Abstract From the multi-level marketing industry in Taiwan, this study chooses a multi-level marketing company which comprises the characteristics of the niche-based industry in Taiwan and has been established for more than a decade as its subject, aiming to analyze the key to the success of the said company. After the literature review and in-depth interviews with the industry in question, the findings are as follows: I. This study finds out that honesty, kindness and positive marketing concepts are the moral standards salespeople should possess; and the characteristic of being gregarious is regarded as special for the multi-level marketing industry. The operation of the multi-level marketing is based on the cooperation between the upper- and lower-level salespeople on a team basis, and those salespeople support, service, and help one another to accomplish everything, while the conventional business places emphasis on individual performances. Against the backdrop, the characteristics of the multi-level marketing salespeople are somewhat different from those of the conventional salespeople. II. The making of the multi-level marketing industry is that multi-level marketing salespeople have a better capability of providing services. Also, the capabilities of making recommendations, arranging organizational action competence, and drawing up plans for the organization are the factors used to evaluate the success of a multi-level marketing company. III. The interview with the case company done by this study proves the idea proposed by Porter (1985): the innovation of products or services contributes to the differentiation between an enterprise and its competitors, and the enterprise can acquire a better selling price; and the innovation of important techniques or approaches enables an enterprise to enhance efficiency, lower costs, and even form a differentiation. The said principle is applicable to other industries, and likewise to the multi-level marketing industry. Keywords: multi-level marketing, morals, service capability,

Objective: Public projects are used to deliver policy objectives. From a financial perspective, the Major Projects Authority (MPA) estimated a whole life investment of £488 billion for 199 major projects in 2014, only a small subset of the total number of public projects. Given the financial exposure, the impact of endemic public project failures could put the economic health of the nation at risk. This thesis studies the challenges facing public projects. It applies an organisational capabilities lens to investigate projectification, when organisations shift away from functional-based organising (FBO) toward project-based organising (PBO). Research Design: This study adopts an interpretivist research paradigm, with a constructionist epistemology and an idealist ontology, and employs an abductive research strategy. Structurally, it follows the Cranfield Executive Doctorate in Business Administration (DBA) methodology, with a linking document that summarises three complementary research projects: a systematic literature review (SLR) followed by two empirical studies that investigate the Department of Health (DoH) during the early phases of the Next Stage Review Implementation Programme (NSRIP). The findings are derived from over 250 academic literature sources, 100 government publications and 41 semi-structured interviews.

Le processus de composition des services Web joue un rôle important dans la réalisation des architectures orientées services (SOA). Dans les environnements dynamiques dans lesquels des informations con-textuelles changent souvent, le processus de composition est souvent affec-té pendant les phases de conception et d’exécution. Ce processus devrait par conséquence être en mesure de s'adapter aux changements en temps de conception et exécution. A présent, les architectures orientées services et les mécanismes automatiques de composition de services Web ne parviennent pas à faire face aux changements continus et imprévisibles. Construire des architectures orientées services qui s'adaptent aux changements dans des environnements dynamiques révèle un défi pour les processus de com-position de services Web. En outre, les processus de composition actuelles offrent un support limité pour les utilisateurs professionnels de spécifier leurs exigences métier afin générer automatiquement les processus métiers (services Web composites). Par cela, l'écart entre les exigences fonction-nelles et non-fonctionnelles au niveau métier et les exigences techniques liées aux mécanismes de composition de services Web augmentent la com-plexité du développement d'applications ou de processus métier adaptés aux environnements dynamiques. Pour remédier à ces défis, nous introduisons le concept de rési-lience appliqué à l'informatique orientée services (nommé SOC résilient) afin de construire des applications et processus métier dynamiques en res-pectant les exigences métier dans des environnements dynamiques. La SOA résilient est conçue comme un ensemble de modèles qui affectent, et sont affectées par, d’autres modèles. Dans cette thèse, nos contributions, qui se concentrent en particulier sur le modèle d’exigence de composition et le modèle de composition des services Web, composent trois parties princi-pales: tout d'abord le modèle de d’exigence est modélisé aux trois niveaux, i.e., métier, capacité, et règle. Particulièrement, le modèle de d’exigence métier offre aux utilisateurs un langage structuré à base de langage naturelle pour spécifier les processus métier; d'autre part, un processus de trans-formation dérive par transformation un modèle d’exigence de composition à base de règles. Chaque règle représente un ensemble de contraintes multi-objectives concernant différentes variables liées au processus de composi-tion et à son environnement dynamique. Troisièmement, une approche ad-hoc de composition des services Web a été développée pour construire de services composites sans plans de composition prédéfinis dans des environ-nements dynamiques. L’approche de transformation de modèle-à-modèle génère les règles qui sont récursivement utilisées pour modifier ces modèles et ensuite replanifiés une composition ad-hoc de services Web. / Due to the distributed and asynchronous nature of Web services, the Web service composition process plays an important role in achieving SOC. In dynamic environments by which contextual information such as Web service properties and composition requirements often change, the composition process is thus affected and, consequently, should be able to adapt composite applications to changes at design time and runtime. Un-fortunately, current Service-Oriented Architecture (SOA) and Web service composition approaches lack of the ability to deal with continuous and un-predictable changes. Building resilient service-oriented architectures that are adaptable to endogenous and exogenous changes in dynamic environments reveal a drastic challenge to current composition processes. In addition, current composition processes provide a limited support for business users to specify their requirements in business languages to automatically compose business processes (i.e., composite services). By such, the gap be-tween business requirements and composition requirements related to Web services increases the complexity of developing adaptable SOA-based ap-plications and processes in dynamic environments. To overcome these challenges, we introduce the concept of Resili-ent Service-Oriented Computing (rSOC) to construct resilient SOA-based applications driven by business requirements in dynamic environments. To this end, the resilient SOA is defined as a set of models that affect and are affected by each other, and relies on a model-to-model transformation ap-proach to ensure SOA adaptability and evolution. In this thesis, we particu-larly focus on two models: a three-level composition requirement model and a Web service composition model, to establish the foundation for a re-silient SOA as follows: firstly, composition requirements are modeled in three levels, i.e., business-centric, capability-focused and rule-driven. Par-ticularly the business-centric requirement model provides business users with a structured natural language to specify requirements; secondly, a two-phase requirement transformation process builds the rule-driven Web ser-vice composition requirement model from the business-centric requirement model as set of composition rules, expressing multi-objective constraints that affect the composition process and its dynamic environment; thirdly, an ad-hoc Web service composition approach is introduced to flexibly con-struct composite services without predefined composition plans. Particularly, composition rules generated in composition process may affect other model(s) in the resilient SOA, such as composition requirement model, and recursively invoke the model-to-model transformation approach to replan the ad-hoc Web service composition approach.

長久以來，企業核心競爭能力早已被公認是企業獲利以及維繫的驅動者，對於服務業當然也不例外。為了有效生存於現今惡劣的商業環境，服務業必須維護其服務能力之成熟度，以使用者為服務的核心，並以消費者的需求為服務的出發點。唯有以客戶為本，才能使企業永續經營，故台灣服務業若要加入國際市場營運，企業服務能力將扮演一個相當重要的角色。 隨著人類壽命的延長、以及關心個人健康的中產階級崛起，健康檢查已逐漸成為新全民運動。由於市場龐大與需求旺盛，為了服務有健康意識且經濟條件佳的客群，全台醫院和專業診所紛紛設立健康管理中心，提供燈光美、氣氛佳、餐點好、服務親切的健檢環境，其中不少醫院更是砸下重金，重新改造內部裝潢與購買最新式的檢查儀器。因此，高階健檢產業如雨後春筍般的蓬勃成長。 本研究認為，為了實現更高的服務品質，高階健康檢查事業應適當的進行商業流程再造。藉由不斷地改善流程，企業得以回應並滿足顧客的需求，增加企業服務顧客的能力，持續提升服務品質。因此，本研究引用服務企業流程模式的架構，以高階健康檢查事業為研究對象，主要的研究問題分為三大部分：一為適用高階健康檢查事業的服務能力評量模式發展，其二為編輯符合實務用詞的流程領域描述說明，其三為提供高階健康檢查事業品質成長的參考軌跡。 本研究之結果，定義了高階健康檢查事業服務能力等級與成熟等級之表述方式，主動性的給予被評鑑機構一個品質提升的建議與參考的軌跡。本研究設計一套『高階健康檢查事業服務能力成熟度之自我評鑑與改善建議系統』，協助高階健康檢查事業自我評量服務成熟等級，並提供透過資訊科技應用來提升等級的建議。透過階段性的資訊科技應用採納，可妥善配置資訊科技採納進程並編製預算執行順序，來強化醫療照護服務的能力成熟度等級。 / Core competitiveness of enterprise has long been recognized as the driver of profits and sustainability of a business. Service industry is certainly in no exception. In order to effectively survive in today's harsh business environment, services business must maintain its maturity of service capabilities, treat consumer as the core of the services and serve the consumer need as the basic of services. Such consumer-oriented strategy is the key to ensure the long term prosperity of business. It is also essential to Taiwan's service industry for her successful operations in international market. With the extended human lifespan, as well as the rise of the middle class with concern about personal health, health checkup service has become a new national sport. In order to serve customers, who have health-conscious mind and favorable financial affordability, hospitals in Taiwan provide specialized clinics and health management centers. They offer soothing lights and good atmosphere as well as healthy meals and friendly services. Such reformation in health checkup business has seen vigorous market growth and received significant investment on both medical equipment and interior remodeling of examination facility. This study suggests that in order to achieve a higher quality of advanced health checkup service, adequate business process reengineering should be carried out as per need. With constantly improving processes, the service unit would be able to respond and fulfill the customer needs, increase the customer service capacity of the enterprise, and continue to improve service quality. Therefore, this study adapts service business process model as research framework and chooses advanced health checkup business as the research subject. The main research questions are divided into three parts: first is developing a service capability evaluation model for advanced health checkup business; second is editing descriptions of process areas in line with practical terms; third is providing a roadmap of advanced health checkup business to improve their service quality. Results of this study helps to define the capability level representations and maturity level representations for advanced health checkup business. It could proactively provide suggestions to and also be adopted as a reference roadmap for service quality improvement by the evaluated companies. This study also implements a “self-evaluation and improvement recommendation system for advanced health checkup service capability maturity level”, which assists advanced health checkup business to self-assess the maturity level of service capability, and provide recommendations to enhance the level through IT applications. Through the stage-wise IT application adoption, it could properly arrange IT adoption schedule, prepare budget execution order and strengthen the maturity level of health care services capability.