Global ETD Search

211	及時績效管控在IT服務品質改善之研究-以系統整合商客服部為例林明毅 Unknown Date (has links) KPI(Key Performance Index)是一個落後指標，需要一套更及時的領先指標，以動態和系統化的角度，及時展現每一位員工的執行績效和顧客滿意度指標，以數位化看板的概念報導員工對公司的貢獻度和顧客對服務的接受度，因為預先管控和報導，可以確保KPI 的達成，在服務品質的改善和顧客滿意度提升，有很大的助益。. 本研究希望發展出一套具體的線上及時管控指標，讓系統整合公司可以提升顧客信賴和持續服務品質改善，而將重點發展方向轉移到提供更好的內容、產品、服務、系統的品質，以及合理的價格。因此採用平衡計分卡的四大構面為面向，ITIL服務生命週期之IT服務管理為主軸，參考PZB三位教授之服務品質概念性模式和SERVQUAL量表衡量構面及項目，配合系統整合公司的運作，歸納出一個服務品質改善架構流程圖，並以其為基礎發展一套服務品質改善的及時管控指標；運用商業智慧、數位儀表版等工具設計以支援主管決策管控和員工績效的報導系統。平衡計分卡服務策略數位儀表板 IT服務管理關鍵衡量指標服務品質量表即時績效管控高階主管決策支援系統商業智慧 ITIL KPI
212	Zdokonalování procesů vývoje software / Software Development Processes Improvement Řezáč, Jakub January 2009 (has links) This master's thesis is oriented on software development processes improvement techniques. It presents modern approaches of process development and analyses problems of their management and usage in various life cycle phases. In connection with these techniques it brings draft of support tool, which increases automatization of processes development with pertinent cooperation with other tools, as one of presumptions of improvement of their quality.
213	The management of an information technology infrastructure in schools in the Western Cape Province / Bestuur van rekenaar tegnologie in skole van die Wes Kaapse Onderwys Departement Perkins, Catharina Elizabetha 11 1900 (has links) This research conceptualises IT infrastructure management at secondary schools in the WCED (Western Cape Education Department). This includes whether or not secondary schools in the WCED make use of a full time, on-site network administrator or whether a teacher acts as on-site network administrator. The literature review studied the effectiveness of IT infrastructure management which includes hardware, software, policies, computer network, security; staff management and BYOD (bring your own device). The management of IT infrastructure at secondary schools within the WCED differs widely from school to school, and its functionality depends on many factors. The quantitative study revealed problem areas within IT infrastructure management at secondary schools in the WCED. Furthermore the quantitative study also revealed that there is a need for best practice guidelines with regards to IT infrastructure management in order to improve service delivery. The literature review provided sources for best practice IT infrastructure management. / Rekenaar infrastruktuur by sekondere skole in die WKOD (Wes Kaapse Onderwys Departement) word in die navorsing beskryf. Die studie ondersoek verskillende strukture naamlike skole wat 'n voltydse netwerk administrateur het en skole waar 'n onderwyser die verantwoordelikheid aanneem van 'n netwerk administrateur. Die effektiewe beheer van rekenaar infrastrukture word bespreek. Dit sluit hardeware, sagteware, beleid formulasie, rekenaar netwerk, sekuriteit, personeel bestuur, en BYOD (bring jou eie toestel). Die bestuur van rekenaar infrastruktuur verskil van skool tot skool en die effektiewe bestuur daarvan word deur baie faktore beinvloed. Die kwantitatiewe studie het probleem areas vir die bestuur van rekenaar infrastruktuur by sekondere skole in die WKOD uitgewys. Die kwantitatiewe studie het verder die behoefte vir beste praktyk riglyne uitgewys om sodoende better dienslewering te verseker. Die literere studie het beste praktyk riglyne vir rekenaar infrastruktuur bestuur genoem. / Educational Leadership and Management Best Practice BYOD Cloud Computer Computer lab Facebook FITS Framework Guidelines Hardware Head of department ICT Infrastructure Information communication technology Information technology Infrastructure IT IT Infrastructure Management ITIL Management Computer network Network administrator Online survey Policies Principal Secondary school Network security Senior management team Software Teacher WCED Western Cape Education Department 373.0285
214	The management of an information technology infrastructure in schools in the Western Cape Province / Bestuur van rekenaar tegnologie in skole van die Wes Kaapse Onderwys Departement Perkins, Catharina Elizabetha 11 1900 (has links) This research conceptualises IT infrastructure management at secondary schools in the WCED (Western Cape Education Department). This includes whether or not secondary schools in the WCED make use of a full time, on-site network administrator or whether a teacher acts as on-site network administrator. The literature review studied the effectiveness of IT infrastructure management which includes hardware, software, policies, computer network, security; staff management and BYOD (bring your own device). The management of IT infrastructure at secondary schools within the WCED differs widely from school to school, and its functionality depends on many factors. The quantitative study revealed problem areas within IT infrastructure management at secondary schools in the WCED. Furthermore the quantitative study also revealed that there is a need for best practice guidelines with regards to IT infrastructure management in order to improve service delivery. The literature review provided sources for best practice IT infrastructure management. / Rekenaar infrastruktuur by sekondere skole in die WKOD (Wes Kaapse Onderwys Departement) word in die navorsing beskryf. Die studie ondersoek verskillende strukture naamlike skole wat 'n voltydse netwerk administrateur het en skole waar 'n onderwyser die verantwoordelikheid aanneem van 'n netwerk administrateur. Die effektiewe beheer van rekenaar infrastrukture word bespreek. Dit sluit hardeware, sagteware, beleid formulasie, rekenaar netwerk, sekuriteit, personeel bestuur, en BYOD (bring jou eie toestel). Die bestuur van rekenaar infrastruktuur verskil van skool tot skool en die effektiewe bestuur daarvan word deur baie faktore beinvloed. Die kwantitatiewe studie het probleem areas vir die bestuur van rekenaar infrastruktuur by sekondere skole in die WKOD uitgewys. Die kwantitatiewe studie het verder die behoefte vir beste praktyk riglyne uitgewys om sodoende better dienslewering te verseker. Die literere studie het beste praktyk riglyne vir rekenaar infrastruktuur bestuur genoem. / Educational Leadership and Management Best Practice BYOD Cloud Computer Computer lab Facebook FITS Framework Guidelines Hardware Head of department ICT Infrastructure Information communication technology Information technology Infrastructure IT IT Infrastructure Management ITIL Management Computer network Network administrator Online survey Policies Principal Secondary school Network security Senior management team Software Teacher WCED Western Cape Education Department 373.0285

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