知識管理系統已成為企業實踐知識管理必備的資訊系統。然而系統導入、建置無法達到預期的效益，原因可能來自於系統本身、導入過程、或組織與人等層次。本研究希望以整體、連貫的思維角度探討此一問題。

第一部份首先探討知識管理在台灣的發展與趨勢，並比較三次市場調查(2002、2006、與2010年)，希望藉此瞭解使用者的需求變化與期待。結果得知文件管理、知識搜尋與擷取、知識庫與地圖是歷年來使用者均排序在前的系統應用功能。逐漸新興的應用包括專家管理、文件保全、還有知識自動化—包括自動搜集外部知識、自動分類、自動摘要、與自動關鍵字等應用。伴隨知識管理系統的導入，使用者還希望能搭配顧問服務、成功案例分享、與系統模組化的功能。

第二部份以知識管理系統之技術功能層面為考量，運用德菲爾法及層級分析法，研擬出一符合功能與需求的整合性之知識管理系統發展架構，並建立知識管理系統發展評估模型。此模型可供企業在選擇知識管理系統時，用來評分與量化選擇的標準；也可以將此排序提供給系統開發商，做為系統開發重點參考的依據。

研究過程首先針對知識管理系統之環境特性及系統架構技術功能進行探討，研擬出知識管理系統發展架構準則初稿，邀請對知識管理系統有研究之相關專家、學者、廠商及有經驗之使用者與管理者等進行德菲爾法問卷調查，以利增刪、修改及確立架構準則初稿，建立整合性之知識管理系統發展架構。接著利用層級分析法取得知識管理系統發展構面、準則之權重，建立知識管理系統發展評估模型。

最後，本研究根據知識特性的不同，結合「任務/系統配適」理論與「智慧資本」理論，將知識管理區分為「以員工(人)為主」、「以系統為主」，與「以顧客為主」的知識管理，建議針對不同的知識應採取不同的管理方法。配合問卷調查與變異數分析得知，目前企業使用的知識管理系統多偏重於「以系統為主」知識的管理，以致在知識工作上之「任務/系統配適」不佳。而由「微笑理論」推導，可得知管理「以系統為主」的知識，在價值鏈上之附加價值亦較低，以致雖已建置知識管理系統，卻不易看到實質上的成效。

藉著對知識管理系統的需求及發展現況的瞭解，系統評估模型的建立，以及「任務/系統配適」概念的延伸，本研究結果期能有利於協助企業進行系統導入、建置之決策，及提供系統供應商策略規劃方向，和未來系統發展改進之參考依據。

Many companies or enterprises have deployed knowledge management system for years, but only a few have reported success. This dissertation first depicted a longitudinal investigation of knowledge management system development from industrial perspectives. Snapshots on three surveys (2002, 2006, and 2010) of Taiwanese companies were conducted and compared, which is to explore the perceived understandings and requirements for the applications of a knowledge management system. From the surveys, it was found that the most useful applications were document management, knowledge search and retrieval, and knowledge repository and map. The emerging applications were expert management, document security, and knowledge automation such as auto-classification, auto-abstract and auto-keyword generation. The most wanted services along with KMS were consulting service, success story-sharing, and modularization while deploying knowledge management system in the enterprises.

On the second part of the dissertation, this paper used techniques based on Multiple Criteria Decision Methods (MCDM) to examine user’s criteria in selecting a knowledge management system (KMS) from systematic and technological perspectives. During the phase one and the phase two of the model construction, the research found that people tended to use different criteria in considering the overall system and its detailed functions. When evaluating a KMS in general, the system layers closer to the user side(e.g. user interface layer, etc.) had relatively greater importance for its first impression. However, if further breakdown of the system functions were performed, more in-depth evaluation criteria emerged, and therefore the internal technical aspects of the system presented higher weights in its evaluation. Based on the findings, we suggest that companies should use different approaches toward marketing and developing a KM system. These findings may help to describe the corporate requirements for a KMS, and serve as a basis for the direction of strategy and planning, as well as future improvement for the system vendors and practitioners.

In the final part of the dissertation, the trends and transformation of a KM system were also collected and analyzed. We suggest that a company should use different knowledge management approach according to its corporate main business function. Based on the task/system fit approach, and combing intellectual capital theories proposed by other researchers, we categorize knowledge management focus as staff-centric, system-centric, and customer-centric knowledge from industrial perspectives. An empirical survey was also conducted and analyzed to support this framework.

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