服務資訊系統之分析與設計方法論架構

An Analysis and Design Methodological Framework for Service Information System

顏士傑(Shi-Jie Yan)

指導教授 ： 高信培

國立中央大學/管理學院/工業管理研究所/碩士(2011年)

摘要

在全球產業環境迅速變遷的環境之下，服務業儼然成為產業發展的趨勢。在發展產品或服務的過程中，為了迅速設計產品或服務，必須透過一套合理有效的方法與執行步驟。然而，如何在快速開發服務平台的過程中，又能將服務現場可能之狀況設計到系統平台，為許多服務系統開發者所面臨的挑戰。
因此本研究目的在提出一方法論架構，期望幫助服務的開發人員在系統建置的過程中，能兼顧開發的效率以及系統中各個角色的需求。首先運用營運模式分析定義服務的價值、顧客、支援流程、以及財務四構面。基於營運模式分析，我們以服務藍圖設計服務現場可能的服務傳遞程序，所需的資源以及員工、顧客之間的互動。最後利用統一塑模語言作為系統分析與設計上的工具。在案例探討中，我們將所提出的方法論用於發展醫療旅遊服務產業。

關鍵字

醫療旅遊服務 ； 統一塑模語言 ； 資訊系統 ； 營運模式分析 ； 服務藍圖

並列摘要

The environment of global industries is changing rapidly. Service has become a development trend of industrial restructuring. In a process for developing products or service, we need a reasonable and effective method or steps to shorten Time-to–Market. However, it’s a challenge for the service system developers, if they are concerned about both the development efficiency and the probable situation of the service business process.
The methodological framework proposed by this study is expected to help the service system developer, for completely designing the each role’s requirements into the system with efficiency. First of all, we use Business Model Ontology (BMO) to analysis our value proposition, customer, partner network and finance of service system. Then we use service blueprint to design the possible process of service delivery, required resources, and the interaction between customer and employees. Finally, with adopting UML (United Modeling Language) to model the related activities, components and operation process for the service system. In the case study, we use the Medical Travel Service Industry as a validation for demonstrating the proposed methodology.

並列關鍵字

Information System ； Business Model Ontology ； Service Blueprint ； UML ； Medical Travel Service

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