臺灣博碩士論文加值系統

本研究主要目的希望透過國內實務之訪談調查及問卷的統計分析，了解國內軟體維護的問題所在，認識軟體維護的利益與風險，以及各類軟體維護型態所需投入的成本比例，並探討維護團隊對軟體維護實務的影響程度其中包含維護團隊中維護人員的士氣、意願、能力都會對軟體維護有所影響，所以建立完整的維護過程及有效管理軟體維護問題，使得資訊系統軟體維護作業的品質獲得有效的提昇。
研究過程中藉著專家訪談和問卷調查所得到的資料，將研究結果歸納如下:一、提出軟體維護問題解決方向或建議；二、系統軟體維護預算的編列必須依據各種維護類型的成本；三、運用風險管理觀念進行系統軟體維護；四、重視系統維護團隊人員，使得系統能保有及時支援及後續維護與升級的需求；五、雙向溝通提高維護成效的滿意度。
期盼本研究能提供管理者做為改善軟體維護工作的參考，能對企業界和政府機構在進行資訊系統護時，在釐清觀念、成本效益分析和推動實務工作上，有實質助益。

This paper aims to understand the problems of software maintenance in Taiwan through interviews and analysis of statistic. To realize the profits and the risks of software maintenance and to understand the cost percentage of various categories of maintenance activities. To explore the degrees of impact that the maintenance groups might have upon the application of software maintenance. The factors that might influence software maintenance including the morale and the willingness of maintenance staff. Therefore, the complete process of software maintenance and effective management of the problems of maintenance would provide effective improvement in the quality of the software maintenance.
The data attained from the expert interviews and questionnaire suggests resolutions and proposals of software maintenance, which are reference materials for managers to improve their software maintenance. As for enterprise and government, these resolutions and proposals are beneficial to clarify concepts, to analyze cost and benefit, and to bring ideas into application.
The conclusion of this research would be:
1.Offer suggestions and resolutions of software maintenance
2.The plan of the budget of software maintenance should follow the cost of maintenance activities.
3.Make use of risk management to undergo software maintenance.
4.Put emphasis on software maintenance teams to accomplish the request of emergency backup, maintenance and upgrading.
5.Bilateral communication to raise the user satisfaction.

目 錄
誌 謝 I
中文摘要 II
英文摘要 III
目 錄 IV
表目錄 VI
圖目錄 VIII
第一章　緒綸 1
第一節　研究動機 1
第二節　研究目的 1
第三節　研究步驟 3
第二章　文獻探討 5
第一節　軟體維護的定義及工作型態 5
第二節　軟體維護成本 7
第三節　軟體維護之問題與解決方案 10
第四節　軟體維護團隊 14
第五節　維護成效評估 15
第三章　研究方法 18
第一節　專家訪談 18
第二節　問卷調查 19
第三節　研究架構 21
第四節　研究限制 22
第四章　資料分析與討論 23
第一節　專家訪談 23
第二節　專家訪談結果 49
第三節　回收樣本的基本資料 54
第四節　各構面資料分析與討論 59
第五章　結論與建議 70
第一節　研究結論 70
第二節　研究建議 72
參考文獻 73
附錄一　訪談問卷 76
附錄二　施測問卷(一)－軟體維護人員 79
附錄三　施測問卷(二)－使用者方面 83

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