從組織變革觀點探討業務流程管理成效之個案研究

Case study on Business Process Management in Organization Reformation.

余秀蘭(Hsiu-lan Yu)

指導教授 ： 黃同圳 ； 鄭晉昌

國立中央大學/管理學院/人力資源管理研究所碩士在職專班/碩士(2011年)

摘要

中文摘要
個案公司在現況業務流程作業中發現了許多支離破碎的基本步驟，因此除了參訪標竿企業外，並同步邀請外部顧問公司進行企業健診與提供最佳化流程管理建議方案。本研究採取個案研究方式，以參與流程改造管理專案的成員們為觀察及訪談的對象，藉由開放性的訪談與討論，在流程變革專案的過程中追蹤進度與結果，確實掌握專案結案成果的品質與預期推動成效。
研究過程為首先進行流程改造與組織變革的文獻探討，再者，以流程改造與組織變革的理論架構為出發點，針對跨部門合工的作業流程中每個流程各部門及各階段的投入作業與產出結果逐一進行分析，最後，推導出一套符合個案公司跨部門間進行流程改造變革專案的做法建議。
本研究之結果，針對流程改善與變革管理二部分，提出一套有系統且符合貨櫃航運產業特性的流程改造與變革管理做法，期望可以做為日後個案公司內相關單位推行流程管理改造與進行變革管理時實際作業與相關研究的參考。

關鍵詞: 流程管理、組織變革

關鍵字

組織變革 ； 流程管理

並列摘要

Abstract
The company in this case has discovered several fragmented and unclear basic steps in its business process management. In addition to referring to top-notch co-operations as examples, we have also invited a consultant firm for a check-up in order to provide the best proposal of standard operation. This research adopted the case-study method, in which the team members participating the procedure modification project have been observed and interviewed. With open interviews and discussions, plus keeping track of the scheduled process and results, the quality and expected effect of the project are accurately grasped at the end of the research.
At the beginning of the research, we first probe into operation procedure modification and organization reformation. Later, the standard procedure of cross-department collaboration in which each department’s level of engagement and the achievements have been analyzed one by one. Eventually, a set of suggestions for further bettering operation procedure modification and reforming cross-department collaboration is produced.
The result of this research brings forth a series of systematic solutions of modifying operation procedure and organization reformation suitable for the shipping industry nowadays. It is expected that the fruit of the research can be used as a reference for operation procedure modification and organization reformation in days to come.

並列關鍵字

Organization reformation ； Business process management

參考文獻

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