以內容特徵為基礎之流程文件品質判定

A Model for Quality Evaluation of Procedure Documents

吳語婕(Yu-Chieh Wu)

指導教授 ： 侯建良

國立清華大學/工學院/工業工程與工程管理學系/碩士(2018年)

摘要

當公司/企業為了保存具有操作性或流程性的內部資料/知識時，往往會由操作經驗較為豐富之資深人員將此些內部資料/知識撰寫成標準作業流程（Standard Operating Procedures，SOP），以利相關流程執行者參考並操作該流程作業內容；然而各式文件並非全由同一方式所撰寫，因此容易出現格式不一、內容不齊全、排版過於凌亂等問題。而當後續之相關操作人員在閱讀、理解或學習此些標準作業流程（SOP）之文件內容時，往往因先前提及之問題而無法獲得最正確且完整的資訊，造成操作經驗不足之人員在學習上及員工訓練上的困難度提高。為解決上述問題，本研究乃先透過網路上非結構化之流程相關文件分析流程文件之基本內容特徵，以了解此些流程相關內容之基本架構及其內容特徵，之後將此些內容特徵之表達結構分類，再依據前述結果發展一套三階段之「標準作業流程文件品質判定」之方法論，分別是「流程文件內容段落判定」階段、「流程文件內容特徵擷取」階段與「流程文件內容品質判定與改善建議」階段。藉由上述方法，公司/企業可利用本研究發展之方法在撰寫標準作業流程（SOP）時即對內容之完整度做評分判斷，對其品質把關，以協助公司/企業維護內部資料及知識的品質，縮短複雜繁瑣的資料確認過程並提高作業效率。

關鍵字

標準作業流程 ； 文件品質判定 ； 文字探勘

並列摘要

As a company wants to maintain the operational information or knowledge, the knowledge is usually represented as Standard Operating Procedures (SOP). However, the procedure documents are not always represented in the same forma. As a result, it is often difficult for the operator to acquire the contents from the procedure documents. To solve the above problems, this study analyzes the key characteristics and structure of the unstructured procedure documents. After that, this study develops a three-stage methodology for procedure quality evaluation. Based on the proposed methodology, the company can efficiently evaluate the completeness of procedure documents in order to effectively maintain the operational knowledge.

並列關鍵字

Text Mining ； SOP ； Procedure Documents ； Quality Evaluation

參考文獻

1. Guthrie, J. T., Bennett S. and Weber S., 1991, “Processing Procedural Documents: A Cognitive Model for Following Written Directions,” Educational Psychology Review, pp. 249-265.

2. Ganier, F., 2004, “Factors Affecting the Processing of Procedural Instructions: Implications for Document Design,” IEEE Transactions on Professional Communication, pp. 15-26.

3. Dixon, P., 1987, “The Processing of Organizational and Component Step Information in Written Directions,” Journal of Memory and Language, Vol. 26, pp. 24-35.

4. Rosa, M. and Colligon, I., 2006, “GLP SOPs for Equipment Calibration and Maintenance. Part 2: An Organized Approach to Streamlining Procedural Documentation,” The Quality Assurance Journal, Vol. 10, No. 5, pp. 203-207.

5. Berry, E., 1982, “How to Get Users to Follow Procedures,” IEEE Transactions on Professional Communication, Vol. 1, pp. 22-25.