隨著資訊技術的不斷創新及通訊設備的不斷更新，改變了人們的生活型態及消費行為，例如過去傳統的用餐方式，會直接到餐廳或用電話實施訂位，或者是直接到餐廳排隊候位，而今卻可以透過APP(應用程式)直接線上訂位，甚至還可以經由APP來選擇或參考菜單，而這樣的創新營業方式正逐漸在各行各業所導入。近年來，伴隨著雲端科技的進步，更加速了資訊系統設計服務業的蓬勃發展，以系統設計服務為例，過去民眾在購買車票或餐廳的優惠券時，可能需要至實體店鋪來購買，如今可以在便利商店透過工業電腦系統的服務，可以在最便利的環境之下，購得所想要的東西。然而這些便利的服務，都必須仰賴資訊系統的設計與服務，進而提高其他產業的發展。 所以，在科技日新月異的時代及環境迅速變遷的條件下，資訊系統設計的快速發展及資訊設備的逐漸進化，導致了資訊系統設計服務業的迅速轉型與演進，同時也直接或間接的影響了許許多多的相關產業的發展。然而，前述的觀點都僅限於從資訊發展的角度來判斷，並無實際的科學理論來驗證前述看法的具體性，故為能進一步的瞭解資訊系統設計服務與零售業或餐飲業的關係性，本研究考慮透過資訊系統設計、零售業、餐飲業等服務產業的營業額等數據資料蒐集，探究其現況趨勢與之間的關係性，據以作為資訊系統設計服務業的未來產業發展的參考，其研究發現整理如下： 一、 電腦系統設計服務業之營業額與綜合商品、藥品及化粧品等零售業之營業額具有高度的相互關係； 二、 電腦系統設計服務業之營業額與餐飲業之營業額具有中度的相互關係； 三、 資訊設計服務業之營業額與零售業具有正向的影響關係； 四、 資訊設計服務業之營業額與餐飲業具有正向的影響關係。

大型及多重專案管理須面對繁複關聯的組織、複雜變動的流程、交疊共用的資源等，其績效控制及資訊系統建置等問題素為專案管理領域中關鍵性的研究課題。本文旨在提出為提昇大型及多重專案管理績效的全球資訊網資訊系統設計方法，並舉出營建業工程專案作為所提方法促成電子化應用之實例說明。系統之應用領域分析採用超媒體方法，概念設計採用物件導向之混合模式方法，系統建置則以全球資訊網為環境，並透過物件導向程式設計及軟體整合方法達成。 / Since large-scale and multiple project management involves interdependent organizations, dynamic processes, as well as shared resources, the methodologies related to project performance control and information system development have become critical research topics in the project management domain. The goal of this paper is to propose a web design method for developing information system to efficiently and effectively support the multi-project management processes. A construction project is used as an example to illustrate how the proposed approach is applied to enable electronic applications for the construction business. A hybrid modeling technique is adopted during the application analysis and conceptual design stages that integrates hypermedia node-link model and object-oriented model. As for physical implementation on the WWW environment, object-oriented programming design and software integration approaches are used to achieve the goal.

Evolution of the global economic system has significantly impacted on customer behaviors. The service economy era has accompanied rapid growth of the service industry. This work focuses on service innovation enhancement for cluster SMEs, which play important roles in the global economic system. These SMEs, which have specific knowledge and capabilities, are keys to improving customer service experiences. However, the entire service system has evolved, as have customer behaviors. In addition to understanding how service value is created, interactions between economic, social, and environmental systems during value creation are also crucial for the sustainable development of service industries. For service systems consisting of SMEs, the design of a value network for clustered SMEs still faces huge challenges in finding key value propositions and assessments for value creation. To assess service value, relationships, and customer feedback from both economic and social psychology perspectives, this research proposes a novel service ecosystem for value creation in service dominant logic and customer-driven and imagery-based value network design approach (CIVNDA) grounded in service dominant logic and image theory. The CIVNDA (1) provides a framework for designing and configuring a service value network that can identify the roles and value propositions of each partner; (2) provides a novel service imagery representation to characterize services of businesses from a customer psychological perspective; and (3) generates appropriate partners for specific cooperation goals and service journey designs. Due to the importance of information technology in service innovation, integration, and provision, this research also implements an ICT-based service platform—uVoyage using color image scale and metaphor theory. Tourism is selected as the study industry to evaluate the effects of the CIVNDA and the uVoyage service platform. Interview and focus group results (1) show that four different evolutionary stages of tourism SMEs exist when adapting to the current service economy era; (2) indicate how the CIVNDA and uVoyage platform facilitate value co-creation for tourism SMEs during different evolutionary stages; and (3) demonstrate how the features of service imagery differ from brand images and can be utilized to bridge gaps between product design and customer-driven service design. This research can contribute to our understanding of service system ecology and service value evaluation in service value network designs consisting of SMEs in the tourism, design, cultural, and creativity service industries. The proposed concept of service imagery also guides future innovative research and outcomes of service value network design.

根據AMR Research的預估，全球的客戶關係管理(Customer Relationship Management，CRM)市場規模，從1998年23憶美元，預估西元2003年將達到168憶美元。以及由2002年底Siebel推出的解決方案來看，CRM的趨勢將針對各種應用系統如何做好整合。 本研究之目的，旨在整合現有客戶關係管理相關文獻，與日商B公司多年來的經驗，以流程再造為出發點，從而設計出新的客戶管理資訊系統中之「銷售」、「行銷」以及「客戶服務」等機制，以解決舊系統不敷使用的問題，並且提供新商品線銷售與服務的機制，以及整合部份內外部系統。研究過程中實踐了系統開發生命週期(System Development Lifecycle)的理論進行新系統之分析、設計、開發、測試，並進一步分析與探討新系統實際上為B公司帶來的效益。以期對於國內企業因應快速發展的CRM趨勢，本系統的實現提供了國內其它產業進行CRM資訊系統建置過程的參考價值。 / According to the prediction of AMR research, the marketing scale of global Customer Relationship Management will be expected to rise from 2.3 billions in 1998 to 16.8 billions in 2003. Viewing the CRM solution of Siebel in the end of 2002, the trend of CRM will focus on how to integrate other hundreds of applications. The objective of this study is to integrate the related references of present CRM and the publisher industry experiences within a Japanese company B. On the basis of Business Process Reengineering (BPR) theory, we design the Sales, marketing, and customer services in the new CRM system in order to solve the problems on the legacy system, to provide the new sale channels and services mechanism of new product line and to integrate parts of the inner and 3rd party information system. During the research process, we accomplished the theorem of System Development Lifecycle to analyze, design, develop, and test of the new system. And further analyze and discuss of the benefit to company B from the the new system. In order to match the trend of the rapid growth in the CRM market for local enterprises, this system supplied the referenced value during building the CRM information system for other local enterprises. / 目 錄 摘要……..………………………………………………………… I 目錄………….…………………………………………………… II 表目錄……………………………………………………………. IV 圖目錄………………….………………………………………… V 第一章 緒論………………….…………………………………... 1 1.1. 研究背景與動機……….……………………………… 1 1.2. 研究目的與範圍………………………………………. 3 1.3. 研究方法與論文結構………………………………….. 4 第二章 文獻探討…………………………………………………6 2.1顧客關係管理系統………………………………………..……6 2.2企業資訊系統整合………………………………….…..…..…10 2.3企業策略委外…………………………………………….……12 2.4企業流程再造…………………………………………….........13 第三章 案例背景與解決方案………………………………..….15 3.1案例背景分析…………………………………………………16 3.1.1 舊系統功能……………………………………….…...17 3.1.2 舊系統業務流程………………………………………25 3.1.3 舊系統流程分析………………………………………27 3.2 解決方案……………………………………………………...29 3.2.1 新系統流程分析………………………………………30 3.2.2 新系統功能設計重點…………………………………31 3.2.3 預期效益………………………………………………33 3.3 技術需求分析………………………………………………...34 3.3.1 系統分析與設計方法…………………………………34 3.3.2 技術選用………………………………………………41 第四章 系統架構…………………………………..…………….44 4.1系統分析………………………………………………..……..44 4.1.1 業務流程圖……………………………………………45 4.1.2 Data Modeling………………………………………….50 4.2 系統設計……………………………………………………...57 4.2.1平行設計……………………………………………….58 4.2.2 MVC設計概念………………………………………...59 4.2.3 系統雛形……………………………………………....62 4.2.4其他系統整合介面…………………………………….68 4.2.5系統架構圖…………………………………………….69 4.3 系統開發………………………………………………….…..71 4.3.1 Web功能模組……………………………………….....72 4.3.2 批次模組………………………………………………74 4.4 系統測試……………………………………………………...76 4.4.1系統整合測試………………………………………….77 4.4.2使用者接受度測試…………………………………….81 4.5 系統上線……………………………………………………...82 4.5.1教育訓練……………………………………………….82 4.5.2上線計畫……………………………………………….82 4.6 系統開發相關技術…………………………………………...86 4.7 效益評估……………………………………………………...91 第五章 結論與後續研究方向…………………………………..98 5.1 結論…………………………………………………………..98 5.2後續研究方向…………………………….…………………..99 參考文獻………………………………….………………….101 表目錄 表2-1 四大巨人CRM解決方案的銷售與趨勢分析表…………………………...8 表3-1 銷售系統功能簡述………………………………………………………….17 表3-2訂戶資料管理功能簡述……………………………………………………..19 表3-3 契約(訂單)管理功能簡述…………………………………………………...20 表3-4 債權管理功能簡述………………………………………………………….22 表3-5催款管理功能簡述…………………………………………………………..22 表3-6發貨管理功能簡述…………………………………………………………..23 表3-7舊系統功能分析……………………………………………………………..24 表3-8新系統解決方案重點………………………………………………………..29 表3-9新系統各部門人員動作概要說明…………………………………………..30 表3-10流程分析策略分析表………………………………………………………36 表3-11軟體生命週期模式比較表…………………………………………………38 表 3-12 系統建構模式與軟體品質評析表………………………………………..42 表3-13 J2EE與 .Net比較表……………………………………………………….43 表4-1 Table Schema 範例…………………………………………………………..52 表 4-2 系統測試分類表……………………………………………………………76 表4-3 Unit Test測試案例…………………………………………………………...79 表4-4 SIT測試案例………………………………………………………………...80 表4-5 上線計畫表執行細項……………………………………………………….84 圖目錄 圖1-1研究方法……………………………………………………………………….5 圖3-1舊系統功能架構圖一(依子系統) ……………………………………………18 圖3-2舊系統功能架構圖二(依部門) ………………………………………………18 圖3-3 舊系統訂購/出貨流程……………………………………………………….26 圖3-4 新系統訂購/出貨流程圖…………………………………………………….31 圖3-5 ERD範例……………………………………………………………………..35 圖3-6 應用系統平行開發的方……………………………………………………..40 圖3-7 系統雛形設計流程圖………………………………………………………..41 圖4-1 B公司整體業務流程圖………………………………………………………45 圖4-2 客戶註冊/訂購流程………………………………………………………….46 圖4-3個人資料變更流程……………………………………………………………46 圖4-4 訂單內容變更………………………………………………………………..47 圖4-5 信用卡入金流程……………………………………………………………..47 圖4-6 退款流程……………………………………………………………………..48 圖4-7 客戶服務……………………………………………………………………..48 圖4-8 物流再發送流程……………………………………………………………..49 圖4-9 名條列印與線上分析報表流程……………………………………………..49 圖4-10 Conceptual Data Model (E-R with Entity) ………………………………….51 圖4-11 Conceptual Data Model Sample(E-R with attributes)……………………….52 圖4-12 亞洲共通版系統設計概念圖………………………………………………58 圖4-13 各子系統功能概要圖……………………………………………………....59 圖4-14 i18n的技術應用範例……………………………………………………….60 圖4-15第一層級Prototype範例(訂單) ……………………………………………63 圖4-16第二層級Prototype範例(訂單) …………………………………………..64 圖4.17第三層級Prototype範例(訂單) …………………………………………..65 圖4-18新系統架構圖……………………………………………………………..69 圖4-19系統硬體部署圖…………………………………………………………..70 圖4-20 JDBC Connection Pooling Module………………………………………..88

近年來隨著全球化的發展，自助旅行的風氣蔚為風潮。背包客可以根據自己的喜好與條件，自己規劃旅遊路線與行程。一般規劃旅遊行程的過程費時而繁瑣，除了必須決定旅遊景點，還必須將景點開放時間、景點停留時間、交通方式、旅遊順序與路線、時間限制、住宿地點、經費等列入考量。 針對旅遊行程規劃，除了參考網友的行程規劃，目前已普遍有景點推薦、行程編輯系統，協助使用者規劃行程。但少有旅遊行程自動規劃系統。因此，本論文研發實作旅遊行程的自動規劃系統MyTripPlan。MyTripPlan具備景點推薦、景點停留與拜訪時間預估、路線規劃、行程規劃及行程調整的功能。 本系統MyTripPlan在離線時，先透過爬蟲程式由景點推薦網站取得熱門景點資訊、由相片分享網站取得景點相片時間以推估景點停留及拜訪時間、由交通查詢網站取得任兩景點間的推估交通時間。在線上時，當使用者輸入旅遊天數等時間限制、並由系統推薦景點勾選有興趣拜訪的景點及餐廳後，系統將運用定向排程演算法推論出符合時間限制的旅遊行程，呈現在地圖上，並結合交通網站，產生行程表。 經實驗效能驗證，以安排旅遊天數七天，五十六個景點所需要的行程規劃時間約為一秒鐘；使用者對於實作完畢的MyTripPlan系統與功能也都有滿意以上的評分。 / Travel planning process is time-consuming and tedious. To plan a trip, not only the attractions, but opening hours, timing cost, travel route, transportation, lodge, budget control and so on also need to be considered. While there are widespread attraction recommendation and itinerary editing systems to assist people to plan their trip, only few trip automated planning systems are developed. In this thesis, MyTripPlan, an automatic trip planning system, is designed and developed. MyTripPlan The system provides users the capability of attraction recommendation, visiting and stay time estimation, route planning, trip planning and itinerary adjustments. In offline process, MyTripPlan collects popular attraction information from web content for attraction recommendation, gets the timestamp of attractions from photo-sharing websites to estimate visiting and stay time, and crawls traffic information from public transportation query site to estimate the travel time between attractions. Given the trip duration, MyTripPlan recommends attractions and restaurants, schedules and produces the trip itinerary automatically based on the team orienteering scheduling algorithm. The generated itinerary takes the user-preferred attractions, visiting and stay time constraints, and transportation information into consideration. MyTripPlan presents the trip itinerary both in map and schedule list. The experiments show that the execution time for trip plan with fifty-six attractions in seven days requires about one second. Moreover, nineteen subjects were invited to evaluate the effectiveness of MyTripPlan. Most users were satisfied and gave excellent rating on the system performance.