基於多重代理人的雲端應用: IT辦公室資產分配鏈研究

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研究生：	趙浿琪 Chao, Pei Chi
論文名稱：	基於多重代理人的雲端應用: IT辦公室資產分配鏈研究 Multi-Agent-Based Cloud Utilization for IT Office-Aided Asset Distribution Chain
指導教授：	孫宏民
口試委員:	姚銘忠賴源正賴尚宏陳朝欽黃慶育洪為璽孫宏民
學位類別：	博士 Doctor
系所名稱：	電機資訊學院 - 資訊系統與應用研究所 Institute of Information Systems and Applications
論文出版年：	2013
畢業學年度：	102
語文別：	英文
論文頁數：	74
中文關鍵詞：	雲端運算、IT 資產、供應鏈、流程再造、多重代理人系統、軟體即服務
外文關鍵詞：	cloud computing, IT asset, SCM, BPR, multi-agent system (MAS), SaaS
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IT辦公室資產(包括桌上型電腦、電話…等)是企業內大多數的辦公人員的必備工具。從訂購到分派這些成套的工具給公司(新進)員工的流程本質來看，儼然就是一個企業內的供應鏈，在這篇文章中，供應鏈中複雜的訊息分享和傳遞主導了工作流程的效率。因此，我們藉由重新設計分派IT辦公資產流程以及整合多地點/單位和多角色/任務的工作型態，將這條資產分派鏈改造成為一個以多重代理人為基礎的雲端協同作業應用服務，並且企圖以此來降低這條IT辦公資產分派鏈的人力成本，增進工作效率和解其中的人員操作性議題。從實際使用的經驗數據結果顯示，IT辦公室資產分派鏈的流程時間減少，並進而達成及早發放IT辦公資產的目標，減少(新進)員工因缺乏辦公工具而造成的人力浪費。另外，本研究其餘的貢獻還包括藉由這個以代理人為基礎的協同運作平台，將本研究中分派鏈的管理模式由集中、批次化處理轉換成平行的訊息傳遞和作業方式；以及藉由代理人為基礎的簡化系統介面設計，讓系統使用者可以藉此快速地了解IT辦公資產分派流程全貌以及分派流程的工作進度。這種為了因應快速且大量的資產(源)分派活動，而以代理人為基礎的雲端協同作業應用系統，可應用在大規模且動態的訊息分享的環境。例如:集團企業中相似度極高的作業流程，讓集團公司減少IT支出成本、同時提升IT因應快速變遷的企業環境的效率；也可以應用於政府、軍事部門或者大規模的救災資源分派活動。

IT office-aided assets (ex. PC, Telephone, etc.) are required tools for most office workers in an enterprise. The assets distributing process from ordering to dispatching the composite office-aided assets for new employees itself is a supply chain within a company. In this article, the IT office-aided supply chain processing efficiency is obviously affected by the accurate information processing in an open sytem. This study aims to reduce labor costs, increase process efficiency, and resolve operational issues in the supply chain, by reengineering the process and integrating the multi-sites and multi-roles/tasks into a multi-agent-based collaborative cloud application service. The result shows that the empirical data supports the goals in twofold/two aspects: the process time is reduced, and thus the goal of issuing the IT office-aided composites at an early time is also achieved. Additional contributions of this study include converting batch processing of centralized management into parallel information processing by an agent-based collaborative platform and a simplified interface allowing users to get the picture of the entire flow in a snap shot with the help of a simplified interface. Meanwhile, agent-based cloud utilization for rapid and abundant distribution can be adopted in the large-scale dynamic information sharing environment, such as company subsidiaries with similar processes, large-scale emergent gatherings in the government, military or the distribution of necessities to refugees in a disaster.

Table of Contents
Abstract    ii
Table of Contents    iv
List of Tables    vi
List of Figures    vii
Chapter 1 Introduction    1
Chapter 2 Literature Review    5
2.1     IT Physical Asset Management    5
2.2     Information Sharing and Multi–Agent    8
2.3     Cloud Computing, SaaS Multi-Tenancy and Multi-Agent    12
2.4     Interaction Design for Agent-Based Collaborative Network    15
Chapter 3 Case Description    19
3.1     Overview    19
3.2     Sign-off Process to Apply for the NT Account and IT Device    23
3.3     Centralized Information Transmitting    23
3.4     Delay and Reworking Resulting from Obscure Demands    24
3.5     Excessive Oral Inquiries Reflect the Need of Updating Status Immediately    25
Chapter 4 Multi-Agent-Based Information Chain Integration And Collaborative System Design    27
4.1     Proposed IT OA Assets Dispatching Process    27
4.2     System Framework and Architecture    35
4.3     Design of Multi-Agent    37
4.4     Collaboration Among Agents and Human Beings    42
 4.5     User Interface Design    44
4.5.1   Configuration    46
4.5.2   Collaboration Interface    49
4.5.3   Agent-Based Personal Interface    50
4.6     Procedures of Initiating Service    51
Chapter 5 Comparison And Discussion    53
5.1     Measuring Matrics and Data Collection    53
5.2     Business Target and Measured Performance    54
5.3     Multi-Agent and Gain of Process Time     55
5.4     Multi-Agent and Decentralized Management    59
5.5     Collaborative Agent-Based Interface in the Form of Shared External Representations and Transparent Workflow    60
5.6     Reducing Excessive Stock and Re-distributing Assets as a Result of Accurate Requirements    61
5.7     Collaborative Platform with Cloud Utilization and the Challenges of a Changing Environment    62
Chapter 6 Conclusion And Future Work    65
    65
References    68

 
List of Tables
Table 1 Agent types and description    41
Table 2 Roles vs. processing time (hour)    58

 
List of Figures
Fig.1 IT OA asset dispatching behavior model (current method)    22
Fig.2 IT OA asset dispatching network diagram (current method)    29
Fig.3 Co-sign process diagram (current method)    33
Fig.4 Improved task proceeding diagram (proposed method)    33
Fig.5 IT mediator (current method) Fig.6 Transmission agent (proposed method)    33
Fig.6 Transmission agent (proposed method)    33
Fig.7 Apply NT account process diagram (current method)    33
Fig.8 Apply NT account process diagram (proposed method)    33
Fig.9 IT OA assets dispatching activity diagram (current method vs. proposed method)    34
Fig.10 Native Multi-tenancy Framework    36
Fig.11 Physical system structure diagram    37
Fig.12 Agents-based cooperation diagram of the IT OA asset dispatching system    38
Fig.13 Preparation phase of man-system activity diagram    44
Fig.14 Operation phase of man-system activity diagram    45
Fig.15 Company configuration    47
Fig.16 Company specific web content configuration    47
Fig.17 Group member account setting    47
Fig.18 Site configuration    48
Fig.19 Item configuration by site    48
Fig.20 Collaborative interface design    50
Fig.21 User specific web content and NT account filtering    51
Fig.22 Procedures to start service    52
Fig.23 OA assets prepared percentage vs. workday    55
Fig.24 Process time of current criterion vs. proposed solution    58
                                

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