組織運用資訊作業委外服務達成組織營運目標，是整體市場的趨勢。台灣自西元2000年起由政府大力推動導入CMMI模型，以提升組織軟體發展與維護能力。軟體品質度量包含軟體發展過程品質、軟體運行過程品質與軟體維護過程品質。軟體開發過程中的品質評估，通常做為軟體驗收要件，而顧客對於軟體品質的感知主要來自於軟體運行過程中的感受，這一部份感受包含軟體維護品質。此外，國內近來藉由導入ISO/IEC 20000提升資訊科技服務管理能力的組織越來越多，但是有關的研究多以資訊科技基礎設施或組織管理機制為研究標的，欠缺以軟體運行服務品質為標的的研究。致使軟體完成開發上線後的品質無法被評估，提供軟體開發過程的改善因素。
本研究以實證研究方法，使用管制圖及敘述統計分析方法，探討採購方和供應方分別導入ISO/IEC 20000及CMMI for Development條件下的資訊作業服務品質，對資訊作業服務中的軟體運行品質進行分析，將軟體運行過程所產生的問題維護、變更開發、諮詢服務及顧客滿意度等因素做比對，了解影響軟體運行資訊作業服務品質的因素，提供組織導入國際標準及改善軟體發展之參考。

It is a trend for organizations to leverage information technology outsourcing service to achieve business objectives. To improve software development and maintenance capability, Taiwan Government has been promoting to implement CMMI from year 2000 on. There are three major IT service dimensions include software design and development, operation and management of hardware and software environment, the use of information technology. Software quality metrics include quality of software development process, quality of software operation, and quality of software maintenance. Evaluation to quality of software development process is often used as elements of the software acceptance criteria. Customer perception of software quality is mainly from perception of software operation quality that includes experience with software maintenance quality. Recently, there are more and more organizations to improve its IT service maintenance capability through the implementation of ISO/IEC 20000. Most of previous researches on IT service quality were more focus on the quality of software development process, information technology infrastructure management quality or IT organization management mechanism.. There were few researches discussing software operation quality resulting in lack assessment to software quality after provision of the software.
This is an empirical research to study software operation quality under the condition that buyer site implements ISO/IEC 2000 and supplier site implements CMMI for Development. Control charts and descriptive statistical analysis methods are used to analyze the relation between software operation problem management, bug fixing, software change, consulting services, and customer satisfaction to explore factors impact software operation quality. This helps the implementation of implementation of internal standards improve software development and maintenance quality.

中文部份
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英文部分
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