[[alternative]]Constructing the Intelligent Prototype of Integration Architecture for Considering Customer Relationship Management and Supplier Relationship Management

[[abstract]] 目前大多數企業正面臨到利潤上的瓶頸，因此企業均致力於發展特別能夠加強競爭能力的技術。顧客關係管理(Customer Relationship Management, CRM)是一個能使企業透過提供並且改善顧客所需的產品或服務的管理方法，透過顧客關係管理可以達成顧客滿意度，進而加強組織競爭能力。而供應商關係管理(Supplier Relationship Management, SRM)是一個近幾年所提出的用來管理供應商與企業關係的新概念。顧客關係管理與供應商關係管理主要均是討論如何提升組織競爭能力的研究議題，本研究透過利用顧客服務壽命週期(Customer Service Life Cycle, CSLC)模型為策略來實踐顧客關係管理，並且以顧客服務壽命週期模型的概念為基礎，發展另一個適用於供應商環境的壽命週期模型，此模型被稱為供應商服務壽命週期(Supplier Service Life Cycle, SSLC)。 在考量利用資訊技術來實現即時應用的需求，我們在研究中將採用多重代理人系統(Multi-Agent System, MAS)的技術。透過多代理人系統的技術來設計與規劃一個適用於電子商務環境下的管理資訊系統。對應於顧客服務壽命週期以及供應商服務壽命週期所需的多重代理人的工作流程與協調機制均在研究中詳細的討論與定義。在研究中我們也提供一個以代理人系統溝通用的KQML語法所描述的模擬案例來說明與展現本研究所建置的整合性架構的可行性。[[abstract]] The business is encountering a problem that the profit is gradually lesser. Therefore, the enterprise will devote to develop particular technique for enhancing their competitive capability. Recently, customer relationship management (CRM), a technique for many enterprises to gain competition through offering and improving the products/services that customer needed for achieving the customer satisfaction, can be used to addressing such issue. Besides, supplier relationship management (SRM) which the way to manage the relationship between supplier and business is a new concept proposed to address such issue from. In this study, CRM strategies are implemented though the applications of customer service life cycle (CSLC) model. And, we transformed the CSLC model into a new model suitable for SRM environment. Herein, we will call it as Supplier Service Life Cycle (SSLC) model. Under the consideration of applying information technology (IT) into achieving on-line application, the multi-agent system (MAS) framework were then used to built the suitable information system on electronic commerce (EC). MAS will provide overview of interacting between agents. The definition of MAS workflow models and types of coordination mechanism for CRM and SRM respectively can also be constructed in this study. Besides, we will provide an illustrative example to demonstrate the rationality for the proposed architecture by using agent communication language, Knowledge Query and Manipulation Language (KQML)