| Summary: | 碩士 === 輔仁大學 === 資訊管理學系 === 98 === In recent years, the huge impact from the global economic crisis has forced numerous industries into a readjustment period which carefully economized on IT investment. The Information and Communication Technology (ICT) industry is very much dependent on other industries to exist, and consequently their involvement was inevitable. There have been a number of attempts of cost and resource management to cope with financial crisis. The thesis adopts a decision support system (DSS) as a foundation to build up a new human resource dispatch model. Once building a new prototype with references to the factors of feedback model, while combining with acceptances of customer, performance assessment system and cost analysis into performance management system which may solve for the gap in the “Traditional Human Resource Dispatch Model”.
The purpose of the thesis is to confer on the best way to dispatch human resources, so that, IT maintenance service, for instance, users can efficiently take advantage of feedback information, performance assessment and management, as a result, to make decisions of human resource dispatch more desirable. In this research, the use of earned value analysis method to calculate the maintenance operations of the schedule and cost; In addition, enterprise may be able to control the cost of human resource more effectively, and to avoid stumbling into human resource dispatch and decision making. In terms of performance management, it is helpful to judge performance, either subjectively or objectively. Furthermore, with the capability of integrating feedbacks of real demand and suggestion, it is capable of improving satisfaction, service quality and efficiency for the purpose of customer relationship management.
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