博碩士論文 105453020 詳細資訊




以作者查詢圖書館館藏 以作者查詢臺灣博碩士 以作者查詢全國書目 勘誤回報 、線上人數:13 、訪客IP:44.192.94.177
姓名 林俊維(Lin, Chun-Wei)  查詢紙本館藏   畢業系所 資訊管理學系在職專班
論文名稱 專案化資訊服務中人力連續派遣決策模式之研究─以高鐵行控資訊設備維護為例
(A Continuous Human Resource Assignment Model for Project-oriented IT Services with a Case Study of Maintenance of THSRC’s IT Equipment)
相關論文
★ 專案管理的溝通關鍵路徑探討─以某企業軟體專案為例★ 運用並探討會議流如何促進敏捷發展過程中團隊溝通與文件化:以T銀行系統開發為例
★ 以組織正義觀點介入案件指派決策之研究★ 應用協調理論建立系統軟體測試中問題改善之協作流程
★ 應用案例式推理於問題管理系統之研究 -以筆記型電腦產品為例★ 運用限制理論於多專案開發模式的人力資源配置之探討
★ 應用會議流方法於軟體專案開發之個案研究:以翰昇科技公司為例★ 多重專案、多期再規劃的軟體開發接案決策模式:以南亞科技資訊部門為例
★ 會議導向敏捷軟體開發及系統設計:以大學畢業專題為例★ 一種基於物件、屬性導向之變更影響分析方法於差異化產品設計
★ 會議流方法對大學畢業專題的團隊合作品質影響之實驗研究★ 實施敏捷式發展法於大學部畢業專題之 行動研究 – 以中央大學資管系為例
★ 建立一個用來評核自然語言需求品質的線上資訊系統★ 結合本體論與模糊分析網路程序法於軟體測試之風險與風險關聯辨識
★ 在軟體反向工程中針對UML結構模型圖之線上品質評核系統★ 以模糊專家系統實作軟體專案調適準則
檔案 [Endnote RIS 格式]    [Bibtex 格式]    [相關文章]   [文章引用]   [完整記錄]   [館藏目錄]   至系統瀏覽論文 ( 永不開放)
摘要(中) 資訊技術服務管理 (Information Technology Service Management, ITSM) 是對 IT 服務管理要求所訂定的一套國際標準,來解決 IT 服務的管理問題並提升 IT 服務品質以滿足用戶和企業營運的需求。尤其近年來企業將其 IT 維護工作交付委外的比例日增,IT 服務提供商應遵循 ITSM 準則,建立一套合適的 IT 服務管理的流程與方法,以確保提供有效的服務品質,並提升客戶滿意度。現行 IT 服務多數採用定型化契約服務模式並成立專案來履行,而專案期間內每一次服務的執行有如微小型專案,亦是利用有限的資源和時間去完成特定目標,可謂一種專案化資訊服務 (Project-oriented IT Service) 的執行模式。然而人力的指派如果不足,則無法達成契約所訂定的服務等級協議要求,並會影響業主的營運及產生違約罰款的風險;如果過多,反而會增加成本、獲利減低甚至虧損,因此決策者在執行服務人力派遣時除了須考量達成服務目標外,控制成本最小化亦是一個重要的課題。本研究旨在對於專案化資訊服務中人力連續派遣的決策問題,依據多重案件選擇和多期指派的需求,建構一個整數規劃模型以協助決策者選擇最小總體成本的最佳方案,以達人員指派最佳化的目標。同時以維護台灣高鐵行控資訊設備的個案資料為例,展示本研究模型的使用與討論研究模型的特色和限制,期望帶給業界履行類似服務時能更精確地規劃人力資源的參考,以獲得最佳經濟效益。
摘要(英) Information Technology Service Management (ITSM) is a general term that describes for designing, delivering, managing and improving the way IT is used within an organization. In recent years many companies have increasingly subcontracted their IT maintenance so that IT service providers should follow the ITSM approach and establish appropriate processes or operations to achieve an effective quality of service and increase their customer satisfaction. IT services are usually implemented by a project team under an adhesion contract. During the contract period, contractors take each case of the delivered service as a very small project (termed as a “Project-oriented IT Service”) as they attempt to achieve a particular aim with limited resources and time. When the manpower is insufficient, the service level agreement may not be fulfilled and subsequently it would increase the risk of penalties. Excessive manpower, by contrast, may increase costs and reduce profits. Thus, managers need to think over not only the service fulfillment but also the cost reduction when they begin the manpower assignment. This study aims to solve the decision-making problem of continuous human resource assignment at each project-oriented service using an integer programming model which will assist managers in selecting the lowest overall cost with limited manpower. Moreover, this study shows an industrial case of a THSRC’s IT maintenance service project and the continuous assignment patterns are discussed by applying the model to help the manager precisely organize their human resources.
關鍵字(中) ★ 資訊技術服務管理
★ 專案化資訊服務
★ 人力派遣決策模式
★ 連續多重多期再規劃
★ 整數規劃
關鍵字(英) ★ ITSM
★ Project-oriented IT Service
★ Human Resource Assignment Model
★ Continuous Assignment
★ Integer Programming
論文目次 摘 要 i
Abstract ii
誌 謝 iii
目 錄 iv
圖目錄 vi
表目錄 vii
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究目的 3
1.4 論文架構 4
第二章 文獻探討 5
2.1 資訊技術服務管理 5
2.2 人力資源指派最佳化 7
2.3 連續多重或多期指派的人力規劃 9
2.4 小結 11
第三章 研究方法 13
3.1 模式名詞定義 13
3.2 模式設計及求解方法 15
3.2.1 服務案件接案指派處理概要 15
3.2.2 整數規劃 (IP) 指派模型建立 16
3.2.3 模式的觸發啟動 24
3.2.4 求解方法與步驟 24
3.3 多期再規劃範例說明 25
3.4 小結 32
第四章 個案實例展示 34
4.1 個案介紹 34
4.1.1 個案公司介紹 34
4.1.2 個案背景描述 35
4.1.3 個案服務流程說明 36
4.2 模式的設定與使用 39
4.3 小結 47
第五章 討論 48
5.1 研究貢獻 48
5.2 模式的分析與比較 49
5.3 研究限制 51
第六章 結論與建議 52
6.1 研究結論 52
6.2 未來研究建議 52
參考文獻 53
參考文獻 [1] 陳仲儼、劉恆安 (2012) 。企業資訊部門的軟體專案接案決策模式─一個多重專案與多期的專案分派模式。管理與系統,19(1),113-137。
[2] Azaiez, M. N., & Al Sharif, S. S. (2005). A 0-1 goal programming model for nurse scheduling. Computers & Operations Research, 32(3), 491-507.
[3] Bhadury, J., & Radovilsky, Z. (2006). Job Rotation Using the Multi-Period Assignment Problem. International Journal of Production Research, 44(20), 4431-4444.
[4] Brittain, K., & Matlus, R. (2002). Road Map for IT Service-Level Management. Gartner Article Top View, 28.
[5] Chang, C.K., Jiang, H.Y., Di, Y., Zhu, D., & Ge, D. (2008). Time-line Based Model for Software Project Scheduling with Genetic Algorithms. Information and Software Technology, 50(11), 1142-1154.
[6] Chen, C. Y., Liu, H.A., & Song, J.Y. (2013). Integrated projects planning in IS departments: a multi-period multi-project selection and assignment approach with a computerized implementation. European Journal of Operational Research, 229(3), 683-694.
[7] Choen, I., Mandelbaum, A., & Sutub, A. (2004). Multi-project Scheduling and Control: A Process-based Comparative Study of the Critical Chain Methodology and Some Alternatives. International Journal of Project Management, 20, 75-80.
[8] Clacy, B., & Jennings, B. (2007). Service management: Driving the future of IT. Computer, 40(5).
[9] da Silva Leite, C., Rodrigues, J. G. P., da Silva Sousa, T., & da Hora, H. R. M. (2014). IT Services Management and ISO 20000: A Case Study in an IT Remote Support Company. Management, 4(2), 38-49.
[10] De Bruecker, P., Beliën, J., Van den Bergh, J., & Demeulemeester, E. (2018). A three-stage mixed integer programming approach for optimizing the skill mix and training schedules for aircraft maintenance. European Journal of Operational Research, 267(2), 439-452.
[11] Engwall, M. (2003). No Project is an Island: Linking Projects to History and Context. Research Policy, 32(5), 789-808.
[12] Ernst, A. T., Jiang, H., Krishnamoorthy, M., & Sier, D. (2004). Staff scheduling and rostering: A review of applications, methods and models. European journal of operational research, 153(1), 3-27.
[13] Galup, S. D., Dattero, R., Quan, J. J., & Conger, S. (2009). An Overview of IT Service Management. Communications of the ACM, 52(5), 124-127. doi: 10.1145/1506409.1506439
[14] Goldberg M., Satzger G., & Fromm H. (2016). Adapting IT service management for successful multi-sourcing service integration. In: Proceedings of the 24th European Conference on Information Systems.
[15] Gomar, J. E., Haas, C. T., & Morton, D. P. (2002). Assignment and allocation optimization of partially multiskilled workforce. Journal of construction Engineering and Management, 128(2), 103-109.
[16] Heimerl, C., & Kolisch, R. (2010). Scheduling and staffing multiple projects with a multi-skilled workforce. OR Spectrum, 32(2), 343-368.
[17] Hillier F.S., & Lieberman, G.J. (2010). Introduction to OPERATIONS RESEARCH, 9th Ed., NY: McGraw-Hill Inc.
[18] ISO/IEC (2011). ISO/IEC 20000-1: Information technology - Service management - Part 1: Service management system requirements. ISO - International Organization for Standardization.
[19] Kim, S., & Yoo, S. (2012). The combined manpower planning and preventive maintenance strategies by aggregate planning for the service division of vending machines. Journal of the Operational Research Society, 63(8), 1034–1050.
[20] Kuo, Y. Y., & Liu, C. C. (2017). Operator assignment in a labor-intensive manufacturing cell considering inter-cell manpower transfer. Computers & Industrial Engineering, 110, 83-91.
[21] Kwanashie, A., & Manlove, D. F. (2014). An integer programming approach to the hospitals/residents problem with ties. In Operations Research Proceedings 2013 (pp. 263-269). Springer, Cham.
[22] Liu, R., Agarwal, S., Sindhgatta, R. R., & Lee, J. (2015). Service Delivery Resource Management Using a Socially Enhanced Resource Model. In Maximizing Management Performance and Quality with Service Analytics. IGI Global, 148-149.
[23] Patanakul, P., Milosevic, D.Z., & Anderson, T.R., (2007). A decision support model for project manager assignments. IEEE Trans. on Engineering Management 54(3), 11–23.
[24] Project Management Institute (2013). A Guide to the Project Management Body of Knowledge, 5th Ed.
[25] Romeijn, H. E., & Morales, D. R. (2001). A Probabilistic Analysis of the Multi-period Single-sourcing Problem. Discrete Applied Mathematics, 112(3), 301-328.
[26] Shariatmadari, M., Nahavandi, N., Zegordi, S. H., & Sobhiyah, M. H. (2017). Integrated resource management for simultaneous project selection and scheduling, Computers & Industrial Engineering, 109, 39-47.
[27] Stojković, M., & Soumis, F. (2001). An optimization model for the simultaneous operational flight and pilot scheduling problem. Management Science, 47(9), 1290-1305.
[28] Zeghal, F. M., & Minoux, M. (2006). Modeling and solving a crew assignment problem in air transportation. European Journal of Operational Research, 175(1), 187-209.
指導教授 陳仲儼(Chung-Yang Chen) 審核日期 2018-7-10
推文 facebook   plurk   twitter   funp   google   live   udn   HD   myshare   reddit   netvibes   friend   youpush   delicious   baidu   
網路書籤 Google bookmarks   del.icio.us   hemidemi   myshare   

若有論文相關問題,請聯絡國立中央大學圖書館推廣服務組 TEL:(03)422-7151轉57407,或E-mail聯絡  - 隱私權政策聲明