ISO 9001對資訊部門的影響 ─以北部某封裝測試廠為個案分析

The Impact of ISO 9001 on Information Department — A Case Study of A Packing and Testing Foundry

劉小鳳(Liu Hsiao-Feng)

指導教授 ： 吳信宏

亞洲大學/資訊學院/資訊工程學系碩士班/碩士(2004年)

摘要

根據 Megee與 Tripp指出，全球目前約有五十個不同的組織及國家發行與維護將近三百一十五種軟體工程標準、指引、手冊、技術報告與其他規範文件。在如此眾多的軟體工程標準及國際認證下，許多以軟體開發為主的組織在有限的成本限制條件，以及對標準與認證施行後成效的疑慮的情形下，即使知道這些標準或認證是有助於提升自身的競爭能力，但大部份仍選擇觀望其它組織是否有成功的執行典範，再行決定自身的取捨行動。
在軟體開發的流程中，經常發現如開發者誤解使用者的需求、開發者與使用者期望的不同、使用者需求的不確定性等問題產生，而影響到軟體的品質。林信惠、黃明祥、王文良指出，影響軟體品質的主要因素共有五大項，包含：（1）人員方面；（2）制度方面；（3）軟體開發環境方面；（4）管理方面；與（5）技術方面。
由於個案公司資訊部門在軟體開發過程中亦有上述問題的產生，而個案公司資訊部門主管認為ISO 9001的某些面向考量，有助於改善軟體開發流程作業，因此根據部門自身的基礎和狀況，依循ISO 9001標準展開軟體品質管制活動，對於軟體品質的提升產生了相當大的助益。故本研究透過個案分析的方式，探討下列三點：（1）個案公司資訊部門依循ISO 9001 標準於日常運作中實際施行的作法；（2）比較個案公司資訊部門受到 ISO 9001 標準影響前後的比較；及（3）利用SW-CMM模式的關鍵流程領域（Key Practice），去檢視個案公司資訊部門在軟體開發流程中是否還有可以再強化的部份。
而個案公司依循 ISO 9001標準所採取的相關因應措施，為提昇軟體品質帶來相關的效益共有下列十一點：（1）可減少使用者及開發部門對需求之爭議；（2）可縮短新進人員摸索新系統的時間；（3）減少人員流動的影響；（4）縮短軟體開發時程及驗收時程；（5）提高軟體產品與服務品質；（6）降低軟體專案失敗風險；（7）增加使用者滿意度；（8）有助於提高軟體開發技術；（9）減少相關部門溝通之流程；（10）降低企業員工教育訓練的成本；與（11）改善部門內部管理。
本研究的貢獻在於提供個案公司資訊部門依循 ISO 9001標準所採取的相關具體因應措施，並對個案公司資訊部門提出合適的建議。

關鍵字

軟體品質 ； 軟體能力成熟度模式 ； ISO 9001

並列摘要

Megee and Tripp have pointed out that there where approximately 315 software engineering standards, guidelines, handbooks, and technical reports issued by roughly 50 organizations and countries. However, those standards and guidelines were very limited in implementation because companies tend to observe if other companies have been successfully implemented to increase their competitiveness.
In software development processes, some commonly seen problems, such as misunderstanding of user’s requirements, different expectations existed between developers and users, and uncertainties of user’s requirements would affect the software quality. A research report has summarized that personnel, systems, software development environment, management, and technologies affect the software quality.
The information department in this case company has numerous problems discussed above. The management in information department believes that some dimensions in ISO 9001 would be beneficial to improve the software development process. Thus, based upon the software quality control activities in ISO 9001 as well as the department basis and conditions, the software quality has been dramatically improved. The purposes of this study are to investigate
（1） how a packing and testing foundry practices the ISO 9001 in a daily basis,
（2） the differences before and after the ISO 9001 implementation in information department, and
（3） how the software development process can be further improved by applying the key practices of the SW-CMM (Capability Maturity Model for Software) in the information department.
The benefits of following ISO 9001 guidelines have brought this case company as follows: (1) Reduce the conflicts between developers’ and users’ requirements, (2) Shorten the time for new staffs to get familiar with new systems, (3) Reduce the turnover of personnel, (4) Reduce the time to develop software, (5) Improve software product and service quality, (6) Reduce the failure and risk of a software project, (7) Increase users’ satisfaction, (8) Upgrade the software development technologies, (9) Reduce the communication process among departments, (10) Reduce the training costs, and (11) Improve the internal management.
The major contribution of this study is to provide how this case company acts based upon ISO 9001 guidelines as well as to provide suggestions to improve the current operations.

並列關鍵字

Software Quality ； Capability Maturity Model for Software ； ISO 9001

參考文獻

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