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企业流程知识撷取之方法论 ─ 以A公司之客诉处理流程为例

【中文摘要】:企业流程是

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组织传递知识的重要媒介,也是知识创造的场所,流程导向的知识管理已成为多数企业的执行重点。

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为使企业流程与知识管理系统能妥善地结合,本研究将利用设计科学研究法 (Design Science Research Methodology, DSRM) 归纳出一套企业流程知识撷取的方法论,其中说明了企业流程分析、流程知识撷取以及知识地图建构的方法与步骤,并运用此方法论协助个案A公司解决其客诉处理流程所面临的问题,以验証方法论之可行性。本研究提出了企业流程分析与知识管理的整合性方法论,此研究成果可协助未来企业进行流程导向知识管理系统的规划。
【英文摘要】:The business process is an important delivery medium of knowledge as well as an arena for the creation of knowledge, and nowadays more enterprises have begun to focus on process-oriented knowledge management. In order to properly integrate business process and knowledge management system, this research followed the design science research methodology to propose a knowledge extraction methodology for business process. This methodology includes three phases: business process analysis, process knowledge extraction and knowledge map construction. In order to verify its feasibility, we use this methodology to solve problems existing in A-company’s customer complaint process. This research proposed an integrated methodology of business process analysis and knowledge manag

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ement. The research achievement could provide instruction and suggestion for enterprises to conduct the planning of process-oriented knowledge management systems.
【参考文献】:

  • 中文参考文献
  • 陈永隆、庄宜昌,《知识价值链》,台湾:中国生产力中心,January 2005。
  • 翁德昌,《企业流程管理技巧》,台湾:宪业企管顾问有限公司,September 2007。
  • 吴仁和,《资讯管理-企业创新与价值创造》,5th Edition,台北市:智胜文化,June 2014。
  • 梁定澎,《资讯管理理论》,台湾:前程文化,March 2012。
  • 屈君懋,「企业流程之方法研究」,国立中山大学资讯管理学系硕士论文,2010年3月。
  • 张建雄,「以工作流程为基础的知识盘点系统之研究」,国立台湾科技大学资讯管理学系硕士论文,2010年6月。
  • 英文参考文献
  • Akhavan, P., Adalati, M., Sharifi, S. and Reza, H., “The Challenges of Knowledge Management Portals Application and Implementation: An Iranian Organizations Case Study,” International Journal of Industrial Engineering Computations, Vol. 1 No. 1, January 2010, pp. 79-93.
  • Aviv, I., Levy, M., and Hadar, I., “Knowledge-Intensive Business Process Audit: The Practical Aspect,” Proceeding of the 9th International Conference on Knowledge Management and Knowledge Technologies, Graz, Austria, September 2-4 2009.
  • Choy, S. Y., Lee, W. B., and Cheung, C. F., “A Systematic Approach for Knowledge Audit Analysis: Integration of Knowledge Inventory, Mapping and Knowledge Flow Analysis,” Journal of Universal Computer Science, Vol. 10, No. 6 June 2004, pp. 674-682.
  • Davenport, T. H., and Short, J. E., “The New Industrial Engineering: Information Technology and Business Process Redesign,” MIT Sloan Management Review, Vol. 31, No. 4, 1990, pp.11-27.
  • Davenport., T. H., Process Innovation–Reengineering Work through Information Technology, Harvard Business School Press, Boston, Mass, 1993.
  • Grey, D., “Knowledge Mapping: A Practical Overview,” SWS Journal, 1999.
  • Hammer, M., and Champy, J., Reengineering the Corporation, New York: Harper Collins Publishers, 1993.
  • Hammer, M., and Stanton, S. A., The Re-engineering the Corporation, New York: Harper Collins Publishers, 1995.
  • Jung, J., Choi, I., and Song, M., “An Integration Architecture for Knowledge Management Systems and Business Process Management Systems,” Computers in Industry, Vol. 58, No. 1, January 2007, pp. 21-34.
  • Kim, S., Suh, E. , and Hwang, H., “Building the Knowledge Map: An Industrial Case Study,” Journal of Knowledge Management, Vol. 7, No. 2, 2003, pp. 34-45.
  • Liebowitz, J., Rubenstein-Montano, B., McCaw, D., Buchwalter, J., Browning, C., Newman, B., and Rebeck, K., “The Knowledge Audit,” Knowledge and Process Management, Vol. 7, No. 1, pp. 3-10.
  • Logan, D., and Caldwell, F., “Knowledge Mapping: Five Key Dimensions to Consider,” Gartner Group Research Note, 2000.
  • Nevo, S. and Wade, M. R., “The Formation and Value of IT-Enabled Resources: Antecedents and Consequences of Synergistic Relationships,” MIS Quarterly, Vol. 34, No. 1, March 2010, pp. 163-183.
  • Peffers, K., Tuunanen, T., Rothenberger, M. A., & Chatterjee, S., “A Design Science Research Methodology for Information Systems Research.”, Journal of Management Information Systems, Vol. 24, No. 3, Winter 2007, pp. 45-77.
  • Perez-Soltero, A., Barcelo-Valenzuela, M., Sanchez-Schmitz, G., Martin-Rubio, F., and Palma-Mendez, J. T., “Knowledge Audit Methodology with Emphasis on Core Processes,” European and Mediterranean Conference on Information Systems, Cosra Blanca, Alicante, Spain, July 6-7 2006.
  • Seethamraju, R., and Marjanovic, O., “Role of Process Knowledge in Business Process Improvement Methodology: A Case Study,” Business Process Management Journal, Vol. 15, No. 6, 2009, pp. 920-936.
  • Speel, P., Shadbolt, N. R., Vries, W., Dam, P. Van and O”Hara, K., “Knowledge Mapping for Industrial Purposes,” Twelfth Workshop on Knowledge Acquisition Modelling and Management, Alberta, Canada, October 1999.
  • Teece, D. J., “Strategies for Managing Knowledge Assets: the Role of Firm Structure and Industrial Context,” Long Range Planning, Vol. 33, No. 1, February 2000, pp. 35-54.
  • Wang, C. L., and Ahmed, P. K., “The Knowledge Value Chain: A Pragmatic Knowledge Implementation Network,” Handbook of Business Strategy, Vol. 6, No. 1, 2005, pp. 321-326.
  • 来源:中山大学;作者:柯婉婷
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