資訊系統已不在只是資訊科技的應用、亦或作業流程的資訊化，而是組織核心知識的外顯化建置，製造業運用資訊系統，有效率地掌握生產運作過程，進而提高即時交貨能力、改善物料流通性能與提高生產回報率來提升生產，而資訊值班人員提供系統 7 天 24 小時，不間斷運轉之異常處理服務，讓產線操作員得以連繫通報異常問題，只要產線發生任何的資訊系統異常，皆連繫值班中心由資訊值班工程師做第一時間處置，以維持各系統的穩定性及問題應變能力，資訊值班人員在處理問題過程中，需要用到發生問題所用的資訊，也要對該問題的作業規範有所瞭解，方能對問題進行分析處理，在取得使用者所輸入的資訊，以及作業規範知識往往要耗費許多的時間，對處理問題經驗不足的同仁，會有不正確的解決問題手法。
本研究經由訪問平常處理問題的資深資訊同仁，以及資深系統的使用者，歸納出利於分析問題、即時取得正確系統作業規範知識、以及回饋解決問題手法的系統架構特性，使用Design Patterns發展出具回饋問題及知識的系統架構，將其實作本研究系統架構，並以軟體工程學院（Software Engineering Institute， SEI）之系統維護的機制和ISO/IEC 9126軟體品質之維護特性來驗證，實作出的系統架構在資訊系統發生問題時，會記錄發生問題時所使用的資訊及錯誤置於哪個作業以利問題的分析，也會回饋該作業版本的規範知識加速對問題的釐清，並回饋該問題的相關解決手法知識，另外在使用者角度而言，對於作業規範知識的取得及運用更為便利。經驗證符合訪問歸納出的系統特性，以及SEI和ISO/IEC 9126制定維護特性的期許。
目的在於：一、自動收集問題相關資訊，避免人員遺漏描述問題的資訊。二、回饋規範知識以利資訊人員釐清問題，以及問題的相關解決手法。三、收集問題及回饋作業規範知識，讓同仁對系統現況的熟悉度更快速，及利於作業規範知識的取得和運用。

Problems the information technology staff would face in dealing with information system of product line. Through the assistance of experienced IT staff and users , summing up questions that can be easily analyzed ,obtaining accurate and timely system knowledge norms of operation , the feature of system framework with feedback on problem solving approach. In this study, we use Design Patterns to develop a system framework with feedback on problem and knowledge, mechanism of system maintenance of Software Engineering Institute (SEI) and ISO/IEC 9126 software quality feature maintenance. The system records information at the occurrence of technical problems and the operation where errors incurred for problem analysis. With feedback on knowledge norms of the operating version accelerate problem clarification process, and related problem solving approach. For the perspective of users, btaining knowledge norms of operation and application with ease. The result matched the system feature inducted from the survey, and the expectation of SEI and ISO/IEC 9126 feature maintenance.

Key words: Design Patterns, MES, Knowledge, System Maintenance.

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