應用本體論於電子化政府系統開發之線上品質需求展開

Apply Ontology to Online Elicitation of Quality Requirements for E-Government Systems

蔡鴻儒(Hungju Tsai)

指導教授 ： 陳仲儼

國立中央大學/管理學院/資訊管理學系/碩士(2011年)

摘要

近年線上資訊系統快速發展，普及率與民眾接受度也逐漸提高。然而，在我們的觀察中，目前線上資訊系統的品質落實普遍有個問題，即是資訊服務業者於系統實際營運後再藉由使用者問卷與回饋性的資訊來做品質調整。由於這樣的被動式補強，導致開發資金浪費與開發時程延宕等。
本研究為解決這些問題，我們帶入全面品質管理的概念，建議開發過程就要帶入品質。而由於資訊服務業為知識密集服務業，其中我們認為品質落實的工作又是相對更為知識密集之部份，因此我們首先透過整理文獻找出影響資訊系統至關緊要之資訊品質、系統品質與服務品質構面，並且以本體論之本體知識建置方法來建構出資訊系統品質本體。
此外，我們藉由訪談一資訊服務業者來完成本體實例的建置案例，最終搭配規則撰寫與推論引擎而導出可供實作之品質需求，提供資訊服務業者於系統開發設計的過程中即能獲取品質需求，以提昇系統之品質水準並降低日後品質提昇之維運成本。

關鍵字

全面品質管理 ； 服務品質 ； 本體論 ； 資訊品質 ； 系統品質

並列摘要

Online information systems (OLIS) had been developed rapidly, and the public acceptance had also risen recently. However, the quality implementation of the existing OLIS was insufficient that most information service industry vendors improved quality by questionnaire surveys or users’ feedbacks after implementing OLIS. It was easy to result in resource-wasting and schedule-delaying in developing OLIS if adopting the passive improvement.
For these problems, this study presented the concept of Total Quality Control and suggested that quality need to be emphasized during the information system development process. Moreover, the information service industry was a kind of knowledge intensive service industry and the quality implement was comparative in knowledge intensive domain. Hence, this study reviewed three related dimensions which might affect the information system: information quality, system quality, and service quality. Then, this study built an information system quality knowledge model by Ontology.
Concerning the evaluation, this study worked with an information service industry vendor and added instances into the quality ontology for its project experiences. Furthermore, this study designed some rules and used these rules to reason what quality requirements was able to provide engineers some references during the function designing process. This kind of improvement in this study proposed a chance to upgrade the information system quality level and to reduce the maintenance cost in the future.

並列關鍵字

Total Quality Control ； Service quality ； System quality ； Information quality ； Ontology

參考文獻

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