BPM資訊系統實務應用特性之研究

A Case Study of Practice of Business Process Management System

李訓仁(Hsun-Jen Lee)

指導教授 ： 劉士豪

中原大學/商學院/資訊管理學系/碩士(2007年)

https://doi.org/10.6840/cycu200700305

摘要

BPM可以說是21世紀集管理與資訊科技之大全的產物，無怪乎Gartner Group、Delphi Group等各大機構相繼投以關注的眼光，BPMS可說是21世紀最熱門的殺手級應用之ㄧ。
　　在台灣，許多企業可能還不知BPM為何物? 或許某些企業已經認識到BPMS的好處，但是，如何選擇實施BPM的流程依舊是一個比較頭痛的問題。終究BPMS不像現行企業所使用的應用系統(如ERP、CRM、SCM…等)有特定的應用目標與功能，相對的，要了解BPMS的特性與應用的範疇是比較困難的。
企業流程管理是業務流程端到端（End to End）的管理。透過BPMS技術，以端到端的方式處理商務相關事件以及管理必要的資源。企業流程管理的生命週期可以說是PDCA(Plan-Do-Check-Action)的管理循環，換成BPM的語言，即為流程設計->流程導入->流程監控->流程改善。BPMS的技術內涵主要包含了工作流(Workflow)、企業應用整合((Enterprise Application Integration; EAI)、作業活動監控 (Business Activity Monitoring ;BAM)。
本研究的研究方法為探索性個案研究。透過 文獻探討以及個案的資料蒐集與研究，以循序漸進的方式歸納出BPMS應用特性並加以驗證與修訂。本研究依據歸納出的BPMS應用特性，進一步的定義BPMS是作業服務的整合平台，並提出BPMS的作業模型。本研究也對於研究過程中所發現的重要現象提出討論。
本研究結果明確的標列BPMS應用的實務案例以及BPMS應用的特性，可作為企業快速理解與評估BPMS導入的參考。BPMS的供應商亦可用於強化與企業間的溝通，以及審視客戶的應用與系統功能的弱點。學術界亦將對BPMS的定義與實務應用有更深一層的了解。

關鍵字

流程管理 ； 作業流程 ； 資訊系統 ； 作業流程管理 ； 資訊系統應用

並列摘要

In 21 century, Business Process Management (BPM) is the best integration application form business management and information technology. No wander the world famous market research organizations like Gartner Group and Delphi Group continued to attention to its development. Business Process Management System (BPMS) definitely is the one of the most popular killer applications in this century.
In Taiwan, maybe there are a lot of company still don’t know what is BPM ? or maybe some company already realized the benefits about BPMS. But in real practice, how to select the suitable implementation methods of BPMS for company is still a big challenge. Relative to others information system (ex. ERP, CRM, SCM … etc) have clear system implementation target and function scope, the function features and application scope of BPMS is more difficult to be understood .
Business process management attempt to manage business operation process activities form end to end. Take advantage of BPMS technology, business can seamless integrate business operation activities and manage precious enterprise resources form end to end. The business process management lifecycle is most likely a PDCA (Plan-Do-Check-Action) circle. Translate above concept into BPM terminology; they are Process Design Process Implementation Process Monitoring Process Evaluation. The major technical components of BPMS include Workflow Management, Enterprise Application Integration (EAI) and Business Activity Monitoring (BAM).
The case study is an exploratory research. Through literature review and case data collect and summary, this research induce the application features of BPMS and validate the conclusions in proper sequence ; and further, according to the conclusions of BPMS application features, this paper define BPMS as a platform that integrate and manage service of operation activities, this paper also provide a practical BPMS operation model, and make related discussion about those important phenomenon had discovered in study process.
For regular business, this paper provide a summarization about BPMS implementation experience in real cases and offer clear listing of BPMS application features those could help them to understand what is BPMS and how to select a suitable BPMS. For BPMS solution provider, this research could help them to communicate with potential BPMS customer, to review customer status to introduce BPMS solution, and to evaluate their BPMS product functionalities. Finally, this research hope could provide a clear BPMS definition and a lot of BPMS real practice experience to the academic community for future deeply research in related topics.

並列關鍵字

Business Prodess Management ； BPM ； Information system

參考文獻

1.古永嘉(民85)，「企業研究方法」，華泰文化事業股份有限公司。

2.李建源(2004)，「企業流程內在績效評估指標建立之研究—以系統科學理論為探討」，中原大學企業管理研究所碩士論文。

4.Davenport, T.H. & Short, J.E. (1990), “The New Industrial Engineering Information Technology and Business Process Redesign”, Sloan Management Review, Vol. 31 No. 4. DD.11-27.

5.Michael Rosemann(2006), ”Business Process Management” , Queensland University of Technology, Business Process Management Group.

7.Hollingsworth, D.,(1994), “Bathe Workflow preference Model”, WorKflow Management Coalition Technical Report TC00-10031.