論文主軸是系統開發的專案團隊以現有的科技方法，面對大型組織中不同部門群組使用者對於需求功能的認知，將涉及不同群組使用者的領域知識與科技知識相互結合，產生可支援組織流程及作業的成品。因為大型、複雜系統開發的專業技術結合存在許多風險與不確定因素，本研究提出一個解決專業技術結合問題的方法，可作為發展軟體成品之參考。

在一方面，這軟體成品必須同時能支援組織作業及流程；在另一方面，又要面對滿足使用者需求。然而參與系統開發專案的組織部門與使用者越多，越難達成需求的共識，而且影響系統開發的風險就越高。所以組織在系統專案的使用者參與設計，是影響專案結果績效的關鍵因素。

在這樣的軟體開發環境，本研究建議以TQM組織系統觀點作為在一個良好基礎管理建設下的資訊系統專案開發團隊及使用者溝通之基礎，並提出一項提升軟體生產力與品質的組織程序開發資訊系統。本研究提議的這程序包含兩個面向，一是以TQM觀點的品質提升流程作為基礎管理建設及成員參與的基礎﹔另外是由高階主管協調與管理組織參與人員和系統開發團隊的專業技術結合過程。

本研究從TQM的觀點強調一個管理基礎建設能力的重要性，讓組織領域之問題得以浮現，形成穩定及明確的資訊需求，促成系統開發所需的組織領域知識與科技知識知識結合，讓軟體成品可以在組織正常的運作。例如以本研究提議的程序開發ERP滿足組織的需求，ERP系統能夠支援組織營業部門提供訂單生產狀況的服務。

The design team of System development projects is facing cognition of these users to requirement function in several departments of a large organization. The mix of both domains’ knowledge involves these users of various groups and technology knowledge by the capabilities of existing technology and consequently creates the artifact to support organizational process and job. Because of the risks and uncertainties associated with Skill Mix in large, complex system development, the purpose of this research argues that a Skill Mix problem and solution acquired in the building and application of an artifact in a timely and cost-effective manner.

On the one hand, the artifact can effectively support organizational process and job. On the other hand, the artifact is facing a difficulty that meets user needs. Nevertheless, the amount of organizational departments and users participated in the IS project are much too difficult to reach a participative, consensus cognition. Software development risks become too high. Therefore, organizational users participate design in the IS project is a crucial factor in affecting performance outcome.

For such software development environment, this research suggested that both the design team and users of IS project apply a TQM organizational system perspective to Management Infrastructure as a base for communication. In addition, this study proposed an organizational process to improve software productivity and quality in system development. This research argues the process has two parts. One is the TQM Perspective as the base for management infrastructure and stakeholder participation. The other is a skill mix process concerning the management to coordinate and manage the interaction between stakeholders.

This research stressed a systemic approach of developing infrastructure capabilities to enable implementation of Skill Mix to conduct the stable and meaningful requirement. The artifact is able to perform regular function in order to improve Skill Mix process of both Organizational domain knowledge and technology knowledge in system development. For example, this research argues this process to develop ERP system meets the business needs. ERP system is able to support that sales department sells service with producing condition of an order for goods.

目錄 I
圖目錄 III
表目錄 IV
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機與目的 2
1.3 研究問題 3
1.4 研究流程 4
第二章 文獻探討 5
2.1系統開發的專業技術結合 5
2.1.1專業技術結合意義 5
2.1.2 需求分析與系統設計 18
2.1.3 溝通協調 24
2.2系統開發中專業技術結合與成效的關係 28
2.2.1 資訊科技觀點 29
2.2.2 使用者參與系統開發觀點 38
2.2.3 組織涉及系統開發專案的觀點 40
2.3 一個組織系統觀點下的專業知識結合 42
2.3.1 TQM組織系統的意義 42
2.3.2 一個TQM組織系統觀點 43
2.3.3一個TQM組織系統觀點的使用者參與設計 53
2.3.4 一個TQM組織系統觀點下的專業技術結合看法 54
第三章 研究方法 55
3.1 IS研究架構 57
3.1.1 環境 58
3.1.2 營運需求 58
3.1.3 知識基礎 58
3.1.4 增加知識基礎 59
3.2研究架構 61
3.3研究設計 62
3.3.1 詮釋主義(Interpretivism)的基本原則 62
3.3.2 實證主義與詮釋主義的比較 63
3.4研究指導方針 64
3.4.1設計科學的研究應用 64
3.4.2 設計科學的指導方針 65
第四章 詮釋內容 69
4.1 設計如同工作成品(DESIGN AS AN ARTIFACT) 69
4.1.1專業技術結合構面(Construct) 69
4.1.2 一個提升軟體開發模型(model) 70
4.1.3 一項提升軟體開發程序的方法(method) 88
4.1.4 實例(Instantiation) 說明 99
4.2 有效解決問題(PROBLEM RELEVANCE) 118
4.3 設計評估(DESIGN EVALUATION) 119
4.4 研究貢獻(RESEARCH CONTRIBUTIONS) 120
4.5 研究嚴謹度(RESEARCH RIGOR) 120
4.6 設計就像一個搜尋的過程(DESIGN AS A SEARCH PROCESS) 123
4.7 設計的交流(COMMUNICATION OF RESEARCH) 124
第五章 未來發展與建議 126
5.1 研究建議 126
5.2 研究限制 128
參考文獻 130
中文部份 130
英文部份 130
附錄 140
1.品質提升流程 140

中文部份
資策會，能力成熟度整合模式v1.02，2002年

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