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    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/31089
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/31089


    Title: 企業整合軟體在電信業應用之研究-以某電信公司案為例
    Authors: 陳麗慧
    Contributors: 姜國輝
    陳麗慧
    Keywords: 企業應用整合軟體
    客戶關係管理系統
    帳務系統
    開通系統
    加值服務應用平台系統
    EAI
    CRM
    Billing System
    Provisioning System
    Application Platform
    Date: 2006
    Issue Date: 2009-09-14 09:13:59 (UTC+8)
    Abstract: 近年來,電信業已由寡占走向了完全競爭市場,伴隨著消費者意識的抬頭,有限的市場大餅,更侷限了用戶數的大躍進,因此各家電信營運商無不卯足全力,專注在提供吸引消費者的產品、資費方案、以及ARPU(Average-Revenue-Per-User)的提昇…等議題上。企業要如何面對競爭慘烈的市場?如何保持內部流程的彈性去因應變化?基於上述事項,如何運用資訊科技來達到企業的目標就更加重要了,而EAI 的功能,提供了企業對應用系統的整合,維持流程的彈性應用,更進而協助企業降低整合風險、節省資訊軟體的開發與維護成本、強化供應商的合作關係,進而產生對企業的效益。

    本研究使用個案研討的方式,選定幾項關鍵流程進行深度分析,針對電信業在營運系統上整合的議題作探討,並說明企業整合應用軟體導入所帶來的效益。對於電信產業而言,客戶關係管理系統、帳務系統、開通系統、加值服務應用平台系統…等是整合的開端,亦是重點之所在。經由EAI軟體的導入,提供營運應用系統之間資訊的同步,也相對的提供決策人員反應快速的資訊。

    電信業者在系統建置中,如何有效運用企業整合軟體之特性來整合各異質性平台應用系統,以達到資訊的整合,並藉由資訊的及時傳遞提供各不同應用系統使用者一致的資訊,進而提高資訊的可用度及客服人員及門市人員對客戶的服務,增加企業的競爭力。
    Telco has already been moving toward perfect competitive market since last decade. Meanwhile, along with the ideology of consumers that dominates the trend and momentum of open market. It also blocked the growth rate of subscribers in domestic market. Under such circumstance, all Operators are fully concentrating on value-added product, tariff, rate plan…and so on, to attract consumers so that Operators are able to increase the ARPU (Average-Revenue-per-User).

    How to face the severe competitive market? How to maintain the flexibility of internal process to adopt the drastic changing market? Based upon above mentioned issues, it is very important to use information technology to approach this target. Nevertheless, the functionality of EAI (Enterprise Application Integration) offers an all-in-one solution and integration to application system. Still, it also maintains the flexibility of process flow. Further more, it reduces the risk of enterprise integration and saves cost in terms of implementation and maintenance. On the other hands, EAI is not only to enhance the relationship of suppliers but also generate the synergy of enterprise.

    The purpose of this theme is to deeply analyze the critical process inside company. Besides, it also points out that how to use EAI in Telco field for the purpose of gaining benefit to Operator. Telco’s IT system includes CRM (Customer relationship management), Billing system, Provision, and the platform of value-added service and application. After installing EAI, it is able to offer the synchronization among all application system and capable to expedite the response time of decision makers.

    In addition, it is very important to use EAI to integrate the different application platform. After that, EAI is able to consolidation all necessary information and deliver all users with same information just in time. Customer Service Division and Chain Store could transfer this power to secure better services to consumers then enlarge the competition of enterprise.
    Reference: 中文部份
    (1) 姜國輝、陳冠竹、鍾豐謙(2001),資訊產業供應網路管理與資料交換之電子化,資訊管理研究,第三卷,第二期,四月,頁16-41。
    (2) Berson, A., Smith,S., Thearling, K, CRM Data Mining應用系統建置,麥格羅‧希爾,台北(2001)。
    (3) CRM研究中心,http://www.crm.org.tw/。
    (4) 周宣光(2004),政大EMBA「產業電子化」課程講義
    (5) 林玉凡(2001), 「EB前瞻產品-企業應用程式整合(EAI)產品之探討」,資策會。
    (6) 金雄、張克章、黃源樹、黃亮宇(1997),「IDEF0 方法運用在財務作業流程改造之研究」, 第十界全國自動化科技學術研討會, 中興大學工學院機械系主辦, 台中市,民八六年,833-840 頁。
    (7) 季延平、郭鴻志(1995),系統分析與設計:由自動化到企業再造,臺北市:華泰文化出版。
    (8) 姜國輝、許榮洲、黃惠卿(2004),台灣金融集團共同行銷現況與資訊系統整合架構之探討,5-10頁。
    (9) 姜國輝與葉飛等(2001), TradingServ:一個B2B 協同商務平台,政治大學資管系專案設計課程報告,台北。
    (10) 姜國輝(2004),「策略性服務產業-電子化協同商務資訊應用研究」,資策會計劃申請書。
    (11) 祝天雄(2005),整合性製造管理資訊系統開發之研究∼以國防工業體系中心工廠為例。
    (12) 周忠信、杜孟儒、郭振堯、羅國書,「利用RFID 與BPEL技術建構即時企業」, 機械工業, 273期, 2005/12, p.142~149
    (13) 何配芳(2001),協調機制之應用─以工作流程代理人為例,全國碩士論文摘要檢索系統:P8~11
    (14) 林耀珍(2004),快速建置與管理商業流程的機會來臨,http://www.microsoft.com/taiwan/msdn/columns/200408softdev.htm
    (15) 黃惠卿(2004),資訊科技在共同行銷應用之研究~以銀行與保險業務為例,政治大學經營管理所。
    (16) 楊正甫(2000),物件導向分析與設計,松崗,台北。
    (17) 夏光宣, EDI簡訊期刊第十一期
    (18) 王玉民(1998),淡江人文社會學刊【創刊號】,P39~46
    (19) David Dichmann(2002),UML 9 張圖大公開!PowerDesigner UML 建模簡介,http://www.mpinfo.com.tw/pdffile/BluePrint6.pdf
    英文部份
    (1) Peak, R. S., Lubell, J., Srinivasan, V. and Waterbury, S.(2004), “STEP, XML, and UML: ComplementaryTechnologies”, J. Comput. Inf. Sci. Eng., Vol.4,P.379-390.
    (2) John Zachman(1987), "A Framework for Information Systems Architecture", IBMSystems Journal, vol. 26, no. 3.
    (3) Rick Kuzyk (2002), "Web Services :Standardizing EAI," eAI Journal (April), P.23-25.
    (4) Karl R.P.H. Leung , Jojo M.L. Chung ,”The Liaison Workflow EngineArchitecture” Hawaii International Conference on System Sciences 1999. IEEEVolume:10 Page(s).
    (5) M.Millie Kwan and P.R.Balasubramanian ,”Dynamic Workflow Management:A Framework for Modeling Workflows” ,IEEE Volume:10 Page(s).
    (6) Linthicum, D., (2004)“Next Generation Application Integration: From Simple Information to Web Services”.
    (7) Gorton, and A. Liu,(2004) “Architectures and Technologies for Enterprise Application Integration, ” Proceedings of 26th International Conference on Software Engineering, , P. 726-727.
    (8) Chiang, J.(2003), Zachman Framework, Presentation slides for UN/CEFACT TMG Intri-Meeting, December.
    (9) Jacobson, Booch, Rumbaugh,(1999)“The Unified Software Development Process”, Addison Wesley -1999 - ISBN 0-201-57169-2.
    (10) Sybex,(1999),”Mastering UML with Rational Rose”.
    (11) Martin Fowler and Kendall Scott,(1998)”UML Distilled: Applying the Standard Object Modelling Language”, Addison Wesley and Unalis, 1998 - ISBN 957-22-2992-3.
    (12) McClintock, C. C. ,Brannon, D. & Maynard-Moody, S. (1983). “Applying thelogic of sample surveys to qualitative case studies: The case clustermethod”, In J. Van Maanen (Ed.). Qualitative methodology (pp. 149-178). Beverly Hills, CA: Sage.
    (13) Patton, M. Q. (1990). Qualitative evaluation and research methods. Newbury Park, CA: Sage.
    (14) Glaser, B. G. & Strauss, A. L. (1967). Discovery of grounded theory: Strategies for qualitative research. Chicago, IL: Aldine.
    (15) Miles, M. B. (1983). Qualitative data as an attractive nuisance: The problem of analysis. In J. Van Maanen (Ed.). Qualitative methodology (pp.117-134). Beverly Hills, CA: Sage.
    Description: 碩士
    國立政治大學
    資訊管理研究所
    93932621
    95
    Source URI: http://thesis.lib.nccu.edu.tw/record/#G0093932621
    Data Type: thesis
    Appears in Collections:[資訊管理學系] 學位論文

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