CMMI概念導入服務階位評比模型

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/25767

Title:	CMMI概念導入服務階位評比模型 The CMMI Concept Import Service Level Appraisal Model
Authors:	陳奕誠 Chen, Yi-Cheng
Contributors:	資訊管理學系
Keywords:	CMMI 服務品質服務品質量表標準作業程序 capability maturity model - integrated service quality SERVQUAL standard operating procedure
Date:	2013-06
Issue Date:	2013-10-29 13:45:42 (UTC+8)
Abstract:	本研究的目的在於對實行服務的過程品質的確認，對於服務品質的評定，建立有別於現今普遍採用結果績效為評鑑指標的評比模式，將用於許多大型軟體業者確認組織內部軟體工程階位所採用的軟體評估標準CMMI的分階概念導入本研究所建置的服務階位評比模型中，同時以PZB的SERVQUAL量表之服務品質因子為研究模型的基礎構面延伸為服務行為的五大原則確認問項，兩者結合以建置用於自我評量的服務階位評比模型。模型測試的對象為台灣北部某知名飯店的第一線服務人員(計有三個部門)，測試方式採用自評測試，模型測試問題屬於服務行為之描述，以達到涵蓋過程品質的評比。測後其評比結果呈現上針對於第一線服務人員給予等級的評比、用雷達圖來表現其服務品質過程中實際過程屬性的落點並用直條圖來表現其服務品質之優勢階位，針對個別受測者弱項給予維持並提升服務品質之建議方法，此舉對服務業人員有服務品質改善上的幫助，在建議方針上也可使組織對於實施服務業務的人OJT培訓(On the Job Training)或Off JT培訓的方向有所確認的參考，並規劃出更有效率的教育訓練課程。 The purpose of this study is to check the quality of service process. For appraising the quality of service, to establish appraisal model which is different from commonly using Performance results for the rubric nowadays. To build the level concept of the CMMI into the service level appraisal model in this study. Furthermore, to take SERVQUAL which is brought up by Parasuraman, Zeithaml and Berry as basic aspect of this study. And as question model of the service behavior. Combine both to build the service level appraisal model. The tested object of the model is the first line service staff in a well-known hotel in northern Taiwan. This is a self-assessment test mode. Question model is the description of the service behavior. To achieve the appraisal which covers the quality of the process. In the presentation of the results, the first line service staff will be given a level. Use radar chart to show the weakness of the process attributes in quality of service. And use the straight bar chart to show the advantages of the quality of service. Against the weaknesses for testers, give recommendation to maintain and enhance the quality of service. It is helpful for improving on quality of service to the service staff. The results of the test can also let the organization to decide the implementation of the OJT or Off JT on this service staff. And make a more efficient plan of education and training programs.
Appears in Collections:	[Department of Information Management & Graduate Institute of Information Management] Thesis

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