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1、東北大學(xué)碩士學(xué)位論文面向供應(yīng)鏈的客戶知識(shí)管理研究姓名：于滌申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：樊治平20050301東北大學(xué)碩士學(xué)位論文ABSTRACTResearchonSupplyChainOrientedCustomerKnowledgeManagementAbstractCKMisanewmanagementsubjectafterthecontinuousdevelopmentofITKMandCRM.CKMist

2、hestrategicreactionoftheenterprisestotheopportunitiesandchallenges.ThemaintaskofCKMistoacquireshareinnovateandutilizethecustomerknowledgesothattheenterprisescanimprovetheirvaluechainandmeetthecustomerscustomizeddemand.Th

3、euseofCKMcanalsohelptousetheleverageofcustomerknowledgeandmaximizetheeficiencyoftheenterprises.SofarthestudyofCKMisnotenoughandnotconductedinasystemframeworkThereforetherearelotsofproblemsinthepracticesofCKM.Meantimetoda

4、yscompetitionbetweendiferententerpriseshaschangedtothesupplychaincompetitionbetweenseveralgroupsofenterprises.TheSCMtheorybasedonlogisticsandc即italflowcantguaranteethattheenterpriseswillbeabletogetthecompetitiveadvantage

5、.Thereforetheintegrationofcustomerknowledgehasbecomethekeyelementofimprovingenterprisesgroupssupplychainefficiencyandcompetitiveadvantageofmembersintheenterprisesgroup.CKMhasbecomethetrendofthefuturesupplymanagementThist

6、hesishasdonethefollowingstudies:(7)AnalyzedandgeneralizedthemaimproblemsinthestudyofCKMandpointedoutthenecessityofintegratingCKMandSCM.(2)Putforwardthetwonewconcepts:narrowandbroadmeaningofcustomerknowledgeandcategorized

7、thecustomerknowledgeinSCM.Especiallyanalyzedthecustomerknowledgeflowandconcludedthatthecustomerknowledgeincourseofcustomerknowledgeflowcanbeinnovatedandincreasedinvaluewhenitgoesthrougheverysinglejointenterpriseinthewhol

8、esupplychain.(3)DiscussedtherelationshipbetweenSCMandCKMandanalyzedthecontentandtacticsofCKMinSCM.BasedontheaboveanalysisputforwardthefourfollowingstepsofCKMinSCM:theacquisitionofcustomerknowledgetheintegrationofcustomer

9、knowledgetheshareandcirculationofcustomerknowledgeandtheuseandinnovationofcustomerknowledge.FinallygaveoutthestudyresultwhichistheSCMorientedCKMframework.(4)ExplainedtheprinciplesofSCMorientedCKMframeworkputforwardwithth

10、eCKMsystemstructureandcustomerknowledgeintegratingmanagementnetworkmodelinthekeyenterprisesinthesupplychainandfinallyanalyzedthekeyrelatedtechnologies.(5)InthecasestudypartanalyzedthemanagementcaseofCKMinthesupplychainII

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