| 摘要: | 在以往傳統的交易模式下，顧客必須在供應商之間作價格以及品質的比較，從中作客制化(Customized) 的訂單輸出，然而近年來在電腦通訊相關產業中，卻興起了名為3C量販，以及綜合賣場的成立，這有助於顧客在同一種類產品中微調其預算而在合理的範圍內訂購符合要求的相關產品。 然而不管在傳統產業，或是新興的量販，皆有相當的庫存壓力，以及通路問題，在本研究中，將提出一個構想，利用目前產業界所提到的觀念『虛擬企業』來作為主軸，探討在電子商務的環境下，設立所謂網路代理商，目前稱為ICP，在設計的過程中，內部的架構是以Multi-agent system的方法來探討，目的在於如何利用MAS來執行電子商務前端與顧客行為分析，中端資料處理，以及後端連接整合型供應鏈的過程。 在學理上的依據是利用Petri-net來做同步的模擬，將訂單參數作為模擬的驅動，以ABC（Activity Based Costing）做為成本衡量的依據，搭配時間及成本的Trade off，而計算出庫顧客訂單執行後，經過運算可以及時的回應給顧客時間及成本的精確值，作為完全客制化的目標。 一般來說，網路購物都是重視前端，背後沒有堅強的後勤系統來支援，本研究將供應鏈的觀念考量在內，整合供應商以及上下游的物料供應，目的有下列幾項： （一） 前端有MAS來處理客戶對於產品的搭配機制，在訂單轉換之前，完全以CTO（Configure to order）作為情境，在訂單確定後，經過計算，將資料傳送給供應鏈上的每一個點，並做資料的雙向確認，對供應商而言，是以MTO（Make to order）的情境來描述，另外有以電腦業為例子，在配送之前將裝配的工作外包給專業組裝的廠商執行ATO（Assemble to order）的處理，如此可以大幅的增加所謂供應鏈管理最重要的『彈性』問題，藉由彈性的增加，可以大幅減少長鞭效應的產生，對於專業代工的台灣產業有相當的助益。 （二） 由於利用MAS來整合整個交易的流程，並與背後的廠商的ERP結合，所以在電子商務上，以網路代理商ICP而言，不但沒有存貨成本，較少的人工成本，還有少量的固定成本，在虛擬企業的理念上，是有正面的貢獻，並且可以創造，顧客，代理商，以及供應商三方面三贏的優勢。 （三） 最後是藉由ARIS以及物件導向OO技術來作為企業流程的工具，將網路交易流程以及背後資訊，金錢，物料關連明白清楚的描繪，可以作為維護整體系統的依據，更可以憂化整合關連性資料庫，使系統在執行時，不至於因為流程的謬誤而導致企業的損失。 In the traditional trading model, the comparisons between price, delivery time and quality of the product are more concerned by customers. To meet the customized orders, customers and the employees in the procurement department of the companies must try to find the adaptable suppliers and bargain the price, distribution time, quality of the product to them. In recently several years, a special selling type between computer and peripheral markets called 3C department store that provides information of computer equipment, communication facility, and consumption product and helps customers to meet their requirements with their constraints. High inventory holding cost, complicated distribution problems and the handling of Customer Relationship Management (CRM) exist in not only traditional companies but also the newest 3C company. This thesis will provide an approach to design the Web Base Multi-Agent System (WBMAS) to be a mediatorial agency on the network and process the order fulfillment from customers to suppliers. The objective of the thesis is to use the WBMAS with three components consisted in front-end Graphic User Interface (GUI) to deal with the transactions of customers, middle-end data processing with the coordination among intelligent agents by detailed business process decomposition and behavior analysis of agents in the period of transaction. Finally, the last component of WBMAS is back-end information transformation and decision supporting mechanism with Logistics Information System (LIS) and integrated supply chain management to combine the Enterprise Resource Planning (ERP) system of each trustful suppliers and construct a virtual company on the network with high performance, flexibility of supply chain, reliability and low human resource handling cost, inventory holding cost, fixed cost, and Quick Response (QR) from customers to suppliers. By the combination between customers and suppliers with WBMAS can provide real time order releasing to suppliers in Make to Order (MTO) environment. As the reason of the selling channel improving will decrease the bullwhip effect and increase the flexibility of the supply chain. The thesis organization decomposed to four phases includes system analysis by Object Oriented Analysis (OOA) and Architecture of Integrated Information System (ARIS) methodology, web based agency design by Object Oriented Design (OOD), and multi-agent system construction with Petri-Net simulation and Activity Based Costing (ABC) approach to estimate the correct time and cost of the order fulfillment. Keywords : Customer Relationship Management, Web Base Multi-Agent System, Graphic User Interface, Logistics Information System, Enterprise Resource Planning, Quick Response, Make to Order, flexibility of the supply chain, Object Oriented Analysis, Architecture of Integrated Information System, Object Oriented Design, Petri-Net, Activity Based Costing |
