本研究以台灣所稱的火車頭產業─建設業為標的，探討建設產品從市場行銷之客戶心聲(VOC, Voice of Customers)，如何透過組織內部的知識處理(Knowledge processing)過程，最終成為設計成品之規範(VOD, Voice of Designers)。以往關於從市場行銷端到設計開發端的研究，大致可分為二大主流，即「人際觀點的跨部門溝通」，以及「技術觀點的機能展開技術與工具」，但因為關於「知識管理」議題之研究標的，絕大多數均為電子產業、生技產業為主，而對於被認定為「傳統產」的建設產業，則因既有刻板印象，故對於從「知識處理」的觀點之探討則甚少見。本研究認為，建設產業不僅於國家經濟發展、人民生活需求緊密相關，其產品(建物)所蘊含之:設計美學理念、現代技術工法、商業行銷方式與空間設計概念等專業知識領域之快速發展，已堪稱為高度知識密集之產業。
故此，從該產業的行銷端到設計端的知識處理過程中(知識之取得/移轉/分享/整合/應用)，經營者的策略意圖(固守市場/開拓市場)、營運環境(市場、競爭者、法規、新科技)均為影響甚鉅的因素。為了能深入了解此一從前未被重視的產業，其在各項專業知識的處理機制與過程之運作內涵，本研究先採用「質性研究」的方法，定義出各相關構面的影響因素，再據此發展出研究架構，並採用「量化研究」方式，進行各構面之間的影響關聯方向與強度之衡量。本研究樣本是以台灣北、中、南都會區之建設公司為標的，相信研究結果對於亞洲其他經濟發展的區域，尤其重視永續經營的智慧資產之建設公司經營者，也具有相當高度之參考價值。

The purpose of our research is to develop a theoretical framework during the voice of customers (VOC) and voice of designers (VOD) in knowledge-based viewpoint (KBV) and clarify these critical factors related to knowledge-processing mechanisms in the Taiwanese construction industry. A survey of depth-interviews were conducted with 15 construction companies and a questionnaire analysis of 136 samples showed the positive connections between voice of customers (VOC), operation environment, strategic intent, knowledge-processing mechanisms, and voice of designers (VOD). In turn, these measures of a firm’s effectiveness of knowledge-processing mechanisms from voice of customers (VOC) to voice of designers (VOD) were related to the firm’s strategic intent and operation environment, and we provide an empirical framework which can quickly and comprehensively understand an organization for fitness with business objectives in Taiwanese companies.

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