應用服務藍圖及UML方法架構以分析與設計服務資訊系統

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姓名

黃士軒(Shih-Syuan Huang) 查詢紙本館藏

畢業系所

工業管理研究所

論文名稱

應用服務藍圖及UML方法架構以分析與設計服務資訊系統
(Applying Service blueprint and UML framework for the analysis and design of service information systems)

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摘要(中)

面對經濟投資環境的急劇轉變，服務業在經濟體系內不僅成長快速，在先進國家中的重要性與角色更是取代了工業。許多研究亦指出，一家企業會因應市場上顧客需求的多變而開發、創造出新產品或新服務。然而在研發新產品或服務的過程中，如果能提供一個資訊傳遞及共同作業的平台有效地整合資訊，便可讓服務開發專案的技術人員更快速進行系統架構的建製。
在設計服務系統流程時，可以視覺化的服務藍圖來描繪出每個服務傳送的程序、員工與顧客的角色，透過Blue Printing來檢視服務現場的情境。因此本研究的第一部份將應用Blue Printing的概念，第二部份再利用UML (統一塑模語言)的圖形來規劃服務系統架構，首先以Class diagram繪製每個活動間彼此的關係、Sequence diagram繪製人員與活動之關係，接著利用Activity diagram來確認整個服務系統的可行性。最後，我們採用金融業的服務流程為案例介紹來驗證整個方法論的執行步驟。

摘要(英)

Being confronted with the rapid changes in economic investment environment, the service industry in the advanced countries is not only a fast-growing economy system; it is more important than the industrial. Many studies have also pointed out that a business will develop a new products or new services to fulfill the variety needs of customers. However, in the process of developing new products or services, we can provide a service platform which is information-communicating and collaborating, so that technique experts could rapidly construct the service system.
In designing the process of service system, we can use service blueprint to visually demonstrate every part of deliveries, roles of personnel and customers. Therefore, this study will apply the concept of Blue Printing in the first part. Secondly, applying UML (United Modeling Language) to draw the architecture of service system; Using Class Diagram to depict the relationships of every activities, Sequence Diagram to depict the relationships of personnel and activities, and Activity Diagram to confirm the availability of service system. To demonstrate the proposed framework for developing service platform, we use the process of financial industry as an implementation example.

關鍵字(中)

★ 服務設計藍圖
★ 新服務發展
★ 資訊系統
★ 統一塑模語言

關鍵字(英)

★ Blue Printing
★ New Service Development
★ UML
★ Information System

論文目次

中文摘要 i
Abstract ii
Table of Content iii
List of Tables v
List of Figures vi
Chapter 1 Introduction 1
1.1 Background 1
1.2 Motivation 3
1.3 Research Objectives 3
1.4 Chapter Layout 4
1.5 Research Framework 5
Chapter 2 Literature Review 6
2.1 Information System 6
2.1.1 Introduction of Information System 6
2.1.2 Accounting Information System 7
2.2 Information Service Platform 9
2.2.1 Definition of Approach and Methodology 9
2.2.2 The ISD process 12
2.2.3 The Role of Business Process of ISD 13
Chapter 3 Research Methodology 17
3.1 Introduction 17
3.2 Methodology Framework 17
3.3 Service Blueprint 19
3.4 UML 22
3.4.1 Class Diagram 24
3.4.2 Activity Diagram 29
3.4.3 Sequence Diagram 32
3.4.4 Integration of UML diagrams 34
Chapter 4 Design of Information Service System 36
4.1 System Architecture of banking 36
4.2 Modeling the Service Blueprint 37
4.2.1 The contact center of Blueprint 37
4.2.2 Design of Service Blueprint 38
4.3 Modeling of Information System 40
4.3.1 Class diagram 40
4.3.2 Sequence diagram 41
4.3.3 Activity diagram 43
Chapter 5 Case Implementation 47
5.1 Case Description - Internet Banking 47
5.1.1 Internet banking structure 47
5.2 Implementation of Internet banking information System 48
Chapter 6 Conclusion and future research 52
6.1 Conclusion 52
6.2 Future research 53
References 54

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指導教授

高信培(Hsing-Pei Kao)

審核日期

2010-6-25

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