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政大典藏 > College of Commerce > Department of MIS > Periodical Articles > Item 140.119/73104

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/73104

Title:	A SYSTEM MAINTENANCE PROCESS FOR FACILIATING REQUESTS MANAGEMENT AND CONFLICTS RESOLUTION
Authors:	楊亨利 LIU, CHI-LUN;YANG, HENG-LI
Contributors:	資管系
Keywords:	Information system maintenance;request management;viewpoint integration;conflict resolution
Date:	2010-11
Issue Date:	2015-01-21 11:25:05 (UTC+8)
Abstract:	Managing maintenance requests in information systems from stakeholders has been relatively neglected by academic researchers. This study proposes Enhancive Request Management (ERM), a method of managing enhancive requests from multiple stakeholders. The proposed method, based on hermeneutics, includes request formation, feedback, and conflict resolution processes. The request formation process is designed to handle the maintenance requests. The feedback process controls the changes of request formation results. And the conflict resolution process deals with diverse opinions. Besides, this work introduces a blog-based tool to support ERM. Two companies have tried this tool and provided some usage opinions. The empirical data reveals that the ERM methodology can improve request management works.
Relation:	International Journal of Software Engineering and Knowledge Engineering (IJSEKE),20(7),899-920
Data Type:	article
DOI link:	http://dx.doi.org/10.1142/S0218194010004992
DOI:	10.1142/S0218194010004992
Appears in Collections:	[Department of MIS] Periodical Articles

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