Title

服務藍圖繪製與企業流程圖示轉換之研究

Translated Titles

The Design and Implementation of A Service Blueprint Tool and its Conversion to BPMN

Authors

宋昕穎

Key Words

設計科學研究法 ; BPMN ; 服務藍圖 ; 流程塑模 ; PSSUQ ; Design Science Methodology ; BPMN ; PSSUQ ; Service Blueprint ; Process Modeling

PublicationName

中山大學資訊管理學系研究所學位論文

Volume or Term/Year and Month of Publication

2016年

Academic Degree Category

碩士

Advisor

黃三益

Content Language

英文

Chinese Abstract

現今服務流程塑模方法中,服務藍圖(Service Blueprinting)和企業流程圖示(Business Process Modeling Notation, 以下簡稱BPMN)為較常見的兩種方法。服務藍圖是針對服務流程和顧客體驗所進行的塑模和分析方法。BPMN則是由OMG所制定的一種流程塑模方法,其範圍不限定在服務,任何流程皆可以此圖示表達,因此其也常被拿來進行服務流程塑模。 然而,雖然他們同為流程塑模方法,卻存在著一些差異點,使服務設計人員無法做到將兩者完全的轉換。試想,若能藉由服務藍圖進行初步的流程塑模,並分析可能的接觸點和失敗點,然後轉由BPMN進行更進一步的分析模擬,將可大幅提升流程塑模的績效。因此本研究將開發一個系統,供使用者繪製服務藍圖,並提供將服務藍圖轉換成BPMN的功能,讓使用者能轉成BPMN並進一步利用BPMN工具來進行繪製。 本研究將會先針對服務藍圖及BPMN的元素進行探討,並定義出本研究系統將採用的服務藍圖元素,以及將服務藍圖轉換成為BPMN的轉換標準,接著著手進行系統開發,並藉由設計科學研究法以及PSSUQ問卷來進行系統評估。經過評估後發現,使用者認為本系統有效地提升了繪製服務藍圖的效率以及轉換成BPMN的效率。

English Abstract

Service blueprint and Business Process Modeling Notation (BPMN) are two most widely used methods in today’s process modeling techniques. Service blueprint focuses on customer experience and service process, whereas BPMN can be used for the detailed specification of any process, including service process, manufacturing processes and also on. However, although they are both process modeling methods, there are some differences so that service designer cannot convert one to the other seamlessly. Imagine that if we use service blueprint to depict the preliminary service process, and indicate the Physical Evidence and Failure Point. Then, we convert it to BPMN for detailed process modelling, even for running the simulation using some BPMN modeling tool. Such a procedure can improve the performance of service process modeling. Thus, in our research, we try to develop a system which allows the service designer to draw service blueprint and convert it to BPMN. We first discuss the elements of service blueprint and BPMN, and define the mapping elements between service blueprint and BPMN. Then, we use the design science methodology to develop a system to draw the service blueprint and convert it to BPMN. Finally, we use the PSSUQ survey to evaluate the system. From our result, it indicates that users think our system can improve the efficiency of drawing service blueprint and converting it to BPMN.

Topic Category 管理學院 > 資訊管理學系研究所
社會科學 > 管理學
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