因應市場的快速變化，企業必須依賴資訊系統協助日常營運。為了維持業務不中斷 並符合當時業務之需要，企業需要長期投入相當的維護成本，以保持資訊系統的正常運 作與存續。企業會基於成本、自身資訊科技能力、競爭優勢等考量選擇資訊委外。其中 軟體委外分成軟體開發與軟體維護，本研究探討軟體維護。 對企業而言，委外服務供應商能否提供讓其滿意之服務，是持續合作的關鍵。對委 外服務供應商來說，也需要穩定的業務以維持公司營運。因此，軟體維護業務對於委外 服務供應商是具吸引力。因而本研究透過個案研究法，探討委外服務供應商於提供軟體 維護服務時會面臨哪些問題？如何提昇服務滿意度？期望提供實務參考，以利商機掌握。 本研究觀察委外服務供應商在有軟體維護服務歷程中如何克服問題，提昇客戶滿意 度的過程，輔以檔案紀錄與訪談資料分析。研究發現個案公司面臨的問題有 4 點：（1） 對維護的軟體系統熟悉度不足（2）交付標準的認知（3）維護品質依賴於維護人員（4） 工作進度掌握困難。個案公司從以下 3 個方案來提昇服務滿意度：（1）建立快速回應機 制（2）提昇維護人員自身處理能力與團隊協作能力（3）藉由分享與回饋提昇團隊整體 能力。;Due to quickly changing environment, many firms must rely on information systems to excel their business operations. They must spend a considerable amount of maintenance expense to sustain their daily operations and business needs every year. For many software companies, outsourcing service has become a major source of revenue to sustain and grow their business. The key to maintain a continuous contract with firms is the satisfaction level of services the outsourcing service provider can achieve. This study use Case Study method to explore the problems outsourcing service providers may encounter and how they can improve customer satisfactions. It is found in this study that: (1) Lack of familiarity with maintenance software. (2) Delivery standards (3) Quality depends on maintenance personnel. (4) Work schedule difficult to grasp, are the problems included in this case. 3 alternatives are adopted to improve service satisfaction: (1) Establish quick response mechanism. (2) Enhance the ability of maintenance personnel and teamwork. (3) Through the knowledge sharing and feedback mechanism to enhance team capacity.
