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    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/74739

    Title: 委外服務供應商提昇軟體維護服務滿意度之探討;Improve the Satisfaction of Software Maintenance by Outsourcing Service Provider
    Authors: 姜翔齡;Chiang, Hsiang-Ling
    Contributors: 資訊管理學系在職專班
    Keywords: 軟體維護;委外服務;服務滿意度
    Date: 2017-06-27
    Issue Date: 2017-10-27 14:37:57 (UTC+8)
    Publisher: 國立中央大學
    Abstract: 因應市場的快速變化,企業必須依賴資訊系統協助日常營運。為了維持業務不中斷
    度的過程,輔以檔案紀錄與訪談資料分析。研究發現個案公司面臨的問題有 4 點:(1)
    工作進度掌握困難。個案公司從以下 3 個方案來提昇服務滿意度:(1)建立快速回應機
    能力。;Due to quickly changing environment, many firms must rely on information systems to
    excel their business operations. They must spend a considerable amount of maintenance
    expense to sustain their daily operations and business needs every year.
    For many software companies, outsourcing service has become a major source of revenue
    to sustain and grow their business. The key to maintain a continuous contract with firms is the
    satisfaction level of services the outsourcing service provider can achieve. This study use Case
    Study method to explore the problems outsourcing service providers may encounter and how
    they can improve customer satisfactions.
    It is found in this study that: (1) Lack of familiarity with maintenance software. (2)
    Delivery standards (3) Quality depends on maintenance personnel. (4) Work schedule difficult
    to grasp, are the problems included in this case. 3 alternatives are adopted to improve service
    satisfaction: (1) Establish quick response mechanism. (2) Enhance the ability of maintenance
    personnel and teamwork. (3) Through the knowledge sharing and feedback mechanism to
    enhance team capacity.
    Appears in Collections:[資訊管理學系碩士在職專班 ] 博碩士論文

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