在應用系統人員分為作業人員和規劃人員的組織分工下，如何使應用系統所發生的各種問題，有良好的記錄工具，並可提供適當功能，能讓作業人員完全掌握問題，也能使規劃人員充分了解並改善系統瓶頸。
本研究是以一般系統分析的方法，並以實際工作環境，在使用業務資訊系統所發生的問題，相關人員如何進行記錄追蹤，以瞭解問題處理狀況，追查原因，以及安排預防對策等作業內容為藍本，進行探討。
本研究透過對日常作業需求和問題處理流程的探討，從高階的角度切入，試著提供一個「問題管理系統」的架構。本論文中提出以主索引和續索引的方式來表示問題，以方便閱讀其內容，並以設計主副式雙索引的案例索引和事件索引，配合相關問題類別，提供彈性方便的查詢機制。

While the application system support force is divided into the operational group and the functional group, how to record down all the system problems by a good tool, and it can also provide some helpful functions, for the operational group to manage all the problems, and for the functional group to improve the bottleneck of the system.
We use the general approach of system analysis but based on a real working environment to do the survey. From its business application system, to see how the operational staffs record down the problems and handle them, how they shoot the cause and fix it, and how they implement the preventive solutions.
Through the investigation on the requirement of daily operation and the processing flow of the problem, then from the high-level aspect, we would like to outline the architecture of a “problem ticket management system”.
In this paper, we propose to use a main index and a thread index to represent a problem for effectively reading its content, and apply a dual index concept, primary index and secondary index, onto the problem-case index and the system-event index, and working with other category keys, to provide a flexible and quick method for data inquiry.

第一章　緒論	      1
1.1	研究動機	          1
1.2	研究目的	          2
1.3	研究方法	          2
1.4	論文架構	          3
第二章　現況介紹	      4
2.1	組織簡介	          4
2.2	業務系統簡介	 6
2.3	系統用戶簡介	 9
2.4	系統人員分工	10
2.5	人員作業形態	12
第三章　需求說明	     14
3.1	管理面需求	14
3.2	作業面需求	14
3.3	功能面需求	17
3.4	操作面需求	21
3.5	系統面需求	22
第四章　需求分析	     23
4.1	問題序號編碼	23
4.2	時間認定	         24
4.3	時程計算	         25
4.4	定型問題	         28
4.5	查詢方式	         30
4.6	畫面格式	         32
4.7	用戶權限	         33
第五章　整體規劃	     35
5.1	檔案架構	         35
5.2	程式架構	         39
5.3	畫面架構	         41
5.4	快速索引	         42
5.5	作業改善	         43
第六章　結論	     51
6.1	評估與討論	51
6.2	未來發展方向	52
參考文獻	              53



圖表目錄
圖 1. 組織架構示意圖............................................................................ 5
圖 2. 業務系統示意圖 (內部) ............................................................... 6
圖 3. 業務系統示意圖 (外部) ............................................................... 9
圖 4. 用戶分布示意圖.......................................................................... 10
圖 5. 人員分工概況表.......................................................................... 11
圖 6. 作業型態比較表.......................................................................... 13
圖 7. 問題三大來源.............................................................................. 15
圖 8. 問題處理流程圖.......................................................................... 18
圖 9. 案例索引與事件索引.................................................................. 20
圖10. 主索引與續索引......................................................................... 23
圖11. 年度日曆範例............................................................................. 25
圖12. 問題時程示意圖......................................................................... 26
圖13. 查詢組合示意圖......................................................................... 31
圖14. 畫面格式示意圖......................................................................... 32
圖15. 用戶權限示意圖......................................................................... 34
圖16. 檔案架構示意圖......................................................................... 35
表17. 用戶權限檔主要欄位表............................................................. 37
表18. 工作日曆檔主要欄位表............................................................. 37
表19. 一般問題記錄檔主要欄位表..................................................... 38
表20. 定型問題記錄檔範例 (採購發票) ............................................ 39
圖21. 程式架構示意圖......................................................................... 40
圖22. 畫面架構示意圖......................................................................... 42
表23. 快速索引示意圖......................................................................... 43
圖24. 案例現象索引範例..................................................................... 45
圖25. 案例原因索引範例..................................................................... 46
圖26. 事件索引範例............................................................................. 47
圖27. 問題記錄範例............................................................................. 48

[1]	SNM-SL-04-09, “Mater Data User Guide” version 4.3, Information Office – Commercial Logistics, Philips Semiconductors, July 2000

[2]	SNM-SL-04-10, “Order Handling User Guide” version 4.3, Information Office – Commercial Logistics, Philips Semiconductors, March 2003

[3]	SNM-SL-04-11, “Sales Invoicing User Guide” version 3.0, Information Office – Commercial Logistics, Philips Semiconductors, June 1999

[4]	SNM-SL-04-15, “Order Evaluation and Procurement User Guide” version 4.3, Information Office – Commercial Logistics, Philips Semiconductors, March 2003

[5]	SNM-SL-04-16, “Shipping and Order Release User Guide” version 4.4, Information Office – Commercial Logistics, Philips Semiconductors, March 2003

[6]	SNM-SL-04-17, “Stock Management and Stock Accounting User Guide” version 3.1, Information Office – Commercial Logistics, Philips Semiconductors, April 2001

[7]	SNM-SL-04-18, “Commercial Integrated Management Information System User Guide” version 0.9, Logistics Systems and Procedures, Philips Semiconductors, October 1998

[8]	SNM-SL-04-20, “Direct Shipment Phase 1 (Temporary) User Guide” version 1.0, Information Office – Commercial Logistics, Philips Semiconductors, March 1998

[9]	SNM-SL-04-22, “Direct Shipment Phase 4 (Temporary) User Guide” version 1.1, Information Office – Commercial Logistics, Philips Semiconductors, July 2000

[10]	SNM-SL-09-12, “Purchase Invoicing User Guide” version 3.0, Information Office – Commercial Logistics, Philips Semiconductors, January 2000

[11]	SNM-SL-04-13, “Forecasting User Guide” version 3.1, Information Office – Commercial Logistics, Philips Semiconductors, March 2000

[12]	SNM-SL-04-14, “Sales Planning User Guide” version 2.2, Information Office – Commercial Logistics, Philips Semiconductors, April 2001