论CMM与ISO9000在软件过程管理中的差异

本文通过质量管理的发展进程、软件产品开发的特性以及对ISO9000与CMM模型的比较阐述了实施过程管理的必然性以及它对提高软件开发水平具有的深远、重要意义。     

结合ISO 9000品质管理系统与PZB缺口模式以达成顾客满意目标之整合方法

The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model. Related requirements of ISO 9001:2000 QMS were "build-in" into the five gaps of the PZB Gap Model, during 3 phases, for the achievement of service quality. In phase 1, to identify Gaps by using PZB Gap Model as an analysis tool; In phase 2, we fill Gaps by applying ISO 9001:2000 clauses requirements; In phase 3, action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2. The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective. It can not only to help both the manufacturing and service industries to satisfy or exceed the ultimate customer needs, but also to improve the processes among enterprises' whole quality management system. To verify our suggested model, we helped a university's Extension Education Training Center in Taiwan to establish its ISO quality management system. A Quality Manual and some ISO procedures were assigned to improve related "Gap" which designed in accordance with our integrated model. From the help of such an ISO and PZB combined philosophy, not only its efficiency improved, the higher trainee satisfaction was also reached.     

ISO9000在软件组织的实施模型

在分析国际上影响最为深远的质量管理标准ISO9000的基础上，针对我国软件产业的现状，提出了一个在软件组织贯彻实施ISO9000标准，以达到软件质量和软件过程管理的实施模型。     

ERP与ISO9000相互融合促进信息化建设

ERP和ISO9000彼此间相互依存、相互促进,相互融合的,他们的结合既有利于推进企业信息化的进程,也有利于ISO9000质量管理体系的稳定运行.     

基于ISO9000的软件质量保证模型

软件危机出现了40多年依然未得到根本的解决,究其原因,业界人士已充分认识到缺乏规范有效的软件质量保障技术和手段是一个主要的原因.随着长期社会化生产的发展,全面质量管理已经形成了一整套理论和体系,并出现了一些国际标准和业界标准.旨在针对我国软件产业的现状,提出一个符合我国国情的软件质量保证模型和实现框架.     

基于ISO9000质量管理体系的高校多媒体管理及服务系统设计

本文把高校的多媒体管理系统与ISO9000质量管理体系相结合,探讨了基于ISO9000质量管理体系的高校多媒体管理及服务系统的设计,主要包括两方面,一是把质量管理体系应用到服务教学方面,二是把质量管理体系应用到内部管理方面,而内部管理同时又是为了更好地服务教学,通过ISO9000质量管理体系二者可达到空前的统一.     

ISO9000质量管理体系认证监督管理信息平台设计及应用

本文首先分析了当前认证行业的问题和弊端,指出搭建统一的质量管理体系认证监督管理信息平台的必要性,并基于J2EE框架,MVC设计模式,并结合富客户端技术当前非常流行的Ajax技术完成了这个统一的平台的系统分析和系统设计.     

职业学校实施ISO9000质量管理体系的理论与实践探索

ISO9000是国际标准化组织（ISO）制定的组织内部的质量管理标准。该标准早期主要运用于经济组织的管理中，后来逐步运用于学校、政府事务等各项质量管理中。ISO9000（以下简称“9000标准”）运用于学校管理，     

基于项目管理的软件开发过程及应用

本文先对项目管理进行简单的阐述，然后将软件开发作为一个项目，论述了项目管理技术在软件开发过程中的应用：并着重分析了在ISO9000和CMM质量管理的基础上，Bmwser／Server结构下软件质量管理平台的主要组成框架和技术．其中主要包括工作流和文档流的管理以及软件过程管理和改进的框架。     

ISO 9000 versus CMM: Standardization and certification of IS development

A growing number of software developers use standards as a basis for their quality systems. Some of them go one step further and have their quality systems certified. In this paper, two well-known quality standards, ISO 9000 and the CMM, are compared. It is concluded that both standards are useful but there is a growing need for more specific standards.     

基于ISO9000的税务办公工作流的分析与设计

在分析了税务办公工作流特性的基础上，利用协同和群件技术，给出了基于ISO9000的税务办公自动化系统的架构，为使税务工作符合ISO9000标准提供了信息平台，促使税务工作的信息化，现代化、提高工作效率和服务质量。     

基于95598大数据的电力客户满意度分析

客户满意度反映了客户期望值与客户体验的匹配程度,是评价客户服务质量的一个重要指标。在电力客户满意度研究中,最重要的是获取真实的客户满意度评价结果。本文利用电力客户服务所积累的真实业务数据,提出了基于分层结构的客户满意度得分判定方法,该方法具有严谨的三层结构设计,与实际数据紧联系,逻辑逐层递进,互为补充,从而实现了从模糊的满意度评价到直观的满意度得分的顺利转化。随后通过实际应用案例研究,将电力客户满意度评价与具体的业务过程相联系,提出研究技术路线,对抽取的业务数据进行满意度得分转化,并利用R语言挖掘客户满意度较低的深层原因。所提方法突出了电力客户服务测评的综合性,能客观地从用户体验的角度反映服务质量,具有现实应用价值。     

Software processes, assessment and ISO 9000-certification: A user's view

The Austrian Research Centre Seibersdorf and its IT-Department are involved in the development of critical computer systems and in standardization in this field for many years (SAFECOMP '89, '90, '91, '93, IEC SC 65A WG9 and WG10, IEC TC 56, partners in the European initiative ESPITI and the networks ENCRESS and OLOS). The certification process for ISO 9001 started with a pre-audit in December 1993, and the certificate was successfully achieved at the end of June 1994. ISO 9000–3 (somehow more process-related than ISO 9001) and the ESA Software Engineering Standards (lifecycle model, process models) were the key input to the Quality Management (QM) System of the IT-Department. Additionally, the Department of Information Technology has successfully applied for a BOOTSTRAP license early in 1994. Four members of the staff of the IT department are qualified as external BOOTSTRAP assessors at the moment. In preparation for ISO 9000-certification and during BOOTSTRAP-training we learnt much about organizations, process improvement and project management, especially by reviewing our own processes critically as well as reviewing the impact and relevance of the schemes to follow when ISO 9000 certification or BOOTSTRAP licensing is the goal to achieve. Direct as well as indirect business benefits were achieved.     

ISO 9000与CMM模型的比较

阐述了在软件机构中贯彻ISO9000质量管理国际标准，CMM概念和结构，CMM有5个过程成熟度等级；并对ISO9000和CMM之间的关系做出比较。     

基于模糊综合评价法的商洛旅游业顾客满意度研究

近几年国家不断评选旅游城市、美丽乡村、特色小镇等项目工程,目的是提高各省市旅游事业,提升城市经济收入水平,因此旅游业成为一个城市经济增长的主要途径。论文以陕西省商洛旅游业为例来研究顾客满意度,通过问卷调查搜集有关数据,构建了商洛旅游业满意度体系及因子权重值,采取模糊综合评价法从旅游价值、基础设施、服务质量、管理方法四个方面分析顾客满意度,数字化方式计算顾客满意度的价值,最终商洛旅游业得到了顾客的肯定。从顾客满意度的价值来分析,探讨了今后商洛旅游业的发展与改进方向,希望商洛旅游业的发展越来越好,城市的旅游环境、服务质量、管理水平不断提升。     

Frameworks for quality software process: SEI Capability Maturity Model versus ISO 9000

With the historical characterization of software development as being costly due to massive schedule delays, incorporation of the ever-changing technology, budget reductions, and missing customer requirements, the trend of the 1990s in establishing a quality improvement or a quality assurance programme has been over-whelming. The two popular models or frameworks for assessment of a quality assurance programme are the US government-sponsored Capability Maturity Model (CMM) and the internationally recognized ISO-9000 quality standards. Both of these two frameworks share a common concern regarding software quality and process management. Since it is not clear which of these two frameworks is most effective in achieving their shared objectives, it is valuable and timely to provide an objective overview of both models and to compare and contrast their features for quality software development. Because there are many legitimate areas for comparison, we have selected the two most important as a basis for comparison: (1) the role of management, and (2) the application of measurements. We also provide a summary of the reported impact of these two models on the organizations adhering to their standards, and include our observations and analysis.