探討導入CMMI對客戶滿意度與組織績效之影響

國內資訊軟體產業持續不斷地發展，推動能力成熟度整合模式(Capability Maturity Model - Integrated, CMMI)將有助於資訊軟體產業產值的提升，進而增加台灣資訊軟體產業在全球的能見度，因此國內軟體產業積極推廣導入CMMI以提升軟體開發產能與品質。許多公司因無法了解CMMI所帶來之價值與成效，仍抱持觀望態度，而CMMI在不同國家文化中導入之差異性也受到學者們之注意。因此，本研究欲研究三個問題：1.探討導入CMMI軟體流程改善效益之專案軟體開發、軟體品質及生產力、員工職涯、團隊及工作環境、問題分析與分析與建模的成效；2.探討導入CMMI軟體流程改善效益對於客戶滿意度及組織績效之影響;以及3.探討不同的國家導入CMMI與台灣軟體流程改善效益之差異。本研究以國內導入CMMI之公司實施問卷調查，回收率約為40%。採用迴歸分析回收之資料，以檢驗本研究所提出之假設。研究結果顯示導入CMMI軟體流程改善效益、客戶滿意度與組織績效之間皆有相關影響，CMMI軟體流程改善效益中的軟體品質及生產力、員工職涯、團隊及工作環境、問題分析與分析與建模對客戶滿意度有顯著影響。CMMI軟體流程改善效益中專案軟體開發、員工職涯、團隊及工作環境與問題分析對組織績效有顯著影響。客戶滿意度對組織績效有顯著影響。整體而言，導入CMMI會增加軟體流程效益進而影響客戶滿意度與組織績效。

關鍵字

軟體流程改善；能力成熟度整合模式； CMMI ；客戶滿意度；組織績效

並列摘要

The Capability Maturity Model Integration (CMMI) model was introduced by Software Engineering Institute as a reference framework for improving the software process maturity. This model has been undertaken to guide the management of the software process over the years in Taiwan. The effectiveness of software process is a major concern for managers, but there is little empirical evidence of the impact of the CMMI model on organizational performance. It is here that valid and reliable empirical evidence is needed. This study aims to examine the implication of the software process effectiveness on customers’ satisfaction and organizational performance. A survey method was conducted to present and discuss the perception of skilled professionals working on process improvement initiatives based on CMMI in the Taiwan software industries about their use of CMMI. A total of 150 questionnaires were sent to the IS professionals and the response rate was nearly 60%. Multivariate regression analysis was used for testing the hypotheses proposed by the research model. The results confirm that software process effectiveness have impacts on customers’ satisfaction and organizational performance. These findings support IS managers with valuable information to revisit their priorities in terms of the relative efforts in adopting CMMI.

並列關鍵字

Software process improvement ； Capability Maturity Model Integration ； CMMI ； Customer satisfaction ； Organizational performance

參考文獻

謝文川，2009，“導入CMMI對專案績效的影響”，淡江大學資訊管理學系碩士在職專班碩士論文。

李坤清、陳怡彰和黃堅南，2009，“國內軟體組織導入CMMI之成效研究”， Electronic Commerce Studies，7卷，4期，451-480。

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吳成豐，鄭國鴻，2005，“公司治理與組織績效之相關性研究─以台灣小企業為研究對象”，中華管理評論國際學報，8卷，3期。

王宏任，2007，“資通訊科技(ICT)服務業客戶滿意度之跨國比較-以亞太地區市場為例”，國立政治大學經營管理碩士學程碩士論文。

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探討導入CMMI對客戶滿意度與組織績效之影響

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