臺灣博碩士論文加值系統

近年來，台灣經濟成長快速起飛，傳統「有土斯有財」的觀念，讓台灣土地
建物交易日漸熱絡，逐漸成為國人重要投資管道。而不動產登記，是所有不動產
交易的重要法定行為，指經權利人申請，國家專職部門將有關申請人的不動產物
權的取得、喪失與變更，依法定程序登載於國家不動產登記機關存檔，所登載存
檔資料具有一定的法律效力，正因為如此，不動產登記流程不可謂不重要。
因為不動產具有不可移動、稀少、昂貴等特性，如何改善不動產登記流程效
率，以避免引發不必要的法律糾紛，造成客戶與不動產業者有形的金錢與無形的
信譽損失，提升員工專業素質、客戶滿意度，成為現在不動產公司經營的重要管
理議題，也唯有如此，方可能不被廣大市場輕易淘汰，公司得以永續經營。
因此，本研究擬藉由CMMI 連續式表述模式的組織流程專注流程領域，在
對組織流程和流程資產的現況優點和缺點之瞭解，滿足特定目標，持續不斷的流
程改善，透過適當的評鑑，使改善後的不動產登記流程，讓組織登記作業的服務，
提供比現行狀況更好的服務品質給客戶，並且大幅降低客訴率為研究結果。

In recent years, Taiwan's rapid economic growth took off, the traditional "have
land is wealth" concept, so that Taiwan land transactions increasingly warm buildings,
people gradually become an important investment in the pipeline. The real estate
registration is an important legal behavior of all real estate transactions, means a right
to apply for the state sector will get full information about the applicant's real property,
loss and change, according to legal procedures published in the national real estate
registration office filing, posted archives have some legal effect, and as such, real
estate registration process is quite unimportant.
Because real estate has not moved, scarce, expensive properties, how to improve
the efficiency of real estate registration process in order to avoid triggering
unnecessary legal disputes, resulting in loss of money and reputation intangible clients
tangible and real estate industry, enhance staff professional quality, customer
satisfaction , has become an important management issue now real estate company,
but also the only way that parties may not be easily eliminated the majority of the
market, the company is sustainable.
Therefore, this study by the expression patterns under CMMI continuous
organizational process focus process areas in the understanding of organizational
processes and process assets, the advantages and disadvantages of the current
situation, to meet specific goals, continuous process improvement, through proper
evaluation, so that the improved real estate registration process, so that the service
organization registered jobs, provide better quality of service than the current situation
to the customer, and the customer complaint rate was significantly lower results.

中文摘要........................................................................................................................i
英文摘要.......................................................................................................................ii
誌謝..............................................................................................................................iv
目錄..............................................................................................................................v
圖目錄.........................................................................................................................vii
表目錄........................................................................................................................viii
第一章緒論..................................................................................................................1
1.1 研究背景及動機.................................................................................................1
1.2 研究目的.............................................................................................................2
1.3 研究步驟.............................................................................................................2
第二章文獻探討..........................................................................................................4
2.1 能力成熟度整合模式.........................................................................................4
2.1.1 CMMI簡介....................................................................................................4
2.1.2 CMMI表述模式............................................................................................5
2.1.3 CMMI流程領域............................................................................................7
2.1.4 CMMI導入要因與效益................................................................................9
2.2 CMMI組織流程專注流程領域.........................................................................10
2.3 IDEAL流程導入模式........................................................................................11
2.4 特性要因分析圖...............................................................................................13
2.5 ARC (Appraisal Requirements for CMMI).......................................................14
2.6 不動產作業改革...............................................................................................15
第三章研究方法與架構............................................................................................17
3.1 研究架構...........................................................................................................17
3.2 研究流程...........................................................................................................18
3.3 個案背景概述...................................................................................................19
3.4 組織登記流程問題...........................................................................................21
3.5 導入CMMI架構................................................................................................23
3.6 IDEAL模式導入................................................................................................25
3.7導入後效益評估.................................................................................................35
第四章 研究結果與效益分析....................................................................................37
4.1 研究時程...........................................................................................................37
4.2 以ARC做為流程改善評鑑方法.......................................................................37
4.2.1 評鑑資料蒐集............................................................................................38
4.3 以SCAMPI評估導入效益...............................................................................41
4.4 研究結果與效益分析......................................................................................45
4.5 導入CMMI後組織流程能力度.......................................................................45
第五章結論與未來研究方向...................................................................................47
5.1 研究結論..........................................................................................................47
5.2 研究貢獻..........................................................................................................47
5.3 研究限制..........................................................................................................48
5.4 未來研究方向..................................................................................................48
參考文獻.....................................................................................................................49
附錄A：員工教育訓練手冊.....................................................................................50
附錄B：客戶滿意度調查表.....................................................................................52
附錄C：組織員工手冊.............................................................................................53
簡歷.............................................................................................................................57
圖目錄
圖1.1 研究流程圖.........................................................................................................3
圖2.1 CMMI 連續式表述架構圖.................................................................................6
圖2.2 CMMI 階段式表述架構圖.................................................................................7
圖2.3 CMMI 組織流程專注流程領域狀況圖..........................................................11
圖2.4 IDEAL 模式......................................................................................................12
圖2.5 特性要因圖.......................................................................................................13
圖3.1 研究架構圖.......................................................................................................18
圖3.2 某不動產公司組織圖.......................................................................................20
圖3.3 現行不動產登記流程圖...................................................................................21
圖3.4 工作小組架構圖...............................................................................................22
圖3.5 特性要因分析圖...............................................................................................25
圖3.6 作業流程...........................................................................................................30
圖3.7 登記作業-訓練流程..........................................................................................31
圖3.8 登記作業-考評流程..........................................................................................32
圖3.9 服務品質流程…...............................................................................................33
圖3.10 代理制度流程................................................................................................34
圖3.11 登記流程架構.................................................................................................35
圖4.1 導入CMMI 前後能力度比較圖.....................................................................41
表目錄
表2.1 連續式表述能力度等級....................................................................................5
表2.2 階段式表述成熟度等級....................................................................................6
表2.3 CMMI(ARC, V1.2)評鑑等級特徵...................................................................15
表3.1 訪談紀錄表.......................................................................................................23
表3.2 組織流程專注特定目標及定義......................................................................24
表3.3 訪談大綱...........................................................................................................26
表3.4 CMMI 管理領域之組織流程專注之預期目標...............................................27
表3.5 組織流程專注能力問卷...................................................................................28
表3.6 導入CMMI 前能力評估統計表......................................................................29
表3.7 流程分類責任表...............................................................................................29
表3.8 效益評估表......................................................................................................35
表4.1 流程改善導入時程表......................................................................................37
表4.2 CMMI 關鍵慣例效能評分表...........................................................................38
表4.3 組織流程專注流程領域能力評核表...............................................................39
表4.4 導入CMMI 前後能力評估統計表....................................................................41
表4.5 SCAMPI 評鑑值說明.......................................................................................42
表4.6 文件審查表.......................................................................................................42
表4.7 導入CMMI 後第二次差異分析表....................................................................44
表4.8 導入CMMI 流程改善後客戶滿意度................................................................45

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