Dissertations / Theses on the topic 'Business Process Reengineering and System Dynamic'

This thesis is concerned with the effectiveness of change agents within organisations. The argument presented is that the effectiveness of change agents depends on their ability to develop an understanding of the complex situations they are faced with. This includes a rich understanding of their own role within the situation. The systems approach described by Churchman (1971, 1979) and further developed by Ulrich (1983) provides methods that aid the development of a rich understanding of, inquiry into, and intervention in complex socio-technical situations. The structure of the paper will take the following form: Part 1: Appreciative systems and the systems approach. Performance criteria for change agents are declared. The key role of appreciation ineffective change management is highlighted. An explanation of appreciative systems and how the systems approach can make them more effective is presented. Finally an appreciative frame for human populated (social) systems is explained. Part 2: Investigating sources of purpose in traditional Business Process Reengineering (BPR).Before developing the complete the appreciative framework in Part 3, our understanding will be consolidated by applying the human populated systems frame to organisational change (business process reengineering) as a system.

This naturalistic case study investigated a business reengineering project at a large company located in the Northeast. Because the Human Resources (HR) department had downsized, decision makers within HR began investigating the feasibility of customizing a purchased HR Information System. To ensure that the new HR information system was usable by all employees, project leaders wanted to include performance support concepts into the customization of the system. The main focus of my research was investigating the major issues associated with incorporating performance support principles into a system development life-cycle model. The analysis of these data included a qualitative approach where I described the critical events relating to performance support system development that occurred on the project. In addition, I used the diffusion of innovation theory to analyze and interpret the data. Results indicated that there were major inconsistencies with the term "performance support" and the need for implementing performance support solutions on the project. Some Information Technology team members realized the importance of incorporating performance support into the system development life-cycle. However, because of the tight time frame for customizing the software with performance support concepts, several members of the Information Technology team believed that incorporating performance support for the initial release was unreasonable. For the initial release of the new HR information system the role of the Performance Support team shifted from seeking performance support solutions towards pursuing traditional training solutions for teaching employees how to use the HR information system.<br>Ph. D.

Diploma thesis is about business process reengineering (BPR) and its business processes in student organization ESN VSE Prague -- Buddy System. Main goal is business process reengineering and their support by information system BuddyIS, which helps to meet stu-dent's requirements. First chapter debates about processes theirs modelling and reengineer-ing. It discusses methodologies of BPR in general and then it chooses own methodology for this thesis. Next part is practical and starts with characteristic and analysis of student organization ESN VSE Prague -- Buddy System. It describes cultural environment, current status of IS/ICT and global process model. Global process model is core for next chapter, which identifies processes in organization and chooses those ones for reengineering. Those chosen processes are analysed more in detailed in detailed process diagram based on BPMN. Next part is considering process redesign based on awareness and understanding their workflow. According to redesign, proposed changes are implemented to information system BuddyIS based on principles of OpenUP. Last chapter analyses aftereffects caused by business process reengineering according to process audit made by M. Hammer (PEMM) and chosen factor measuring process performance. Fact that, chosen business processes are supported by information system BuddyIS is main benefit of this thesis.

Deoiling of petroleum wastewater is a major concern in petroleum process engineering. The conventional design procedure for deoiling systems consists of nine consecutive stages involving different people or groups. This thesis considers reengineering the conventional procedure, with the aim of increasing the efficiency of the process and productivity of people involved. The thesis then investigates the development of the appropriate computer support tools for the new procedure. The reengineering of the procedure is based on concepts proposed by Hammer (1990). The resulting procedure consists of four stages, where parallelism of the different tasks in the conventional procedure is explicitly considered. A model of the new procedure is described in UML (Unified Modelling Language). The advantage of using UML instead of using just natural language description is that UML uses graphical representation that is easy to use and less prone to ambiguity. Based on the new procedure, a decision support system called CODES (Conceptual DEsign of deoiling Systems) was designed and implemented. CODES supports the stages of wastewater assessment, equipment options at different locations, treatment disposal options and recommendations for final process configuration. Two Case Studies using operating field data are reported. The Case Studies using CODES proved to be straightforward to use and produced appropriate comments on the performance of the existing designs and proposed alternatives to satisfy the design requirements. CODES results agreed with knowledge from previous plant trials. The contribution of this thesis to the deoiling design process is twofold. Firstly, a critical review of the conventional procedure has resulted in a new one, which has potential benefits of improving a company's efficiency by reducing the number of people and activities involved, and shortening the design time. Secondly, the feasibility of applying the new procedure and CODES is successfully demonstrated through the case studies. Limitations and areas of extensions are also identified.

Goal of this thesis is to analyze processes in company’s warehouse, optimize it and create backend of warehouse’s information system. Application aim to evidence income goods, stock and expedition. System allows comunicate with web services of delivery companies. It was implemented in PHP with use of Nete, Slim and Doctrine. Application was successfuly implemented and tested.

The main aim of this article is the solution of actual reengineering business process problem of labor intensity calculation, which is carried out at the JSC Nasosenergomash enterprise. The model of the existing process is formed in this work, which analysis allow to identify factors that reduce the effectiveness of the calculation. As a result of the research was formed a renewed model of the updated business process, without revealed faults. The technology, which will allow the reengineering business process is proposed and will lead it to the new model.

I samband med systemutveckling och annat förändringarbete finns det behov av att göra en verksamhetsanalys för att utveckla kunskap om nuvarande och framtida verksamhet. Verksamheter är komplexa och ofta svåröverblickbara företeelser. För att hantera problemet med att skapa överblick bygger flera ansatser för verksamhetsanalys på Langefors teori om oöverblickbara system, vilken syftar till att reducera komplexitet genom att dela in verksamheter i olika nivåer av delsystem. Tillämpningen av denna teori resulterar ofta i ett fokus på verksamhetens organisatioriska funktioner och därmed ett alltför otillräckligt fokus på dem som verksamheten finns till för. Under 90-talet har ett antal processorienterade ansatser för verksamhetsutveckling lanserats som istället sätter kunden i fokus. Dessa ansatser bygger på en horisontell och flödesorienterad syn, där verksamheter betraktas som bestående av sekventiella delprocesser som transformerar input till output. Exempel på sådana ansatser finns inom Business Process Reengineering, Total Quality Management och Process Management. Problemet med att dela in verksamheter i delar återkommer även inom processorienterade ansatser. Det saknas kriterier för processbestämning, dvs grunder för att avgränsa och indela verksamhetsprocesser. En annan syn på process, vilket är en reaktion mot denna transormationsorientering, är den kommunikationsorienterade i vilken etablering, fullföljande och avslutning av åtaganden genom relatering av kommunikationshandlingar istället fokuseras. Enligt den kommunikationsorienterade synen på process betraktas aktörers kommunikationshandlingar inom och mellan organisationer som det essentiella, vilket leder till att transformationsaspekter undertrycks. I avhandlingen har grunder och arbetsstätt för processbestämning utvecklats. Detta har gjorts genom att tillämpa en teoridriven, induktiv och modelleringsbaserad forskningsansats. Kunskapsutvecklingen baseras empiriskt på processbestämningar genomförda i 13 verksamheter. Avhandlingens kunskapsbidrag är bland annat ett vidareutvecklat processbegrepp, vilket utvecklas genom en dialektisk ansats där motsättningarna mellan den transformationsorienterade och den kommunkationsorienterade synen på process övergryggas. Med utgångspunkt i det vidareutvecklade processbegreppet har sedan kriterier för processbestämning genererats, där produkter och aktörsrelationer identifierats som viktiga klasser för kriterier. Dessutom har avhandlingen resulterat i angreppssätt och arbetssätt för processbestämning, den sk teorin om oöverblickbara verksamhetssystem. Denna teori bygger på en annan dialektik och utgör en kunskapssyntes. Motsättningar överbryggas mellan systemtänkandet för indelning av verksamheter i delsystem och det rådande processtänkandet för att betrakta verksamheten som bestående av olika processer (huvudprocesser, delprocesser och aktiviteter). Att genomföra en verksamhetsanalys genom här föreslagen processbestämning innebär att kunskap om olika helheter med dess delar kan utvecklas. Dessa helheter och delar benämns processtyp, variantprocess, delprocess och social handling. Denna avhandling bidrar med kunskap om hur verksamheter kan uppfattas, avgränsas och indelas, i samband med processorienterad verksamhetsanalys.

Thesis (MBA)--Stellenbosch University, 2000.<br>ENGLISH ABSTRACT: Modern companies need to compete on a global level to obtain sufficient capital from investors. That is why it is becoming increasingly important for companies to concentrate particularly on fulfilling the expectations of the investment community. With this in mind, companies have begun to optimise their operational business processes in order to gain a greater degree of efficiency and in doing so greater security. This movement started in the early nineties with intensive Business Process Reengineering (BPR) exercises. A key enabler for increased efficiency through Business Process Reengineering was the infrastructure provided by the development of integrated software packages called Enterprise Resource Planning (ERP) systems. BPR exercises are normally part and parcel of an ERP implementation project. After the implementation of an ERP system in any business, management will also be in a vastly better position to control the business operations through better information delivery. Most companies are still controlled and managed on the basis of historical financial figures such as profit. Traditional financial statements are increasingly being viewed with distrust due to the perceived ease with which they can be manipulated. As many investors value companies and their performance on the basis of expected "future free cash flows" (excess cash after investment in all positive NPV projects), many companies are now switching from profit-based management to the more comprehensive Value Based Management principles, that takes this into account. A key enabler of the Value Based Management approach is the development of a Balanced Scorecard (BSC) that contains the measures whereby the business should be controlled and measured. With the BSC, a business strategy is translated into a strategic measurement system that focuses on more than just the traditional financial aspects by including measures in other areas of a business, such as customer satisfaction or internal efficiencies. In the BSC financial view the primary indicator of business success is Economic Value Created (EVe). Eve is a true indicator of shareholder wealth created and takes the cost of capital into account. EVC performance becomes the ultimate barometer of business success. Value Based Management companies that invested heavily in the implementation of ERP systems want a good return but normally don't know how best to achieve this. They are wondering how to best make use of the wealth of information that is suddenly at their disposal. In driving shareholder value they are faced by the following questions: • How to translate investor expectations into business strategy and how to link this strategy to day to day operations. • How to use the acquired ERP system in support of this Value Based Management approach to enable maximum return on the investment. In this study project a real South African company, XX Automotive (fictitious name), that recently implemented SAP R/3 as an ERP system is covered as an example to illustrate how these questions can be answered. In Part I, this study project begins by describing all the elements and basic principles of a Value Based Management System such as a Balanced Scorecard (BSC) with EVC as prime measure. Part II illustrates how the XX Automotive financial strategy is translated into a Balanced Scorecard with Economic Value Created (EVC) as main financial measure and how these defined measures were represented by SAP reports that were specifically developed for this purpose. The Balanced Scorecard represented by the SAP reports serves only as a one way measurement system. The next critical step is to determine how to influence the results. The information that populates the SAP reports in XX Automotive's Balanced Scorecard is generated all over the business by the end users in their respective departments. The influence on EVC through business actions by these individual units is discussed in depth as it provides the keys that illustrate how the value of EVC can be impacted positive or negatively by each. Giving individuals the power to influence EVC through incentive schemes is crucial for long term success. It is illustrated how improving EVC became the new business focus at XX Automotive and how each individual employee can visually see his role in influencing the outcome. Meeting the value-based "Expected EVC Improvement" targets will generate target level bonus payments. Each XX Automotive employee is encouraged to think and act like an owner because he is going to be paid like one.<br>AFRIKAANSE OPSOMMING: Moderne maatskappye moet op globale skaal kompeteer vir genoegsame kapitaal vanaf beleggers. Daarom word dit al hoe meer belangrik vir maatskappye om te konsentreer daarop om aan die verwagtinge van die beleggers gemeenskap te voldoen. Met dit in gedagte, het maatskappye begin om hulle operasionele besigheidsprossesse te optimeer om sodoende 'n beter vlak van effektiwiteit te bereik en daardeur groter sekuriteit aangaande hul eie voorbestaan te verseker. Hierdie beweging het in die negentigerjare begin met intensiewe besigheidsherontwerp, die sogenaamde 'Business Process Reengineering' (BPR) oefeninge. 'n Belangrike katalisator vir verbeterde effektiwiteit deur BPR is die infrastruktuur wat voorsien is deur die ontwikkeling van geintegreerde besigheidssagtewarepakkette nl. 'Enterprise Resource Planning' (ERP) stelsels. Met 'n ERP implementeringsprojek word gewoonlik intensiewe BPR gedoen. Nadat 'n ERP pakket geimplimenteer is behoort bestuur ook in 'n baie beter posisie te wees om besigheidsoperasies te beheer deur die verbeterde inligting verkry uit die ERP sagteware. Dit word ook duidelik dat die meerderheid van maatskappye steeds beheer en bestuur word op die basis van historiese finansiële maatstawwe soos wins in die inkomstestaat. Weens die feit dat baie beleggers maatskappye waardeer op grond van hul sogenaamde "future free cash flows" (oorblywende kontant na investering in alle NPV positiewe projekte), skakel maatskappye oor van 'n winsgebaseerdebestuurstelsel na die meer omvattende' Value Based Management' stelsel, waarvan 'Economic Value Created' (EVC) die hoofkomponent is. 'n Belangrike skakel in die 'Value Based Management' initiatief is die ontwikkeling van 'n 'Balanced Scorecard', 'n bestuurskonsep waarin die maatstawwe opgesluit lê waarmee die besigheid beheer en bestuur moet word. 'Value Based Management' gedrewe maatskappye wat groot investerings gemaak het in die implementering van ERP sagteware wil 'n goeie opbrengs op die belegging hê maar weet gewoonlik nie wat die beste manier is om dit te doen nie. Hulle wonder hoe om die maksimum voordeel te trek uit die skatkis van besigheidsinligting wat skielik tot hulle beskikking is. In 'n strewe om beleggers waarde te verbeter kom hulle voor die volgende vraagstukke te staan: • Hoe om beleggers verwagtinge om te skakel in besigheids strategie en hoe om hierdie strategie te skakel met daaglikse besigheids operasies. • Hoe om die ERP stelsel te gebruik ter ondersteuning van die 'Value Based Management' prinsiep om die maksimum opbrengs op belegging te kry. In hierdie studieprojek word 'n Suid Afrikaanse maatskappy, XX Automotive (fiktiewe naam), gedek wat onlangs SAP R/3 as 'n ERP stelsel geimplimenteer het as 'n voorbeeld gebruik om te illustreer hoe hierdie vrae in die praktyk beantwoord kan word. In Deel I van hierdie studieprojek word al die elemente en basiese beginsels van die 'Value Based Management' sisteem bespreek. Deel II illustreer hoe die XX Automotive finansiële strategie omgesit is in 'n 'Balanced Scorecard' met Economic Value Created (EVC) as die hoof maatstaf en hoe al die finansiële maatstawwe in die Balanced Scorecard deur middel van SAP verslae, wat spesifiek vir hierdie doel ontwikkel is, weergegee word. Die 'Balanced Scorecard', soos voorgestel deur die verslae in SAP, vorm net 'n metings instrument. Wat van groter belang is, is om te bepaal hoe die resultate beinvloed kan word. Die bestuursinligting waaruit die SAP verslae in die XX Automotive 'Balanced Scorecard' bestaan word gevorm deur die besigheidseindgebruiker op die SAP stelsel elke keer wanneer 'n besigheidstransaksie uitgevoer word. Die invloed op EVC deur individuele besigheidseenhede word in diepte bespreek aangesien dit deurslaggewend is ter illustrasie van hoe die EVC waarde positief of negatief geraak word deur hul besigheids aksies. Om individue die mag te gee om die waarde van EVC te beinvloed deur middel van 'n aansporingstelsel is kritiek vir lang termyn sukses. Elke XX Automotive werknemer word aangespoor deur 'n bonus stelsel om soos 'n aandeelhouer op te tree aangesien hy soos een vergoed sal word.

<p>When implementing an Enterprise Resource Planning (ERP) system, the system has to be adapted to the organisation. But just as important, the business processes of the organisation have to be reengineered in order to take full advantage of the ERP system. Noblessa Sverige AB, which is a sales company to the German kitchen producer Nobilia, has been growing remarkably since the start 2001 and has begun discussing an ERP system purchase. The order process of today has reached the limit of its capacity and something has to be done in order to meet the increasing sales volume.</p><p>The purpose of this master’s thesis is to analyse and reengineer the order process as a preparation for an ERP system implementation. The outcome of this thesis is a suggestion of a process model of the order process, which also can be used as a foundation for a requirements specification for the ERP system purchase. In order to take advantage of the benefits of the existing order process, the reengineering starts with mapping the current process.</p><p>Noblessa Sverige AB is a company that is growing and changing from one day to another. Changes have arisen during the writing of this thesis which has made the work even more interesting and challenging. The most important change is the opening of a central warehouse in Norrköping, which has been taken in consideration when we designed the new process model.</p><p>After mapping and achieving an understanding of the current order process, we found a few things that could be improved. Above all, there exist many manual tasks that can be automated with the ERP system. Furthermore, there are tasks that should be moved from one department or function to another because it is more suitable to perform them there. We also found that Noblessa Sverige AB should improve the integration and cooperation with its suppliers, especially Nobilia. Nobilia is the main owner and main supplier of Noblessa Sverige AB, the conditions for cooperation are therefore very good.</p>

This diploma thesis focuses on the process improvements and selection of appropriate ERP system in terms of small companies. In the theoretical part it explains the concept of process and methods of its analysis, management and business process improvements. There are also characterized the basic types of ERP systems and their potential acquisition process. The practical part is divided into two functional units, where the first one is the analysis of processes and proposals for their improvement in a specific company. The second part deals with the analysis and selection methods of specific ERP system for the specific company.

La tesi tratta dell'analisi e della riprogettazione dei processi in un'azienda di global service. Vengono pertanto illustrati le principali metodologie e teorie riguardanti il process management e gli strumenti di supporto più utilizzati per la modellazione dei processi. Viene inoltre presentato il caso riguardante l'azienda ACR SpA, in cui si è eseguita la riprogettazione dei processi critici al fine di migliorare sensibilmente i principali parametri di performance del sistema. Tale riprogettazione è stata finalizzata all'introduzione di un sistema di document management all'interno delle principali funzioni aziendali, grazie a cui si è potuto razionalizzare e automatizzare i processi ritenuti critici ottenendo una sensibile riduzione dei relativi lead time e costi di processo, quantificata attraverso KPI definiti ad hoc. In conclusione la tesi ha permesso di illustrare con un caso pratico l'applicazione degli strumenti di business process reengineering, evidenziandone i pregi e ribadendo l'importanza della continua ricerca di efficienza all'interno dei processi di business aziendali.

Thesis „Production Process Analysis in Selected Enterprise” is focused on specific production processes especially their description, possible changes and subsequent evaluation of impact of changes. It includes theoretical bases for production processes, their improvements and investments to production processes. Moreover there are included methods of investment business evaluation and mathematical modeling. Selected company and specific selected process that theoretical methods are applied upon in Maple is in practical portion.

根據AMR Research的預估，全球的客戶關係管理(Customer Relationship Management，CRM)市場規模，從1998年23憶美元，預估西元2003年將達到168憶美元。以及由2002年底Siebel推出的解決方案來看，CRM的趨勢將針對各種應用系統如何做好整合。 本研究之目的，旨在整合現有客戶關係管理相關文獻，與日商B公司多年來的經驗，以流程再造為出發點，從而設計出新的客戶管理資訊系統中之「銷售」、「行銷」以及「客戶服務」等機制，以解決舊系統不敷使用的問題，並且提供新商品線銷售與服務的機制，以及整合部份內外部系統。研究過程中實踐了系統開發生命週期(System Development Lifecycle)的理論進行新系統之分析、設計、開發、測試，並進一步分析與探討新系統實際上為B公司帶來的效益。以期對於國內企業因應快速發展的CRM趨勢，本系統的實現提供了國內其它產業進行CRM資訊系統建置過程的參考價值。<br>According to the prediction of AMR research, the marketing scale of global Customer Relationship Management will be expected to rise from 2.3 billions in 1998 to 16.8 billions in 2003. Viewing the CRM solution of Siebel in the end of 2002, the trend of CRM will focus on how to integrate other hundreds of applications. The objective of this study is to integrate the related references of present CRM and the publisher industry experiences within a Japanese company B. On the basis of Business Process Reengineering (BPR) theory, we design the Sales, marketing, and customer services in the new CRM system in order to solve the problems on the legacy system, to provide the new sale channels and services mechanism of new product line and to integrate parts of the inner and 3rd party information system. During the research process, we accomplished the theorem of System Development Lifecycle to analyze, design, develop, and test of the new system. And further analyze and discuss of the benefit to company B from the the new system. In order to match the trend of the rapid growth in the CRM market for local enterprises, this system supplied the referenced value during building the CRM information system for other local enterprises.<br>目 錄 摘要……..………………………………………………………… I 目錄………….…………………………………………………… II 表目錄……………………………………………………………. IV 圖目錄………………….………………………………………… V 第一章 緒論………………….…………………………………... 1 1.1. 研究背景與動機……….……………………………… 1 1.2. 研究目的與範圍………………………………………. 3 1.3. 研究方法與論文結構………………………………….. 4 第二章 文獻探討…………………………………………………6 2.1顧客關係管理系統………………………………………..……6 2.2企業資訊系統整合………………………………….…..…..…10 2.3企業策略委外…………………………………………….……12 2.4企業流程再造…………………………………………….........13 第三章 案例背景與解決方案………………………………..….15 3.1案例背景分析…………………………………………………16 3.1.1 舊系統功能……………………………………….…...17 3.1.2 舊系統業務流程………………………………………25 3.1.3 舊系統流程分析………………………………………27 3.2 解決方案……………………………………………………...29 3.2.1 新系統流程分析………………………………………30 3.2.2 新系統功能設計重點…………………………………31 3.2.3 預期效益………………………………………………33 3.3 技術需求分析………………………………………………...34 3.3.1 系統分析與設計方法…………………………………34 3.3.2 技術選用………………………………………………41 第四章 系統架構…………………………………..…………….44 4.1系統分析………………………………………………..……..44 4.1.1 業務流程圖……………………………………………45 4.1.2 Data Modeling………………………………………….50 4.2 系統設計……………………………………………………...57 4.2.1平行設計……………………………………………….58 4.2.2 MVC設計概念………………………………………...59 4.2.3 系統雛形……………………………………………....62 4.2.4其他系統整合介面…………………………………….68 4.2.5系統架構圖…………………………………………….69 4.3 系統開發………………………………………………….…..71 4.3.1 Web功能模組……………………………………….....72 4.3.2 批次模組………………………………………………74 4.4 系統測試……………………………………………………...76 4.4.1系統整合測試………………………………………….77 4.4.2使用者接受度測試…………………………………….81 4.5 系統上線……………………………………………………...82 4.5.1教育訓練……………………………………………….82 4.5.2上線計畫……………………………………………….82 4.6 系統開發相關技術…………………………………………...86 4.7 效益評估……………………………………………………...91 第五章 結論與後續研究方向…………………………………..98 5.1 結論…………………………………………………………..98 5.2後續研究方向…………………………….…………………..99 參考文獻………………………………….………………….101 表目錄 表2-1 四大巨人CRM解決方案的銷售與趨勢分析表…………………………...8 表3-1 銷售系統功能簡述………………………………………………………….17 表3-2訂戶資料管理功能簡述……………………………………………………..19 表3-3 契約(訂單)管理功能簡述…………………………………………………...20 表3-4 債權管理功能簡述………………………………………………………….22 表3-5催款管理功能簡述…………………………………………………………..22 表3-6發貨管理功能簡述…………………………………………………………..23 表3-7舊系統功能分析……………………………………………………………..24 表3-8新系統解決方案重點………………………………………………………..29 表3-9新系統各部門人員動作概要說明…………………………………………..30 表3-10流程分析策略分析表………………………………………………………36 表3-11軟體生命週期模式比較表…………………………………………………38 表 3-12 系統建構模式與軟體品質評析表………………………………………..42 表3-13 J2EE與 .Net比較表……………………………………………………….43 表4-1 Table Schema 範例…………………………………………………………..52 表 4-2 系統測試分類表……………………………………………………………76 表4-3 Unit Test測試案例…………………………………………………………...79 表4-4 SIT測試案例………………………………………………………………...80 表4-5 上線計畫表執行細項……………………………………………………….84 圖目錄 圖1-1研究方法……………………………………………………………………….5 圖3-1舊系統功能架構圖一(依子系統) ……………………………………………18 圖3-2舊系統功能架構圖二(依部門) ………………………………………………18 圖3-3 舊系統訂購/出貨流程……………………………………………………….26 圖3-4 新系統訂購/出貨流程圖…………………………………………………….31 圖3-5 ERD範例……………………………………………………………………..35 圖3-6 應用系統平行開發的方……………………………………………………..40 圖3-7 系統雛形設計流程圖………………………………………………………..41 圖4-1 B公司整體業務流程圖………………………………………………………45 圖4-2 客戶註冊/訂購流程………………………………………………………….46 圖4-3個人資料變更流程……………………………………………………………46 圖4-4 訂單內容變更………………………………………………………………..47 圖4-5 信用卡入金流程……………………………………………………………..47 圖4-6 退款流程……………………………………………………………………..48 圖4-7 客戶服務……………………………………………………………………..48 圖4-8 物流再發送流程……………………………………………………………..49 圖4-9 名條列印與線上分析報表流程……………………………………………..49 圖4-10 Conceptual Data Model (E-R with Entity) ………………………………….51 圖4-11 Conceptual Data Model Sample(E-R with attributes)……………………….52 圖4-12 亞洲共通版系統設計概念圖………………………………………………58 圖4-13 各子系統功能概要圖……………………………………………………....59 圖4-14 i18n的技術應用範例……………………………………………………….60 圖4-15第一層級Prototype範例(訂單) ……………………………………………63 圖4-16第二層級Prototype範例(訂單) …………………………………………..64 圖4.17第三層級Prototype範例(訂單) …………………………………………..65 圖4-18新系統架構圖……………………………………………………………..69 圖4-19系統硬體部署圖…………………………………………………………..70 圖4-20 JDBC Connection Pooling Module………………………………………..88

Дисертація на здобуття наукового ступеня кандидата економічних наук за спеціальністю 08.00.04 – економіка та управління підприємствами (за видами економічної діяльності). – Національний технічний університет "Харківський політехнічний інститут", 2015. Дисертаційна робота присвячена питанням удосконалення системи управління інноваційним розвитком машинобудівних підприємств на основі реструктуризації. За результатами дослідження базових понять інноватики удосконалено дефініцію «управління інноваційним розвитком підприємства на основі реструктуризації». На основі виділення цільової складової інноваційного розвитку, складових інноваційного процесу, трирівневої структури інноваційного потенціалу та стратегічного й операційного контурів управління, вдосконалено теоретико-методичні положення з управління інноваційним розвитком підприємства на основі реструктуризації. За результатами позиціювання підприємств за типом інноваційного розвитку у тривимірній матриці «фінансово-економічний стан – результативність інноваційної діяльності – тип корпоративних зв'язків», побудовані профілі інноваційного розвитку, які покладені в основу методичного забезпечення оцінки стану інноваційного розвитку промислового підприємства. Для відстеження змін у стані інноваційної активності та підвищення результативності інноваційної діяльності підприємства вдосконалено науково-практичний підхід до формування системи моніторингу його інноваційної активності. З метою підвищення ефективності реформування системи управління інноваційним розвитком підприємства запропоновано теоретико-методичний підхід до формування стратегічних карт реструктуризації, які визначають комплекс заходів її здійснення. На основі застосування штучних нейронних мереж та визначенні комбінацій інструментарію реформування системи управління інноваційним розвитком промислового підприємства вдосконалено підхід щодо прогнозування результатів запровадження заходів реструктуризації. Основні положення роботи підтверджені практичними результатами їх впровадження на підприємствах машинобудування.<br>Thesis for a scientific degree of candidatein economic sciences majoring in 08.00.04 – economics and management (on different kinds of economic activity). – National technical university "Kharkiv polytechnic institute", 2015. The research is about the questions of improvement of control system by innovative development of machine-building enterprises on the basis of restructuring. As a result of research of base concepts of innovation determination of «enterprise innovation development management on the basis of restructuring» is improved. On the basis of selection of having a special purpose constituent of innovative development, constituents of innovative process, three-level structure of innovative potential and strategic and operating contours of management, it is improved theory-methodical position of the enterprise innovation development management on the basis of restructuring. As a result of keeping of enterprises on the type of innovative development in a three-dimensional matrix the «financial-economic condition is effectiveness of innovative activity – type of corporate connections», profiles of innovative development are built, which are fixed in basis of the methodical providing of estimation of innovative development of industrial enterprise. For watching of changes in the state of innovative activity and increase of efficiency of innovative activity of enterprise scientific-practical approach to forming of the system of monitoring of innovative activity is improved. For the increase of efficiency of reformation of control system by innovative development of enterprise it is offered theory-methodical approach to forming of strategic maps of restructuring, which determine the complex of measures of its realization. On the basis of application of artificial neuron networks and determination of combinations of tool of reformation of management system of innovative development of industrial enterprise approach to prediction of results of introduction of measures of restructuring is improved. The main lines of this research are confirmed by practical results on the enterprises of machine-building complex.

Дисертація на здобуття наукового ступеня кандидата економічних наук за спеціальністю 08.00.04 - економіка та управління підприємствами (за видами економічної діяльності). – Національний технічний університет «Харківський політехнічний інститут», 2015. Дисертаційна робота присвячена питанням удосконалення системи управління інноваційним розвитком машинобудівних підприємств на основі реструктуризації. За результатами дослідження базових понять інноватики удосконалено дефініцію «управління інноваційним розвитком підприємства на основі реструктуризації». На основі виділення цільової складової інноваційного розвитку, складових інноваційного процесу, трирівневої структури інноваційного потенціалу та стратегічного й операційного контурів управління, вдосконалено теоретико-методичні положення з управління інноваційним розвитком підприємства на основі реструктуризації. За результатами позиціювання підприємств за типом інноваційного розвитку у тривимірній матриці «фінансово-економічний стан – результативність інноваційної діяльності – тип корпоративних зв'язків», побудовані профілі інноваційного розвитку, які покладені в основу методичного забезпечення оцінки стану інноваційного розвитку промислового підприємства. Для відстеження змін у стані інноваційної активності та підвищення результативності інноваційної діяльності підприємства вдосконалено науково-практичний підхід до формування системи моніторингу його інноваційної активності. З метою підвищення ефективності реформування системи управління інноваційним розвитком підприємства запропоновано теоретико-методичний підхід до формування стратегічних карт реструктуризації, які визначають комплекс заходів її здійснення. На основі застосування штучних нейронних мереж та визначенні комбінацій інструментарію реформування системи управління інноваційним розвитком промислового підприємства вдосконалено підхід щодо прогнозування результатів запровадження заходів реструктуризації. Основні положення роботи підтверджені практичними результатами їх впровадження на підприємствах машинобудування.<br>Thesis for a scientific degree of candidatein economic sciences majoring in 08.00.04 – economics and management (on different kinds of economic activity). – National technical university «Kharkiv polytechnic institute», 2015. The research is about the questions of improvement of control system by innovative development of machine-building enterprises on the basis of restructuring. As a result of research of base concepts of innovation determination of «enterprise innovation development management on the basis of restructuring» is improved. On the basis of selection of having a special purpose constituent of innovative development, constituents of innovative process, three-level structure of innovative potential and strategic and operating contours of management, it is improved theory-methodical position of the enterprise innovation development management on the basis of restructuring. As a result of keeping of enterprises on the type of innovative development in a three-dimensional matrix the «financial-economic condition is effectiveness of innovative activity – type of corporate connections», profiles of innovative development are built, which are fixed in basis of the methodical providing of estimation of innovative development of industrial enterprise. For watching of changes in the state of innovative activity and increase of efficiency of innovative activity of enterprise scientific-practical approach to forming of the system of monitoring of innovative activity is improved. For the increase of efficiency of reformation of control system by innovative development of enterprise it is offered theory-methodical approach to forming of strategic maps of restructuring, which determine the complex of measures of its realization. On the basis of application of artificial neuron networks and determination of combinations of tool of reformation of management system of innovative development of industrial enterprise approach to prediction of results of introduction of measures of restructuring is improved. The main lines of this research are confirmed by practical results on the enterprises of machine-building complex.

System dynamics modelling has been used for around 40 years to address complex, systemic, dynamic problems, those often described as wicked. But, system dynamics modelling is not an exact science and arguments about the most suitable techniques to use in which circumstances, continues. The nature of these wicked problems is investigated through a series of case studies where poor situational awareness among stakeholders was identified. This was found to be an underlying cause for management failure, suggesting need for better ways of recognising and managing wicked problem situations. Human cognition is considered both as a limitation and enabler to decision-making in wicked problem environments. Naturalistic and deliberate decision-making are reviewed. The thesis identifies the need for integration of qualitative and quantitative techniques. Case study results and a review of the literature led to identification of a set of principles of method to be applied in an integrated framework, the aim being to develop an improved way of addressing wicked problems. These principles were applied to a series of cases in an action research setting. However, organisational and political barriers were encountered. This limited the exploitation and investigation of cases to varying degrees. In response to a need identified in the literature review and the case studies, a tool is designed to facilitate analysis of multi-factorial, non-linear causality. This unique tool and its use to assist in problem conceptualisation, and as an aid to testing alternate strategies, are demonstrated. Further investigation is needed in relation to the veracity of combining causal influences using this tool and system dynamics, broadly. System dynamics modelling was found to have utility needed to support analysis of wicked problems. However, failure in a particular modelling project occurred when it was found necessary to rely on human judgement in estimating values to be input into the models. This was found to be problematic and unacceptably risky for sponsors of the modelling effort. Finally, this work has also identified that further study is required into: the use of human judgement in decision-making and the validity of system dynamics models that rely on the quantification of human judgement.

碩士<br>國立中山大學<br>資訊管理學系<br>87<br>In the fast-paced global economy, organizations have aspired to reevaluate their business performance and reengineer (or redesign) their business processes in order to create or maintain competitive advantage. Business process reengineering represents an unstructured problem. In practice, many organizations rely on reengineering experts to develop reengineering strategies for a business process to be redesigned. This thesis adopted the process measure-pathology-reengineering strategy approach to develop an intelligent business process reengineering system. The intelligence feature of the proposed system lies in its inductive learning capability. That is, given a set of previously reengineering cases, the system learns from these examples a set of reengineering knowledge essential to supporting or automating reengineering activities. Due to such unique characteristics as interval-scaled input attributes and multiple decision outcomes possibly with dependencies, this research extended an existing inductive learning algorithm, and proposed the CN2-MD/DD algorithm. The evaluation result showed that CN2-MD/DD could achieve satisfactory learning performance in recall, precision and accuracy measures.

碩士<br>國立中山大學<br>資訊管理研究所<br>85<br>Today, the rapid changing of market environment and customer’s behavior has threaten the survival of traditional channel participant. Product customization is becoming important in service industries and highlights the importance of supply chain management. The channel participants interact each other make the distribution’s evolution from “manufacture-oriented” to “customer-oriented”. The two primary models of supply chain management: Push versus Pull can make to explain such evolution. The role of distribution center in supply chain is as an integrator. The implementation of information technology in distribution center is an example of process reengineering in logistical process. 　　This research investigates current distribution center and wholesaler practitioner to compare their information process difference. To analyze their information system and integrate business process reengineering theory clearly understand how the channel participants interact each other. By case study, we can verify distribution center’s role in supply chain. Finally, the result of case study can support the application of business process reengineering in cross-organization.

碩士<br>國立清華大學<br>工業工程與工程管理學系<br>87<br>Owing to the rapid changes of markets’ demand, the dramatic shortening of the product life cycle, and the stresses of global competition, enterprises devote to the introduction of Enterprise Resource Planning (ERP) system in order to be more competitive. The implementation of an ERP system usually starts with business process analysis. By doing this, the system requirement is clarified first. Practical system design is then progressed to generate a satisfying ERP system. Business process analysis can be conducted through the help of some useful tools. Among these, ARIS-Toolset is widely adopted by enterprises because it provides many graphs and entities to describe the enterprise process. For system design, the Unified Modeling Language (UML) has become a standard tool because it provides many graphic methods to describe the system. UML is an object-oriented language, which not only uses various modeling tools to construct the system components at different stages of system development life cycle, but also generates the corresponsive programs of the constructed system. This research intends to develop an integrated system which incorporates Business Process Reengineering (BPR) concept and ERP implementation methodology. Development of this system is composed of the following four stages. 1. Processes analysis and reengineering: By analyzing and rationalizing the enterprise processes, the optimal business processes can be generated. 2. System demands analysis: From the process analysis, the system requirement should be identified by understanding the relationships between human and system. 3. System design: The system framework is constructed by the static and dynamic analysis of business processes. 4. System coding: By applying UML, system developers can generate the required computer programs from the system framework to finish the design of an ERP system. To evaluate the feasibility of the proposed methodology, this research collects the experience from the reference models provided by SAP and ARIS-Toolset. The construction of material management function for car-component manufacturers was selected for system verification. It is believed that this approach helps the implementation of an ERP system, which can conform to the concept of business process reengineering.

碩士<br>國立交通大學<br>管理學院資訊管理學程<br>101<br>Computer Integrated Manufacturing System plays an important role in automation factories. All production processes were able to be controlled by using this system. All the information that requires for production, such as process flow, routing, machine parameter and recipe, must be defined completely in the CIM Basic Record Management System if it is been used during the process. The case company hires assistants to convert and entry data, which provided by engineers, into Basic Record Management System. Data will be double checked by engineers and become effective afterwards. Due to numerous and complex of data, some issues were been addressed, such as high error rate of data, difficult to manage, and data converting takes a long time. The objective of this paper is how to improve the data importing process flow by using Web technology to build a system which automatically executing data converting. This paper also discusses about the difficulty and benefit of implementing this system.

碩士<br>國立暨南國際大學<br>資訊管理學系<br>97<br>About the issues of ERP had gained much attention in the recent years, with the success and failures of the cases, and we had learned a lot of experience from these cases. The research about ERP is increasing, and it is more important not only on business, but also on Sociology. It is because the problems of implement ERP will impact all scope of company, and how the choice of alignment to be selected will cause implement success or failure. ERP and enterprise as a result of the impact of many misfit factors, it is not only to consider a single direction. In this study, the study aimed to assess customized ERP and business process reengineering of all aspects of the enterprise, and from a strategic, operational implementation, financial, organizational point of view taken up with the impact of customized and business process reengineering, and these view also includes the following characteristics: Financial and non-financial assessment, organizational development of the internal operation and external assessment, Organization of the status quo and future needs assessment. Based on these view this study provide a more complete way of thinking to achieve adaptation of ERP.

Master’s thesis is devoted to the development of Information system for business process optimization in automobile service. In the thesis presented a structure of this information system of system design analysis and business process optimization . As a result, the system was implemented so that the business will be making the best or most effective use of a situation or resource.

碩士<br>國立中山大學<br>資訊管理學系<br>87<br>In traditional logistics systems, the role of warehouse is often designated to storage and reservation. However, due to the changing market requirements and resulting challenge, both the speed of commodity transfer and the assortment of stock keeping item have to be increased in order to accommodate the reduction of delivery lot sizes and the increment of delivery frequency of each item. Therefore, the active management in terms of time reduction are more important than the storage management function of traditional warehouse. The purpose of storage management system presented in this thesis is to fulfill the goal of active management, and support the business process reengineering of distribution center through controlling the position and movement of commodities. Based on the concept of active management and with the concept of warehouse ideals discussed in the literature, this research proposed a paradigm design of storage management based on demand intensity and the location of these storage areas is based upon the demand intensity of commodities. This design provided the guidance of constructing the reference model of storage management system. First, the IDEF3 process description method was implemented to delineate the process models of each storage area. Then the IDEF0 function modeling method was applied by integrating all relevant business process. Finally, concluding how does the storage management system handle the commodities based on demand intensity from the reference model of storage management system this research developed. The development of reference model of storage management system in this research has reflected the fact that efficiency and throughput of distribution center can be increased by properly arranging its storage space. It also can be used to describe the framework of the storage management system of various type of distribution center with some needed change.

碩士<br>立德管理學院<br>應用資訊研究所<br>92<br>A study of process reengineering for the e-Government business of motor vehicle supervision system is proposed and simulated in this thesis. The wireless technologies are adopted for the proposed business reengineered-processes. It shows that the reengineered motor vehicle supervision system is not only a time efficient but also a budget saving system.

碩士<br>國立高雄應用科技大學<br>工業工程與管理系<br>99<br>The shipbuilding industry encompasses multiple engineering technologies are classified as an industry associated with advanced technologies, overwhelming investment capital, and complicated administration and management systems. In view of a high degree of openness in the global competitions, the information technologies are being seriously contemplated to be introduced for upgrading the operational competency. As one of the prominent shipbuilding states in the world, Taiwan is currently encountering competitions and challenges attributed to the accelerated relocation of the global shipbuilding industries into the regions characterized with intensive technologies and capital and solid industrial foundations. Therefore, it is imminently urgent to enhance market competitiveness and to promote exponential developments in Taiwan’s shipbuilding industry in response to the scale-up trends in the ships. To achieve breakthroughs in the current state and strive for the developments, in addition to the technological innovations, Taiwan’s shipbuilding industry shall improve the cultivation of product development, manufacturing, marketing, and management competencies and fortify the shipbuilding industry’s core competitiveness. The new PDM developed in recent years is one of the information systems attaining a profound degree of attention. With the increasingly intensified product market competitions, if the introduction of the PDM enables the reduction in the amount of time between product development and product launch on the market and maintains the product quality, offering the excellent post-sale services has always been the issue concerned by the shipbuilding industry. The new ship construction data include multiple dimensions, ranging from development, manufacturing, marketing, to recycle; each one of them is part of it. A good product data management will enable the user to acquire the desired data rapidly and reduce a lot of unnecessary time loss. The product data management system is the solid expression for the applied information technologies; however, its developments cannot only be limited in the software area. What is most critical is how to implement the reforms in the corporate culture and organization in order to streamline the technology and administration and management goals gradually, which must synchronize with the Business Process Reengineering concept. In other words, integrating the coordination and generalization functions from the business process reengineering and the PDM system is required. The study is focused on the introduction of the product data management (PDM) system, which was developed by Data Systems Co., Ltd., into the Shipbuilder T. It is anticipated to investigate how the business process reengineering expands and how the integration with the information system is achieved through the integration of the business process reengineering concepts and the introduction of the PDM System. Further, an integration method will be proposed based on the mutually complementary relationships for enhancing the Shipbuilder T’s operational effectiveness and competitiveness.

Nestlé’s Dynamic Forecasting Process: Anticipating Risks and Opportunities This Work Project discusses the Nestlé’s Dynamic Forecasting Process, implemented within the organization as a way of reengineering its performance management concept and processes, so as to make it more flexible and capable to react to volatile business conditions. When stressing the importance of demand planning to reallocate resources and enhance performance, Nescafé Dolce Gusto comes as way of seeking improvements on this forecasts’ accuracy and it is thus, by providing a more accurate model on its capsules’ sales, as well as recommending adequate implementations that positively contribute to the referred Planning Process, that value is brought to the Project

碩士<br>淡江大學<br>資訊管理學系碩士在職專班<br>101<br>This study is trying to explore the modification business process using the description ability of graphical language tools. Business activities are generally hard to transmit in speech than to be depicted in pictures. A good picture description can clarify the details of business activities for necessary modification. First of all, graphical description tools, such as the flow diagram of the industrial standard, UML, WF and BPMN are briefed and examined, however, they are to simple in describing ability or too complicated to learn and usage for general. Thus, we decide to employ DSC, a graphical description tool that can describe both active and passive activities with the feature of easy to learn and use, to depict the business activities. This paper illustrates DSC not only can be used to depict business activities but also can be used to refine the business process when necessary.

碩士<br>國立高雄應用科技大學<br>工業工程與管理系碩士班<br>102<br>Business process reengineering is designed mainly to cope with the enterprise environment change. As the enterprise find its function does not work well or diseconomy exists, it then must rely on process reengineering to lower the operation cost, enhance competitiveness, and raise the customer satisfaction in order to achieve the goal of sustainable operation. Thus, the enterprise’s process reengineering is to rethink its operation process, and start anew the design to get the better performance change. In recent decades, due to technology’s continuous advancement and electronic commerce’s rapid development, facing the environment change and challenge the enterprise must reengineer the process, among which the launch of enterprise resource planning (ERP) system is one of business process reengineering. As the literature indicates, the use of ERP system is not only the technology change, but also can bring the enterprise performance big help. Because as the enterprise launches the ERP, they must start anew to think and design the whole enterprise, directed by the process and using the information technology, so that the enterprise effectiveness can be maximized. This study aims, through the ERP system launch, to understand the effectiveness of process reengineering in the small and medium enterprises’ implementation. Based on the life cycle model of business reengineering, we can explore the key success factors of the ERP system launch, including managers’ attitudes toward system launch, enterprise policy, and the users’ thought. This study takes the case company as an example to launch the system according to the process of the stages’ activities, observe the relationships among the ERP system’s subsystems, and then to identify the level of business process reengineering. The findings in this study are that the case company was not sufficiently prepared, managers perceived the system wrongly, and the process reengineering was not precise, which made the actual operation process fit inadequately with the information system. Through ERP system launch, and stepwise launch of the process reengineering, the case company’s performance has gradually improved.

The purpose of this research was to explore and describe the effectiveness of the health care reform implemented in Ethiopia in the form of Business Process Reengineering (BPR) and develop strategies to strengthen its implementation. The research was conducted in two phases. In phase I, the effectiveness of the BPR health care reform was explored and described through gathering quantitative information from health care providers (n=406) using a structured questionnaire. All public hospitals of Addis Ababa, Ethiopia which have been implementing the reform from its inception (n=5) were included. In Phase II, in-depth strategies aimed at strengthening implementation of the reform were developed. Two-rounds of Delphi study were conducted to seek the opinions of senior health policy experts (n=10) and arrive at consensus on the developed strategies. Cronbach's alpha, descriptive statistics, Chi-square, logistic regression analysis, principal component analysis, weighted median score, adjusted and standard satisfaction scores, Mann-Whitney U test, and Kruskal-Wallis test were conducted for data analysis. The BPR health care reform was able to restructure the hospitals’ departments into case teams, with the goal of adopting a “one-stop shopping” approach. However, 50% of the health care providers reported that the reform was not effective to satisfy the perceived health service needs. Limited effects were reported in favour of health care quality (48%), access (50%), efficiency (51%), sustainability (53%), and equity (61%). While poor effects were reported in patient-provider (41%) and provider-management (32%) interactions. The most important predictors that influenced implementation of the reform were financial resources (AOR=3.54, 95%CI: 1.97, 6.33), top management commitment and support (AOR=2.27, 95%CI: 1.15, 4.47), collaborative working environment (AOR=1.77, 95%CI: 1.00, 3.11), and information technology (AOR=3.15, 95%CI: 1.57, 6.32). The overall job satisfaction in the public health sectors remained poor, with only 25% job-satisfied providers engaged. Moral satisfaction (AOR=177.654, 95%CI: 59.539, 530.08), management style (AOR=4.017, 95%CI: 1.490, 10.828), workload (AOR=2.422, 95%CI: 0.925, 6.342), and task (AOR=5.491, 95%CI: 2.307, 13.069) were the most significant factors. Job satisfaction results were significantly different among the study hospitals (2 = 30.557, p < 0.001). The current health care delivery performance of the public hospitals was 60% when weighed against the World Health Organization’s health system framework which required a minimum of 80% score. However, there existed a significant difference in performance at least between two hospitals (2 = 571.902, p < 0.001). Five strategies that could disrupt the status quo and strengthen the BPR health care reform are proposed based on their strategic priority, which were: reinforce patient-centred quality of care services; foster a healthy and respectful workforce environment; efficient and accountable leadership and governance; efficient use of hospital financing; and maximize innovations and the use of health technologies. The strategies could be used to enrich the quality of health care interventions through continuous review, refinement and adjustment of the reform as required. Key words: Health care reform; Business Process Reengineering; quality; access; equity; efficiency; sustainability; job satisfaction; health system; patient-centred care; workforce; leadership and governance; hospital financing; health technologies; Ethiopia.<br>Health Studies<br>D. Litt. et Phil. (Health Studies)

碩士<br>國立屏東科技大學<br>企業管理系所<br>104<br>Information technology development has progressed and hence, huge conflicts among enterprize business models have emerged in the 21 century. The introduction of information technology involves equipment purchases and also changes in operating processes and managers’ decisions. This thesis uses the “Case Study” method to process the research and collect、bibliography analysis. How business process reengineering is applied in the case study? How are business processes and decision making reengineered for the case study to achieve dramatic growth in performance and maintain competitive advantage in the industry? Keywords: Business Process Reengineering(BPR), Enterprise Resource Planning(ERP), Shop Flow Tracking(SFT)

碩士<br>國立中山大學<br>資訊管理學系研究所<br>91<br>Abstact During the past several years,many facilites have tranfered to some foreign sties rapidly,and suffered the declined dilemma.The low cost,high quality,and differential are only one of the essential strategic factors to survive for any enterprise.To focus the knowledge management and create the enterprise intelligence asset will make sure of the prosperous business activities in the future. The fields of Paint and Resin are regarded as the conventional industries ,and divided to the “formulation” characteristics.The storing,sharing,and creating of these knowledge,concering to the formulations and applications of their related products,have been recognized as the most important core competency advantages. The thesis is concentrated on the two fields of “paint” and “resin”.The following research procedures are proposed as: (A) paper survey (B)the published reports (C)questionnaire(D)casestudies(E)survey the modules and interfaces of K.M. sofetwares in Taiwan,(F)then construct the K.M. manafement systen and web-site by the integration of business process re-engineering and prototyping. The conclusions could be proposed as: 1. The situations of K.M.for “paint” and “resin” fields： Even only the 12.9% of questionaired companies have established their K.M.system.However,the importance and urgency of K.M.system are well recognized. The division or classifications of knowedege contents can be based on the functional departments during the daily business operation.As wells,10 indices of knowedege management performance reviews are proposed.Some further proposed 12 possible problems or difficulties could be occurred in the futuer 2. the reseach of K.M.software：these modules including,system management, ,news broadcasting,community, paper workflow,resource management,E.I.P.,meeting management, ,e-learningdata-besed system,full-text searching,etc. 3.Cases studies for the two leading companies: To conclude the critical success factors of K.M. systems are：the pressure outside the enterprise,the full supports of owner or C.E.O.,the reasonable management system, high levels of human resource,and the well-training of M.I.S.people 4.To prototype the K.M.system and K.M. web-site is quite possible and helpful for the further K.M.project,and will help C.E.O. and some managers to recognize and support the K.M. project afterwards Key words：K.M.(knowledge management),B.P.R.(business process re-engineering),prototyping,enterprise intelligence asset,best practise，community,paint,resin.

This dissertation focuses on the re-use of business process reference models, available in a business process model warehouse, to enable the definition of more comprehensive business requirements. It proposes a business process model warehouse framework to promote the re-use of multiple business process reference models and the flexible visualisation of business process models. The critical success factor for such a framework is that it should contribute to minimise to some extent the causes of inadequate business requirements. The proposed framework is based on an analogy with a data warehouse framework, consisting of the following components: usage of multiple business process reference models as source models, the conceptual design of a process to extract, load and transform multiple business process reference models into a repository, a description of repository functionality for managing enterprise architecture artefacts, and motivation of flexible visualisation of business process models to ensure more comprehensive business requirements.<br>Computer Science (School of Computing)<br>M.Sc. (Information Systems)

The thesis studied the theory of business process management, which allowed on the basis of the results to the author's definition of the business process and give an extended treatment of business process reengineering. Copyright definition of reengineering business processes enables more efficient use of the existing potential of the company for innovation in the business process using the authors' proposal the indicators characterizing the efficiency of business processes. The author of the classified performance of the business process steps for the implementation of the business process that will allow time to exercise control over the course of a business process, and if necessary to carry out the adjustment elements included in the business process as a system. An author algorithm reengineering of key business processes, including the twelve stages of the implementation of innovative technologies, which determines the sequence of actions to prepare for the re-engineering of the problem of the business process model based on its improvement.<br>В диссертационной работе проведено исследование теории управления бизнес-процессами, которое позволило на основании полученных результатов дать авторское определение бизнес-процесса и дать расширенную трактовку реинжиниринга бизнес-процессов. Авторское определение реинжениринга бизнес-процессов позволяет более эффективно использовать имеющийся потенциал предприятия для внедрения инноваций в бизнес-процесс, используя предложенные автором показатели, характеризующие эффективность бизнес-процесса. Автором классифицированы показатели бизнес-процесса по этапам реализации бизнес-процесса, что позволит своевременно осуществлять контроль над ходом бизнес-процесса и при необходимости осуществлять корректировку элементов, входящих в бизнес-процесс как систему. Разработан авторский алгоритм реинжиниринга основного бизнес-процессов, включающий двенадцать этапов внедрения инновационной технологии, который определяет последовательность действий по подготовке к реинжинирингу проблемного бизнес-процесса на основе модели его совершенствования.

碩士<br>佛光大學<br>管理學系<br>107<br>Business process reengineering is applicable to all types of organizations and enterprises, but there are many fundamental differences in the purpose, structure, model and process. No universal tools or models are used while introducing business process reengineering, which, at present, is just a concept. It is often to describe the target under imagination or experience in the implementation, but it cannot explain how to achieve the goal. The ISO-9001 quality management system of International Standards Organization has a complete operating structure, common operating standards and a rigorous audit system. It focuses on the establishment of the top-down overall operating standards and processes. Meanwhile it has to accept the certification of International Standards Organization. Through literature analysis, the reengineering process is found to highly correlate with international standard ISO-9001 quality management system structures and procedures. Thus, there is no conflict or violation. In the narrow sense of business performance, simple financial indicators are often used to reflect whether the company's economic goals are met. Common indicators include: corporate competitiveness (customer satisfaction), productivity (productive capacity), quality yield (production quality) and cost reduction (production efficiency), etc. (Venkatraman and Ramanujam, 1986). Therefore, this study takes the example of Yilan S Company's ISO-9001 quality management system for enterprise quality control process reengineering. It uses the "Comparative Analysis Approach" to test the company's production quality in the aspects of production quality, customer satisfaction, productive capacity, and production efficiency before and after business process reengineering. Business performance was found to develop positively. It turns out that the ISO-9001 quality management system can be used as a tool for business process reengineering. The ISO-9001 quality management system is indeed beneficial to the business performance of traditional manufacturing.

碩士<br>國立交通大學<br>管理學院高階主管管理碩士學程<br>93<br>For the sake of the decreased profit facing the manufacturers, most firms devote themselves to improving the efficiency of production and the cost-down of the materials in hope of better profit in the technology. However, in the value chain of manufacturing industry, more than 10% of the cost, such as the sales, service, R&D, and quality control, does not be well managed to enhance the competitive advantage. This article focuses on the field of sales system to construct an integrated leading management system (Business Process Reengineering-BPR, activity-based cost accounting- ABC, balanced score card- BSC). We expect to expose the firm in the competitive environment in the long term by the exploration of how to combine BPR and ABC to manage effective resource input and performance, the uneasily manageable business process to the manageable business process, and how to establish the integrated leading management system. Conclusion 1.Clarify the definition and association of these three management systems to form the foundation of integration. 2.Put the whole process of current sales system in the process diagram, and review each job description, process, accountability, and integrate the process into the best condition to complete the reconstruction of the sales system. 3.New process, according to ABC system, allocates the resource input in terms of proportion, and manages the input and performance to smooth the process. The research result in the case study leads to the performance of 5 persons less, increasing 25 million/year, and enlarging the scope of job description. 4.To ensure the ongoing reconstruction of the process, the following introduction of BSC selects four aspects (learning and growth, internal control, customer, and finance) to base the audit of BPR and complete the integration of these three management systems. 5.The integrated leading management system is effective in the case practice: further expansion to other industries would be powerful to prove its feasibility.

Использование процессного подхода к ведению бизнеса, в основе которого лежит детальный анализ существующих бизнес-процессов и их последующая оптимизация, является одним из основных источников долгосрочных конкурентных преимуществ не только промышленных предприятий, но и организаций, выполняющих работы либо оказывающих услуги. Целью магистерской диссертации является разработка методики принятия эффективных управленческих решений по совершенствованию системы управления бизнес-процессами некоммерческой организации. Научная новизна работы выражается в обосновании целесообразности применения теоретической базы в области бизнес-процессов к некоммерческой организации, не преследующей цели извлечения прибыли, с применением универсальной процессной модели фреймворк APQC PCF. Практическая значимость исследования заключается в возможности применения описанных алгоритмов совершенствования системы управления бизнес-процессами в деятельности любой организации, имеющей целью повысить свою эффективность за счет повышения процессной зрелости.<br>Using a process approach to doing business, which is based on a detailed analysis of existing business processes and their subsequent optimization, is one of the main sources of long-term competitive advantages not only for industrial enterprises, but also for firms that provide services. The aim of the master's thesis is to develop a methodology for making effective decisions to improve the business process management system of a non-profit organization. The scientific novelty of the work is expressed in substantiating the appropriateness of applying the theoretical base in the field of business processes to a non-profit organization that does not pursue the goal of making profit, using the universal process model of the APQC PCF framework. The practical significance of the study lies in the possibility of using the described algorithms for improving the business process management system in the activities of any organization with the goal of achieving high efficiency by increasing process maturity.