【作者】 孙强；

【导师】 黎妹红；

【作者基本信息】 北京交通大学 ， 软件工程（专业学位）， 2021， 硕士

【摘要】 在OA系统运维过程中,某公司信息部门经常接到用户各式各样的需求。所有用户都想快速、完全实现自己的需求。由于时间、资金、人员数量等资源有限,考虑到诸多方面的要求,如何正确处理交付需求的先后顺序,就显得极为重要,这就是需求优先级。但是信息部门常常凭直观经验来判断需求优先级,有时会造成资源分配不合理、需求安排不科学,进而受到用户投诉,对年底的部门评比结果造成一定影响。为改善这种状况,就需要搭建一套判定需求优先级的模型,来辅助信息部门的决策更加完善。本文是以OA系统的需求优先级决策为研究对象。首先运用德尔菲法,通过查阅文献和问卷调研,全面梳理可能对需求优先级造成影响的原因,得到20个指标因素,并对其进行了统计学分析,使得结果可信可靠。与以往直观经验相比,这些指标因素涵盖范围更广、更加全面合理。然后采用定性的解释结构模型方法(Interpretive Structure Model,ISM),分析得到各指标因素之间相互关系,并进行了层次划分。根据解释结构模型得到的指标层级关系,从需求特点、用户、运维团队三方面对20个指标因素使用量化的层次分析法(Analytic Hierarchy Process,AHP)进行分析,得到指标因素的权重,构建需求优先级决策模型。在进行需求优先级决策效果检验时,考虑到指标因素是模糊并且不易衡量的指标,于是结合量化的模糊综合评价,并根据信息部门实际情况,形成两种决策方式。运用决策模型,根据得分高低,对实际需求进行先后排序。参考该排序结果执行后,信息部门的需求工作推进顺利。根据该模型,分析指标因素背后的原因和薄弱点,并提出建议,加以改进,促进工作,形成良性循环。当需求数据积累足够多时,可进行数据统计分析,得到需求特点规律并将其应用于工作,起到预判和示警的作用。与以往信息部门的需求工作相比,本文充分梳理需求优先级的影响因素,并结合使用定性的解释结构模型和定量的层次分析法对指标因素进行处理,得到需求优先级决策模型。该模型是通用模型,可对信息部门的大量需求工作进行排序。在使用该模型决策时,结合实际情况,采用量化的模糊综合评价方法设计出两种决策方式,使得需求优先级决策模型更具实用性。同时,探索需求规律,用以指导工作,提前调配资源。更多还原

【Abstract】 In the process of OA system operation and maintenance,the information department of a company often receives a variety of user requirements.All users want to achieve their requirements quickly and completely.Due to limited resources such as time,money and personnel,how to reasonably arrange the order of delivery requirements is very important,which is the requirement priority.However,the staff of the information department often judge the priority of requirements based on intuitive experience,which sometimes results in unreasonable allocation of resources and unscientific arrangement of requirements.If the information department receives complaints from users,it has an impact on the departmental evaluation results at the end of the year.To improve this situation,a set of requirement priorities decision model needs to be established to assist the information department team to make more scientific and reasonable decisions.This paper focuses on the requirement priorities decision of OA system.Firstly,the Delphi method is applied to comprehensively sort out the factors affecting requirement priorities through literature review and questionnaire research,and 20 indicator factors are obtained and statistically analyzed to make the results credible and reliable.Compared with previous intuitive experience,these indicators cover a wider range and are more comprehensive and reasonable.Then the Interpretive Structure Model(ISM)is used to analyze the relationship between each index factor,and the hierarchy is divided.According to the hierarchical relationship obtained by the ISM,20 index factors are analyzed by using quantitative Analytic Hierarchy Process(AHP)from three aspects of requirement characteristics,users and operation and maintenance team.The weights of index factors are obtained,and the requirement priorities decision model is established.When testing the effect of requirement priorities decision-making,the information department considers that the index factors are fuzzy and difficult to measure,so two decision-making methods are formed by combining quantitative fuzzy comprehensive evaluation,according to the actual situation of the information department.The decision model is used to prioritize the actual work requirements according to the score.After the implementation of the ranking results,the requirements work of the information department is promoted smoothly,and the user satisfaction is improved.Finally,according to the requirement priorities decision model,the reasons and weaknesses of the index factors are analyzed and recommendations are made to improve them.If the amount of requirement data is sufficient,statistical analysis of the data will be carried out to obtain the regularity characteristics of requirement and applied to work to play a role of prediction and warning.Compared with the previous requirement work of the information department,this paper fully sorts out the influencing factors of requirement priorities,and combines the qualitative Interpretive Structure Model and the quantitative Analytic Hierarchy Process to process the index factors to obtain the requirement priorities decision model.This model is a general model,which can sort a lot of information department’s requirement work.When using this model for decision making,the quantitative fuzzy comprehensive evaluation method is used to design two types of decision making,which makes the requirement priorities decision model more practical.At the same time,we need to explore the laws of requirement to guide our work and allocate resources ahead of schedule.更多还原