臺灣博碩士論文加值系統

資訊系統在大型企業，尤其是金融保險業是不可或缺的重要基礎設備。為因應時代環境之變遷，企業皆積極尋求提升組織的競爭力，以爭取在同業之間的競爭優勢。由於創新產品與新科技不斷的推陳出新，使得企業的改革創新的腳步更為積極。依據過去的研究顯示，企業規劃和資訊系統規劃的整合程度，對於企業運用資訊科技獲得的效益，具有明顯的正向關係。在求新求快的產業競爭中，資訊系統必須要能快速支援新產品的推出，並能提供客戶快速貼心的服務，其已成為企業重要的核心資源與能力。
在既定的預算與開發的時間限制下，大型資訊系統開發專案的失敗率相當高，而系統需求管理為影響專案成敗的重要因素。使用者需求的不確定性和需求變更的必然發生性經常出現在整個資訊系統開發之過程中。因此，本研究之目的在一、探討如何讓使用者需求定義完整；二、如何做好需求管理；三、使用者提出需求變更，應如何管控。另一方面，由於大型資訊系統的自行開發專案需要有專業的開發團隊，本研究同時探討團隊成員有否相關系統開發經驗，對專案成功與完整上線之影響。
本研究從系統需求管理的觀點，探討系統開發過程中，如何發揮其控制機制，以避免系統需求不精確和需求變更影響專案進度；如何管控需求版本，以免造成系統設計錯誤而影響專案上線的時程。本研究採個案探討的方式，以台灣某大型保險公司之資訊統開發專案為例，分析其資訊系統開發流程，探討「系統需求管理」應如何落實在整體系統發展過程中，並將其經驗一般化為大型系統開發模型。除提供個案公司作為未來提昇系統開發專案的作業品質與效率外，並可供其他企業規劃類似大型資訊系統開發專案時，執行專案管理之參考。

Information system is indispensable fundamental equipment for large-scale business especially for the financial and insurance industry. In response to the change of time and environment, businesses are aggressively seeking the way of promoting organizational competitive advantage among their counterparts. Due to continuous emergence of new products and new technology, businesses have to follow suit even more aggressively the footsteps of innovation. According to the past researches, there is an apparently positive relationship between the level of integration of business planning and information system, and the effect that the business achieves by applying such information technology. In a competitive world pursuing for excellence, information system has to be capable of supporting the launch of new products on a timely basis and provides customers with quality services. It has become a significant core resource and the sign of capability of an enterprise.
Under the limitation of fixed budget and development timeframe, the failure rate of developing a large-scale information system is rather high while the management of system requirements is the key factor determining success or failure. During the process of developing an information system, it is quite natural that the uncertainty of the user’s system requirements and the changes of them occur frequently.
Generally, the purposes of this research are to discuss, 1) how to better define the user’s system requirements; 2) how to manage the system requirements; 3) how to manage and control requirement changes. On the other hand, since a development project of large-scale information system involves a team of professional members, this research also discusses whether the team members’ related experience has any impacts on the successful implementation of the system.
Specifically, this research addresses: 1) how to apply a control mechanism to avoid the progress of system development being interrupted during the process due to inaccuracy of the system requirements and requirements change; 2) how to manage and control the requirement changes to avoid any delay of implementation due to system design errors. This research takes the measure of a case study, which is an information system development project from a large-scale insurance company in Taiwan, to analyze its system development process, to discuss how to put the “management of system requirements” into effect during the entire system development process, and to build up a model of large-scale system development from this experience. This case study also offers recommendations to large enterprises to improve the operational quality and efficiency in the development of large-scale information systems.

目 錄
第一章 緒論………………………………………………………………………1
第一節 研究背景……………………………………………………………1
第二節 研究動機……………………………………………………………2
第三節 研究目的……………………………………………………………2
第四節 研究流程……………………………………………………………3
第五節 研究限制……………………………………………………………5
第二章 文獻探討…………………………………………………………………6
第一節 資訊系統開發………………………………………………………6
第二節 軟體需求分類………………………………………………………12
第三節 軟體需求管理流程…………………………………………………16
第四節 軟體能力成熟度之評估模式………………………………………25
第三章 研究架構與研究方法……………………………………………………31
第一節 研究架構……………………………………………………………31
第二節 研究方法……………………………………………………………32
第三節 研究假說與推論……………………………………………………35
第四節 研究效度與信度……………………………………………………38
第四章 個案說明…………………………………………………………………40
第一節 個案簡介……………………………………………………………40
第二節 個案公司資訊系統概況……………………………………………44
第三節 系統開發專案說明…………………………………………………46
第四節 系統開發問題分析與實務作為……………………………………56
第五章 研究結果…………………………………………………………………60
第一節 研究結果分析………………………………………………………60
第二節 總結…………………………………………………………………77
第六章 結論與建議………………………………………………………………81
第一節 結論…………………………………………………………………81
第二節 建議…………………………………………………………………84
參考文獻…………………………………………………………………………87
一、中文……………………………………………………………………87
二、英文……………………………………………………………………87
參考網站…………………………………………………………………………92
附錄一 開放式問卷…………………………………………………………93
附錄二 訪談記錄範例一……………………………………………………94
附錄三 訪談記錄範例二……………………………………………………96

表目錄
表 2-1軟體開發模式……………………………………………………………9
表 2-2人類對資訊的需求層次…………………………………………………13
表 2-3依系統架構分類的需求…………………………………………………14
表 2-4軟體需求層級……………………………………………………………15
表 2-5需求層次分類……………………………………………………………15
表 2-6常見之需求管理工具……………………………………………………25
表 2-7現行通過CMMI評鑑等級分佈圖………………………………………26
表 2-8現行通過CMMI評鑑之國別分佈圖……………………………………26
表 2-9軟體能力成熟度模式五個成熟度等級…………………………………27
表 2-10軟體能力成熟度模式之關鍵流程領域………………………………28
表 3-1不同研究策略的相關狀況表……………………………………………32
表 3-2研究假說與主要參考文獻………………………………………………37
表 4-1國內保險業家數一覽表…………………………………………………40
表 4-2臺灣貨幣資本市場資金來源……………………………………………41
表 4-3保險業資產佔金融機構資產比率表……………………………………41
表 4-4開發專案規劃時程表……………………………………………………47
表 4-5專案參與之人力和參與人員之工作說明………………………………48
表 5-1受訪人員資料表…………………………………………………………60
表 5-2第一階段上線結果滿意度調查表………………………………………61
表 5-3訪談題項對系統開發專案之影響………………………………………62
表 5-4訪談題項對於系統開發績效的影響之類別……………………………68
表 5-5訪談題項之改善與管控建議……………………………………………74
表 5-6系統需求管理不當對系統開發績效之影響……………………………79


圖目錄
圖 1-1研究流程圖………………………………………………………………4
圖 2-1軟體生命週期……………………………………………………………8
圖 2-2螺旋狀系統發展模式……………………………………………………9
圖 2-3不同系統發展階段之需求閱讀者………………………………………16
圖 2-4以階層方式分解需求工程領域…………………………………………19
圖 2-5主要需求管理工作………………………………………………………20
圖 2-6需求管理流程圖…………………………………………………………23
圖 2-7需求變更追溯管理流程圖………………………………………………24
圖 2-8軟體發展流程關係圖……………………………………………………29
圖 2-9需求管理模式……………………………………………………………30
圖 3-1研究架構圖………………………………………………………………31
圖 3-2個案研究的基本設計類型………………………………………………33
圖 3-3研究架構與假說…………………………………………………………38
圖 4-1 L系統功能架構圖………………………………………………………44
圖 4-2 A公司現行資訊系統概況………………………………………………45
圖 4-3專案組織圖………………………………………………………………47
圖 4-4軟體開發專案流程………………………………………………………49
圖 4-5系統開發文件與流程……………………………………………………50
圖 4-6系統測試流程……………………………………………………………50
圖 4-7測試管理流程……………………………………………………………52
圖 4-8需求變更管理流程………………………………………………………54
圖 4-9需求管理模式 (修訂版) …………………………………………………56

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