「溝通」為營建工程成功的關鍵因子，隨者工程之規模愈大、複雜化，組織間高度依賴大量的溝通協調，才能讓工程順利進行與達成組織共同的目標。然而，營建工程之高不確定性、模糊性、利害關係人眾多與組織間溝通方式複雜等特性，難以實施有效的「溝通管理」，導致工程之時間、成本增加，工程成效不如預期。
本研究建立「營造廠跨組織溝通管理模式」，以協助營造廠利用溝通管理的手段對興建階段之施工作業中組織間的溝通進行評估與改善，進而提升整體之施工作業績效。
本研究使用ARIS塑模概念進行施工作業流程之塑模工作；再以數學量化方式解析溝通目標之相對重要性與雙矩陣分析「營造廠溝通對象」、「溝通內容」與「溝通目標」三者之關係，並找出施工作業中溝通之根本問題，結合知識學習單迴路學習概念，提升整體之溝通效能，並以知識學習雙迴路學習念檢討溝通問題，以填補溝通功能之服務缺口；最後，評估溝通改善後整體施工作業績效之提升成果。
本研究之成果，可為營造廠實施溝通管理時，提供有效之決策依據，亦可為整體溝通規劃之方法依據。本研究具體成果主要包括: (1)建立「營造廠跨組織溝通管理模式」，可提供營造廠對施工作業中之溝通進行評估，並且有系統實施溝通改善與規劃；(2)以ARIS「組織」、「資料」、「功能」與「整合」四大觀點建構流程溝通模型，再配合「溝通對象/溝通內容/溝通目標關係矩陣」，可清楚表達施工作業中之溝通運作模式；(3)將知識學習單、雙迴路學習概念應用於溝通改善與規劃工作，以確實了解工程執行過程中之溝通服務缺失，作為溝通設計之重要參考；(4)以「營造廠連續壁工程」為例，實際操作本研究建立之溝通管理模式，以驗證其可行性，並提出改善建議，亦可作為模式引用者參考。

"As projects become larger and more complex, organisations rely heavily on communication and co-ordination in order to achieve their goals and objectives. However, the high degree of uncertainty and ambiguity in construction projects, the large number of stakeholders and the complexity of communication methods between organisations make it difficult to implement effective 'communication management', resulting in increased project time and costs, and less effective projects than expected.
This study develops a "cross-organisational communication management model for construction plants" to help them evaluate and improve the com-munication between organisations during the construction phase, and to improve the overall performance of the construction work.
This study uses the ARIS modeling concept to model the process of the construction industry. It then analyses the relative importance of communication objectives in a mathematical way and analyses the relationship between "the target of communication", "the content of communication" and "the objective of communication" in the construction plant with a double matrix. Finally, the results of the study were evaluated to assess the overall performance impro-vement of the implementation work after the improvement of communication.
The results of this study will provide an effective basis for decision making in the implementation of communication management in the construction plant, as well as a methodological basis for overall communication planning. The specific results of this study include: (1) the establishment of a "cross-organisational communication management model for construction plants", which will enable construction plants to evaluate communication in the con-struction industry and systematically implement communication improvement and planning; (2) the construction of a process communication model based on the four main perspectives of ARIS: "organisation", "data", "function" and "integration", together with the "communication target/com-munication con-tent/communication objective relationship matrix", which can clearly express the communication results in the construction industry. (3) Apply the concept of single and double loop learning to communication improvement and planning to understand the communication service deficiencies in the process of project execution, which can be used as an important reference for communication design. The model can also be used as a reference for those who refer to it.

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