隨著全球化的時代來臨，世界各地的軟體公司，不僅要面對國內業者的競爭，還有隨之而來國際大廠的挑戰，因此國內的軟體業者勢必得增強本身的軟體品質。國內的政府機構及民間單位，合力推廣能力成熟度整合模式(Capability Maturity Model Integration,CMMI)，希望能透過國際化專業的評鑑，改進其軟體開發過程的品質。
朝向高軟體成熟度發展的過程中，CMMI Level 4須對軟體發展的過程進行量化估計，經常運用的手法就是統計流程控制(statistical process control,SPC)，包含管制圖(control chart)、魚骨圖(fishbone diagram)、柏拉圖(pareto chart)…等相關手法，使整個軟體發展過程穩定，產出可預期的績效。
SPC早期應用於製造業，成功改進其產品品質，而軟體的一些特性，例如軟體開發屬於人力密集及創意的活動，不僅增加控制上的變異性，還有實作上的困難性。
本研究透過文獻整理及個案訪談，配合個案公司- A公司的實務，歸納整理出一個SPC及CMMI Level 4可執行於國內軟體公司的架構，其中包含兩個觀點，一個是組織觀點，另一個是方法論觀點。組織觀點包含CMMI Level 4及SPC導入於軟體業所經歷的階段，以及組織架構應該如何設計。方法論觀點包含SPC執行的步驟、使用的方法工具。方法論觀點同時會以控制理論整理相關的控管機制。最後說明如何將SPC整合到公司的系統發展生命週期上。
本研究所提出的架構，可提供國內欲導入CMMI Level 4及SPC的軟體公司實作時的參考。

With the globalization era, software companies around the world not only have to face competition in the domestic industry, as well as the subsequent challenge of large international companies. For this reason, domestic software companies must to upgrade their own software quality. Domestic government agencies and non-governmental units together promote Capability Maturity Model Integration (CMMI). Hope to improve their quality of software development process through internationalized professional evaluation.
Towards the high-maturity software development process, software development process should be estimated quantitatively in CMMI Level 4. There are frequently used statistical process control (SPC) methods, including control charts, fishbone diagram, pareto charts ... and other related practices. Its goal is to maintain stability of overall software development process, so the output performance can be expected.
Primitive SPC applied in manufacturing industry, successfully improving the quality of their products. But some characteristics of software, such as software development is human-intensive and innovative activities. It increases not only variability of control, but also difficulties of implementation.
In this study, collate and analyze the operational framework of SPC and CMMI Level 4 through study of literature and case study with the case company-A company's practices. It contains two points, one is organization point of view, the other is methodological point of view. Organizational point of view includes stage of CMMI Level 4 and SPC implemented in the software industry, as well as how to design the organizational structure. Methodological point of view includes the steps to run SPC、useful methods and tools. Methodological point of view also uses control theory to collate relevant control mechanisms. Finally, we illustrate how to integrate SPC into the company's system development life cycle.
The framework can provide a reference for domestic software companies of longing for implementing CMMI Level 4 and SPC.

第1章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 3
第四節 研究範圍 3
第五節 研究流程 7
第2章 文獻探討 9
第一節 SPC 9
第二節 應用SPC於軟體開發 16
第三節 控制理論 37
第四節 CMMI認證制度 46
第3章 研究方法 49
第一節 研究架構 51
第二節 研究設計 52
第三節 資料分析 55
第4章 個案描述 56
第一節 個案公司簡介 56
第二節 CMMI於個案公司的現況 58
第三節 SPC與CMMI之關係 59
第5章 個案分析 61
第一節 導入SPC於軟體業的組織觀點 62
第二節 導入SPC於軟體業的方法論觀點 71
第三節 SPC相關手法與系統發展生命週期做結合 91
第6章 結論 95
第一節 研究結論 95
第二節 研究限制 100
第三節 研究貢獻 101
第四節 後續研究建議 102
參考文獻 103
附錄一、A公司訪談大綱(一) 106
附錄二、A公司訪談大綱(二) 107

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