知識管理是近年來的熱門話題，許多企業已投入鉅資決心要建立一個知識管理系統以因應於多變的環境下仍具有競爭力。政府機關同樣身處於競爭的時代，提升行政效率、加強服務品質、提供優質的決策成果，有賴知識管理系統的輔助。惟過量的知識內容增加知識管理與應用的困難，知識管理的內容應該有哪些？如何去分辨應該要納入管理的範圍？本研究從工作流程角度分析知識的來源與性質，確定員工於執行此作業時的知識需求，並累積流程資訊作為量化、改善的基礎。 本研究以政府行政機關為例，挑選一知識密集之作業流程（資訊系統委外專案管理），採用IDEF0方法論分析其作業流程，了解作業之關聯性及所需花費的時間，並從中整理每一作業中所需要的知識、所產出的知識與誰需要這些知識。分類歸納這些知識的型態與管理現況，找出流程的關鍵步驟，以CMMI Level 2評估其流程並提出改進建議，進而導出知識管理與資訊系統委外專案管理作業流程之架構。

在軟體開發的過程中，有效的需求管理能促成高品質的軟體及管理。在CMMI中與需求管理有關的議題包括需求發展(Requirements Development)流程領域-屬於CMMI成熟度第三級，提供一些目標、執行方法(practices)和相關資訊作為指引，協助開發團隊發展顧客需求和產品需求。另一個相關議題-需求管理(Requirements Management) 流程領域，屬於CMMI成熟度第二級，可用於幫助需求管理的規劃與控制，建立追蹤機制，以及評估改變衝擊。 本篇論文以達成CMMI中需求發展和需求管理流程領域目標為前提，利用概念形成(Concept Formulation)和系統展示(System Representation)研究方法，並調適RUP中的需求工作流程(workflow)，最後發展出一個整合的需求管理架構-稱為IREQM(Integrated Requirements Management)，用於處理需求面的問題。本研究亦根據IREQM架構進行實作，發展出一套可協助軟體需求發展與管理的支援系統。最後，我們利用自我評鑑表，評估IREQM及依據IREQM實作的雛型系統與CMMI目標和執行方法相符的程度。 / Effective requirements management can help the software development process to ensure a high-quality software development and management process. In CMMI, the process area RD (Requirements Development) provides a set of goals, practices, and related features to develop customer and product requirements, and the process area REQM (Requirements Management) is to help establishing and appraising the quality of requirements management. Both issues are covered by the generic requirement management concerns. This study is conducted by the Concept Formulation and System Representation method to develop a systematic process to deal with the requirements issues in the software development process, in order to meet the RD and REQM goals in CMMI. The study proposes an integrated requirement management framework, called IREQM, tailored from the requirements workflow in RUP. A CMMI support system, to implement IREQM is established to facilitate the REQM and RD activities during the software development process. Finally, a self-appraisal checklist is used to evaluate the compliance of the IREQM framework and its implementation to the CMMI model.

為提升國內軟體專案生產力和品質，建立度量與分析的機制，本研究參考能力成熟度整合模式(Capability Maturity Model Integration, CMMI)之度量與分析流程領域作為指引，結合GQM (Goal-Question-Metric)及PSM (Practical Software & Systems Measurement)的度量方法論，發展一套提問式驅動度量與分析流程規劃法，稱為QMAP (Questions driven- Measurement & Analysis Process Planning)—運用5W1H (Why, Who, When, What, Where & How) 提問方式，有系統地依據CMMI度量與分析流程的要求，找出軟體專案的成功因素，逐步建立組織內部的度量與分析流程的基準。首先，以某公司之個案情境為例進行背景分析、目標分析和流程分析，接著以使用分析—使用案例及其描述之資訊需求，建議整合運用PSM Insight, MS Project及IBM Rational ClearQuest等工具來支援軟體專案度量與分析流程之自動化。經工具系統之實作展示，再以自我評鑑來檢視QMAP於CMMI度量與分析流程之目標及執行方法的符合程度，而部分未達成的項目則作為未來研究之方向。 / This research proposes a method called QMAP (Questions driven- Measurement and Analysis Process Planning) in order to meet goals and practices in Capability Maturity Model Integration (CMMI). QMAP is about 5W1H questions which begin with why, who, when, what, where and how. Before answering the 5W1H questions, we start with background analysis, goal analysis, and process analysis based on a sample company’s management context. Use Cases are then described as the formal information requirements of the MA process support system. In the implementation, we suggest to integrate some tools, such as MS Project, PSM Insight, and IBM Rational ClearQuest, to facilitate the measurement data collection and analysis activities during the software project development. After illustrating the implementation prototype, a checklist for self-appraisal is presented to identify the compliances of CMMI goals and practices, and the incomplete parts for future research extension.