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題名 應用企業流程管理 (BPM) 提升績效之研究：以某國際快遞台灣分公司為例
The application of business process management (BPM) for performance improvement: A case study of an express company in Taiwan.作者 張育銘
Chang, Yu Ming貢獻者 羅明琇
Lo, Ming Shiow
張育銘
Chang, Yu Ming關鍵詞 企業流程管理
Business Process Management
BPM
Performance Management
Process Management日期 2017 上傳時間 31-八月-2017 12:29:28 (UTC+8) 摘要 Organizations are facing a more and more competitive market not only in Taiwan but also around the globe. Business Process Management (BPM) is considered a weapon used to better satisfy customers’ needs so that organizations can survive competition. However, it is surprising that previous BPM studies mainly focused on the primary process and neglected the important support process, for instance, human resource management. Through a case study, this research extends the application of BPM from the primary process to the support process, reveals the inadequacy of the current BPM life cycle, and guides practitioners in managing the business process. 參考文獻 袁方(2002)，社會研究方法，台北：五南出版社。Aalst, W. M. P.Van Der. (2013). Business Process Management : A Comprehensive Survey. ISRN Software Engineering, 2013, 1–37.Alibabaei, A., Bandara, W., &Aghdasi, M. (2009). Means of Achieving Business Process Management Success Factors. In Proceedings of the 4th Mediterranean Conference on Information Systems, 25-27 September 2009 , Athens University of Economics and Business, Athens.Association of Business Process Managment Professional. (2013). BPM Common Body of Knowledge Version 3.0. United States of America: Springfield.BCG. (2016). Transformation - Delivering and Sustaining Breakthrough Performance. (L.Faste &J.Hemerlin, Eds.). The Boston Consulting Group.Bernardo, R., Galina, S. V. R., &Padua, S. I. D.de. (2017). The BPM lifecycle. Business Process Management Journal, 23(1), 155–175.Buh, B., Kova?i?, A., &Indihar ?temberger, M. (2015). Critical success factors for different stages of business process management adoption – a case study. Economic Research-Ekonomska Istra?ivanja, 28(1), 243–258.Burlton, R. (2001). Business Process Management.pdf. Indianapolis, USA: Sams Publishing.Champy, J. (1995). Reengineering Management. United States of America: Harper Business.62Davenport, T., &Short, J. (1990). The New Industrial Engineering: Information Technology and BusinessProcessRedesign. Sloan Management Review, 31(4), 11–17.Deming, W. E. (1953). Statistical techniques in industry. Adv Manage, 18(11), 8–12.Dumas, M. (2015). From Models to Data and Back: The Journey of the BPM Discipline and the Tangled Road to BPM 2020. In H. R.Motahara-Nezhad, J.Recker, &M.Weidlich (Eds.), Business Process Management - 13th International Conference, BPM 2015. Springer.Du?an Go?nik, Tin Pofuk, K. K. (2015). Business process management (BPM) in Slovenian manufacturing companies. In International OFEL Conference on Governance, Management and Entrepreneurship; Zagreb (pp. 732–739).Fiedler, K. D., Grover, V., &Teng, J. T. C. (1995). An empirical study of information technology enabled business process redesign and corporate competitive strategy. European Journal of Information Systems, 4(1), 17–30.Geertz, C. (1973). The interpretaton of cultures. New York: Basic Books.Hammer, M. (1990). Rengineering work: Don’t automate, obliterate. Harvard Business Review, 68(4), 104–112.Hammer, M. (2002). Process Management and the Future of Six Sigma. MIT Sloan Management Review, 43(2), 26–32.Hammer, M. (2010). What is Business Process Management? In J.vomBrocke &M.Rosemann (Eds.), Handbook on Business Process Management 1:Introduction, Methods and Information System (pp. 24–36). German:Springer.Hammer, M., &Champy, J. (1993). Reengineering the corporation: a manifesto for business revolution. United States of America: Harper Business.Hammer, M., &Steven Stenton. (1999). How process enterprises really work? Harvard Business Review, 22(11), 11.Harmon, P. (2010). The Scope and Evolution of Business Process Management.In J.vomBrocke &M.Rosemann (Eds.), Handbook on Business Process Management 1: Intorduction, Methods and Information System (pp. 57–101). German: Springer.Hung, Y.-Y. (2006). Business Process Management as competitive advantage: A review and empirical study. Total Quality Management and Business Excellence, 17(1), 21–40.Jeston, J., &Nelis, J. (2008). Business Process Management: Practical Guidelines to Successful Implementation (Second). United Kingdom: Elsevier.Jurisch, M. C., Palka, W., Wolf, P., &Krcmar, H. (2013). Which Capabilities Matter For Successful Business Process Change? Business Process Management Journal, 20(1), 3.Khosravi, A. (2016). Business process rearrangement and renaming. Business Process Management Journal, 22(1), 116–139.Kirkor, B. (2010). Towards An Integration Of The Lean Enterprise System , Total Quality Management , Six Sigma And Related Enterprise Process Improvement Methods.Lee, R. G., &Dale, B. G. (1998). Business Process Management: a review and evaluation. Business Process Management Journal, 4(3), 214–225.Lee, S. M., &Asllani, A. (1997). TQM and BPR: symbiosis and a new approach for integration. Management Decision, 35(6), 409–416.Macedo de Morais, R., Kazan, S., Ines Dallavalle de Padua, S., &Lucirton Costa, A. (2014). An analysis of BPM lifecycles: from a literature review to a framework proposal. Business Process Management Journal, 20(3), 412–432.Makhlouf, M., &Allal-Cherif, O. (2015). Pertinence and feasibility of a unifying holistic approach of IT governance. In Proceedings of the Annual Hawaii International Conference on System Sciences (Vol. 2015–March, pp. 4575–4584).Milan, R., Milan, B., Marko, C., Jovanovic, V., Dalibor, B., &Avramovic, N. (2014). Implementation of Business Process Reengineering in Human Resource Management. Engineering Economics, 25(2), 211–222.Munehira, T. (2014). Control Mechanism for Social Business Process Management. Japan Society for Information and Management, 34(3), 103–114.Palmberg, K. (2009). Exploring process management: are there any widespread models and definitions? The TQM Journal, 21(2), 203–215.Ranganathan, C., &Dhaliwal, J. S. (2001). A survey of business process reengineering practices in Singapore. Information and Management, 39(2), 125–134.Reijers, H. A., Wijk, S.van, Mutschler, B., &Leurs, M. (2010). BPM in Practice:Who Is Doing What? In R.Hull, J.Mendling, &S.Tai (Eds.), Business Process Management: 8th International Conference (p. 379). Berlin:Springer.Roeser, T., &Kern, E.-M. (2015). Surveys in business process management – a literature review. Business Process Management Journal, 21(3), 672–718.Rummler, G. A., &Brache, A. P. (1995). Improving Performance: How to Manage the White Space on the Organisation Chart (second). San Francisco, California: Jossey-Bass.Serban, A. I. (2015). Managing Transformation : Business Process Reengineering or Total Quality Management. International Journal of Academic Research in Business and Social Science, 5(5), 81–86.Skrinjar, R., &Trkman, P. (2013). Increasing process orientation with business process management: Critical practices’. International Journal of Information Management, 33(1), 48–60.Stoddard, D. B., &Jarvenpaa, S. L. (1995). Business process redesign : Tactics for managing radical change. Journal of Management Information Systems, 12(1), 81–107.Trkman, P. (2010). The critical success factors of business process management. International Journal of Information Management, 30(2), 125–134.vomBrocke, J., &Rosemann, M. (2015). Handbook on Business Process Management 2. Handbook on Business Process Management 2: Strategic Alignment, Governance, People and Culture, Second Edition.Wangen, G., &Snekkenes, E. A. (2014). A Comparison between Business Process Management and Information Security Management. In 2014 Federated Conference on Computer Science and Information Systems, ACSIS’14 (Vol. 2, pp. 901–910).Yin, R. K. (2014). Case Study Research: Design and Methods (Fifth). United States of America: SAGE Publications. 描述 碩士
國立政治大學
企業管理研究所(MBA學位學程)
104363002資料來源 http://thesis.lib.nccu.edu.tw/record/#G0104363002 資料類型 thesis dc.contributor.advisor 羅明琇 zh_TW dc.contributor.advisor Lo, Ming Shiow en_US dc.contributor.author (作者) 張育銘 zh_TW dc.contributor.author (作者) Chang, Yu Ming en_US dc.creator (作者) 張育銘 zh_TW dc.creator (作者) Chang, Yu Ming en_US dc.date (日期) 2017 en_US dc.date.accessioned 31-八月-2017 12:29:28 (UTC+8) - dc.date.available 31-八月-2017 12:29:28 (UTC+8) - dc.date.issued (上傳時間) 31-八月-2017 12:29:28 (UTC+8) - dc.identifier (其他 識別碼) G0104363002 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/112434 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 企業管理研究所(MBA學位學程) zh_TW dc.description (描述) 104363002 zh_TW dc.description.abstract (摘要) Organizations are facing a more and more competitive market not only in Taiwan but also around the globe. Business Process Management (BPM) is considered a weapon used to better satisfy customers’ needs so that organizations can survive competition. However, it is surprising that previous BPM studies mainly focused on the primary process and neglected the important support process, for instance, human resource management. Through a case study, this research extends the application of BPM from the primary process to the support process, reveals the inadequacy of the current BPM life cycle, and guides practitioners in managing the business process. en_US dc.description.tableofcontents 1. Introduction 11.1. Research Motivation 11.2. Research Objective 31.3. Research Procedure 32. Literature Review 52.1. Business Process 52.2. BPM 72.2.1. Definition of BPM 82.2.2. The Origins of BPM 92.2.3. Status of BPM 112.3. BPM Life Cycle 112.4. BPM Applications 192.5. Summary 213. Methodology 223.1. Case Study Methodology 223.2. Research Subject 223.3. Case Study Interview 243.3.1. The Interview Questions 243.3.2. The Interview Respondents 253.3.3. Interview Principles 274. Case Analysis 284.1. Case Company Problem 284.2. The Compensation Approval Process 304.2.1. The AS-IS Process 304.2.2. The PDCA Cycle 354.2.3. The TO-BE Process and Results 374.3. The Onboarding Process 414.3.1. The AS-IS Process 414.3.2. The PDCA Cycle 444.3.3. The TO-BE Process 454.4. The BPM Life Cycle Analysis of the Case Company 495. Conclusion and Future Development 585.1. Conclusion 585.2. Business Implications 595.3. Research Contribution 595.3.1. Theoretical Contribution 595.3.2. Practical Contribution 595.4. Limitation 605.5. Future Research 60References 61 zh_TW dc.format.extent 1687271 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0104363002 en_US dc.subject (關鍵詞) 企業流程管理 zh_TW dc.subject (關鍵詞) Business Process Management en_US dc.subject (關鍵詞) BPM en_US dc.subject (關鍵詞) Performance Management en_US dc.subject (關鍵詞) Process Management en_US dc.title (題名) 應用企業流程管理 (BPM) 提升績效之研究：以某國際快遞台灣分公司為例 zh_TW dc.title (題名) The application of business process management (BPM) for performance improvement: A case study of an express company in Taiwan. en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 袁方(2002)，社會研究方法，台北：五南出版社。Aalst, W. M. P.Van Der. (2013). Business Process Management : A Comprehensive Survey. ISRN Software Engineering, 2013, 1–37.Alibabaei, A., Bandara, W., &Aghdasi, M. (2009). Means of Achieving Business Process Management Success Factors. In Proceedings of the 4th Mediterranean Conference on Information Systems, 25-27 September 2009 , Athens University of Economics and Business, Athens.Association of Business Process Managment Professional. (2013). BPM Common Body of Knowledge Version 3.0. United States of America: Springfield.BCG. (2016). Transformation - Delivering and Sustaining Breakthrough Performance. (L.Faste &J.Hemerlin, Eds.). The Boston Consulting Group.Bernardo, R., Galina, S. V. R., &Padua, S. I. D.de. (2017). The BPM lifecycle. Business Process Management Journal, 23(1), 155–175.Buh, B., Kova?i?, A., &Indihar ?temberger, M. (2015). Critical success factors for different stages of business process management adoption – a case study. Economic Research-Ekonomska Istra?ivanja, 28(1), 243–258.Burlton, R. (2001). Business Process Management.pdf. Indianapolis, USA: Sams Publishing.Champy, J. (1995). Reengineering Management. United States of America: Harper Business.62Davenport, T., &Short, J. (1990). The New Industrial Engineering: Information Technology and BusinessProcessRedesign. Sloan Management Review, 31(4), 11–17.Deming, W. E. (1953). Statistical techniques in industry. Adv Manage, 18(11), 8–12.Dumas, M. (2015). From Models to Data and Back: The Journey of the BPM Discipline and the Tangled Road to BPM 2020. In H. R.Motahara-Nezhad, J.Recker, &M.Weidlich (Eds.), Business Process Management - 13th International Conference, BPM 2015. Springer.Du?an Go?nik, Tin Pofuk, K. K. (2015). Business process management (BPM) in Slovenian manufacturing companies. In International OFEL Conference on Governance, Management and Entrepreneurship; Zagreb (pp. 732–739).Fiedler, K. D., Grover, V., &Teng, J. T. C. (1995). An empirical study of information technology enabled business process redesign and corporate competitive strategy. European Journal of Information Systems, 4(1), 17–30.Geertz, C. (1973). The interpretaton of cultures. New York: Basic Books.Hammer, M. (1990). Rengineering work: Don’t automate, obliterate. Harvard Business Review, 68(4), 104–112.Hammer, M. (2002). Process Management and the Future of Six Sigma. MIT Sloan Management Review, 43(2), 26–32.Hammer, M. (2010). What is Business Process Management? In J.vomBrocke &M.Rosemann (Eds.), Handbook on Business Process Management 1:Introduction, Methods and Information System (pp. 24–36). German:Springer.Hammer, M., &Champy, J. (1993). Reengineering the corporation: a manifesto for business revolution. United States of America: Harper Business.Hammer, M., &Steven Stenton. (1999). How process enterprises really work? Harvard Business Review, 22(11), 11.Harmon, P. (2010). The Scope and Evolution of Business Process Management.In J.vomBrocke &M.Rosemann (Eds.), Handbook on Business Process Management 1: Intorduction, Methods and Information System (pp. 57–101). German: Springer.Hung, Y.-Y. (2006). Business Process Management as competitive advantage: A review and empirical study. Total Quality Management and Business Excellence, 17(1), 21–40.Jeston, J., &Nelis, J. (2008). Business Process Management: Practical Guidelines to Successful Implementation (Second). United Kingdom: Elsevier.Jurisch, M. C., Palka, W., Wolf, P., &Krcmar, H. (2013). Which Capabilities Matter For Successful Business Process Change? Business Process Management Journal, 20(1), 3.Khosravi, A. (2016). Business process rearrangement and renaming. Business Process Management Journal, 22(1), 116–139.Kirkor, B. (2010). Towards An Integration Of The Lean Enterprise System , Total Quality Management , Six Sigma And Related Enterprise Process Improvement Methods.Lee, R. G., &Dale, B. G. (1998). Business Process Management: a review and evaluation. Business Process Management Journal, 4(3), 214–225.Lee, S. M., &Asllani, A. (1997). TQM and BPR: symbiosis and a new approach for integration. Management Decision, 35(6), 409–416.Macedo de Morais, R., Kazan, S., Ines Dallavalle de Padua, S., &Lucirton Costa, A. (2014). An analysis of BPM lifecycles: from a literature review to a framework proposal. Business Process Management Journal, 20(3), 412–432.Makhlouf, M., &Allal-Cherif, O. (2015). Pertinence and feasibility of a unifying holistic approach of IT governance. In Proceedings of the Annual Hawaii International Conference on System Sciences (Vol. 2015–March, pp. 4575–4584).Milan, R., Milan, B., Marko, C., Jovanovic, V., Dalibor, B., &Avramovic, N. (2014). Implementation of Business Process Reengineering in Human Resource Management. Engineering Economics, 25(2), 211–222.Munehira, T. (2014). Control Mechanism for Social Business Process Management. Japan Society for Information and Management, 34(3), 103–114.Palmberg, K. (2009). Exploring process management: are there any widespread models and definitions? The TQM Journal, 21(2), 203–215.Ranganathan, C., &Dhaliwal, J. S. (2001). A survey of business process reengineering practices in Singapore. Information and Management, 39(2), 125–134.Reijers, H. A., Wijk, S.van, Mutschler, B., &Leurs, M. (2010). BPM in Practice:Who Is Doing What? In R.Hull, J.Mendling, &S.Tai (Eds.), Business Process Management: 8th International Conference (p. 379). Berlin:Springer.Roeser, T., &Kern, E.-M. (2015). Surveys in business process management – a literature review. Business Process Management Journal, 21(3), 672–718.Rummler, G. A., &Brache, A. P. (1995). Improving Performance: How to Manage the White Space on the Organisation Chart (second). San Francisco, California: Jossey-Bass.Serban, A. I. (2015). Managing Transformation : Business Process Reengineering or Total Quality Management. International Journal of Academic Research in Business and Social Science, 5(5), 81–86.Skrinjar, R., &Trkman, P. (2013). Increasing process orientation with business process management: Critical practices’. International Journal of Information Management, 33(1), 48–60.Stoddard, D. B., &Jarvenpaa, S. L. (1995). Business process redesign : Tactics for managing radical change. Journal of Management Information Systems, 12(1), 81–107.Trkman, P. (2010). The critical success factors of business process management. International Journal of Information Management, 30(2), 125–134.vomBrocke, J., &Rosemann, M. (2015). Handbook on Business Process Management 2. Handbook on Business Process Management 2: Strategic Alignment, Governance, People and Culture, Second Edition.Wangen, G., &Snekkenes, E. A. (2014). A Comparison between Business Process Management and Information Security Management. In 2014 Federated Conference on Computer Science and Information Systems, ACSIS’14 (Vol. 2, pp. 901–910).Yin, R. K. (2014). Case Study Research: Design and Methods (Fifth). United States of America: SAGE Publications. zh_TW
