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研究生:鄭金山
研究生(外文):Chin-Shan, Cheng
論文名稱:再造工程之研究--以建構「再造工程之推動模式」為例
論文名稱(外文):A Study on Business Process Reengineering(BPR)--For the Example of Building the Implementing Model of BPR
指導教授:田墨忠田墨忠引用關係
指導教授(外文):Tien Mo Chung
學位類別:碩士
校院名稱:國防管理學院
系所名稱:資源管理研究所
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:1999
畢業學年度:87
語文別:中文
論文頁數:99
中文關鍵詞:再造工程流程資訊科技全面品質管理
外文關鍵詞:BPRBPITTQM
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目前企業面對的是一個3C的環境----以顧客(Customer)為導向、從事激烈的競爭(Competition)與快速的變革(Change),在此環境下,如何保持競爭力以渡過危機,已成為當前最受企業界矚目的課題之一。
再造工程(Business Process Reengineering; BPR)為90年代企業界救亡圖存和脫胎換骨的一項法寶,但在實際推行後,卻也有高達七成以上的失敗率。其中一項重要的因素即是一般文獻普遍缺乏可供企業實際參考仿效、詳細而具體可行的推行步驟。
本研究有鑑於此,遂採探索性研究(exploratory research)之方式,探索並回顧影響再造工程之因素之相關文獻,嘗試建立再造工程推動模式,再透過個案流程再造的推演,以印證該模式之可行性。綜合本研究獲致成果如下:
1. 藉由對流程、資訊科技及全面品質管理等相關理論之探索,建立再造工程之推動模式,並規劃出執行再造之三大階段--準備、實施及評估與修正,使再造計畫得以循序完成。
2. 依據前項模式,採模擬方式進行軍事採購作業個案研究的結果,在時間、人力及作業流程的精簡上都顯示效率獲得大幅提升,證明本研究所建立之「再造工程之推動模式」在理論上確實可應用於軍事部門之再造。
關鍵詞:3C、再造工程、流程、資訊科技、全面品質管理
The businesses today are facing a 3C environment with strong emphasis on customer-oriented, while under the intense pressure of competition and the rapidness of change in the marketplace. How to overcome these hostile environments while maintaining competitiveness in the market, has become one of the hottest issues in business management nowadays.
Business Process Reengineering(BPR) seems to have provided an ideal solution for the business in the 90''s, with a radical redesign of the business systems to achieve dramatic improvements in performance. But under actual implementation, it has over 70% failure rate. The main downfall of BPR seems to be the lack of available information, providing detailed analysis on the implementation procedures, as reference for the business sector.
The purpose of the research is to use an exploratory research method to gain an in-depth insight into literatures, to pin point the key factors that are influential in BPR. The information obtained was used to develop a new implementing model for BPR, and the new strategies were tested and analyzed in a simulated case study. The results of the research are as follow:
1. A full exploration of Business Process(BP), Information Technology(IT), and Total Quality Management(TQM) and related theory was carried out. These were used to develop and promote an implementing model for BPR. In order to have a smooth completion of the project, three stages of execution were established-preparation, implementation, and evaluation and correction.
2. The above strategies were implemented in a simulated military procurement process. The results indicate an overall enhanced improvement in the reduction of time, manpower and process-flow. The research has shown that the promotion of the implementing model of BPR is workable in the reengineering for military.
Key words: 3C, BPR, BP, IT, TQM
第一章 緒論1
1.1 研究動機與目的1
1.2 研究流程2
1.3 研究方法3
1.4 研究範圍與限制4
1.5 本論文結構說明5
第二章 文獻回顧6
2.1 流程的觀念6
2.1.1 流程的定義6
2.1.2 流程的種類7
2.2 再造工程簡介10
2.2.1 再造工程的定義10
2.2.2 再造工程的特性15
2.3 資訊科技、再造工程與組織的關係16
2.3.1 資訊科技的定義17
2.3.2 資訊科技對組織的影響18
2.3.3 資訊科技與再造工程21
2.4 全面品質管理與再造工程24
2.4.1 全面品質管理的定義24
2.4.2 全面品質管理與再造工程的關係28
2.5再造工程的其它相關理論31
2.5.1 實施再造工程對組織的影響31
2.5.2 再造工程的關鍵成功與失敗因素34
2.5.3 再造工程的推行步驟37
第三章 再造工程觀念性架構與推動模式之建構46
3.1 本研究觀念性架構46
3.2 影響BPR之各項構面之操作性定義47
3.3 再造工程之推動模式51
3.3.1 建構推動模式之原因說明51
3.3.2 推動模式之建構52
第四章 軍事採購作業流程再造58
4.1 以BPR進行改革的原因說明58
4.2 案況說明59
4.3 準備階段作業60
4.4 實施階段作業66
4.5 評估與修正階段作業81
第五章 結論與建議87
5.1 研究發現87
5.2 結論87
5.3 建議89
參考文獻92
中文部份92
英文部份95
圖 目 錄

圖1.2.1:研究流程圖--------------------------------------------------------------- 3
圖2.1.1:流程分類圖--------------------------------------------------------------- 9
圖2.3.1:資訊科技與企業流程再造的遞回關係----------------------------- 21
圖2.3.2:資訊科技促成企業轉變的五個階段-------------------------------- 23
圖2.5.1:Furey的改造六大步驟------------------------------------------------ 38
圖2.5.2:Schnitt之策略再造步驟---------------------------------------------- 40
圖3.1.1:本研究觀念性架構----------------------------------------------------- 47
圖3.2.1:流程的組成要素-------------------------------------------------------- 48
圖3.3.1:再造工程推動模式----------------------------------------------------- 53
圖4.2.1:某軍事機關現行採購作業流程圖----------------------------------- 59
圖4.4.1:某軍事機關之招標訂約流程----------------------------------------- 72
圖4.4.2:如何從As-is演變到To-be------------------------------------------- 77
圖4.4.3:標單發售前置作業再造前後比較圖-------------------------------- 78
表 目 錄

表2.1.1:流程的種類-------------------------------------------------------------- 8
表2.2.1:企業再造工程之定義-------------------------------------------------- 11
表2.2.2:BPR定義彙總表------------------------------------------------------- 12
表2.3.1:資訊科技的能力與對組織之影響---------------------------------- 19
表2.4.1:全面品管定義總表---------------------------------------------------- 25
表2.4.2:全面品質管理之定義------------------------------------------------- 26
表2.4.3:再造工程與全面品質管理的比較---------------------------------- 29
表2.4.4:企業改造與全面品質管理比較表---------------------------------- 30
表2.5.1:推行BPR的關鍵成功與失敗因素彙總表------------------------ 34
表2.5.2:企業流程再造推行步驟彙總---------------------------------------- 42
表2.5.3:企業再造之實施階段或內容---------------------------------------- 43
表2.5.4:不同學者提出的企業再造方法論---------------------------------- 44
表3.3.1:準備階段之執行要點與作業項目---------------------------------- 54
表3.3.2:實施階段之執行要點與作業項目---------------------------------- 56
表3.3.3:評估與修正階段之執行要點與作業項目------------------------- 57
表4.4.1:核心流程再造綜合評量表------------------------------------------- 71
表4.4.2:核心流程再造優先順序表------------------------------------------- 71
表4.4.3:招標訂約流程各主要活動現在與預估未來作業時間比較表-- 76
表4.5.1:招標訂約流程各主要活動再造前後作業時間比較表---------- 82
表4.5.2:招標訂約流程再造「成功」與「失敗」項目分類表---------- 83
中文部份
[1] 張忠謀(民八七),「企業成功須強勢領導」,聯合報,十二月五日。
[2] 楊林亮(民八六),「企業程序再造實施相關因素之研究:以台灣地區大型企業為例」,國立中正大學資訊管理研究所碩士論文。
[3] 行政院研究發展考核委員會(民八七),「政府再造綱領」,行政院第二五六0次會議通過,元月二日。
[4] 國防部「國防報告書」編纂小組(民八七),「中華民國八十七年國防報告書」,黎明文化事業股份有限公司,三月,頁99, 111.
[5] 黃俊英(民八三),「企業研究方法」,國立編譯館主編,臺灣東華書局股份有限公司發行。
[6] 施勝文(民八三),「資訊科技於企業再造之角色」,國立政治大學企業管理研究所碩士論文,六月,頁88-91.
[7] 蔣中一(民八四),「企業何以須流程改造」,LAN網路資訊,九月,頁140-141.
[8] 吳定(民八六),「再造工程方法應用於工作簡化之探討」,人事管理,一月,第34卷第1期,頁4-16.
[9] 江瑞清(民八六),「公共部門之流程改造」,研考雙月刊,八月,頁12-16.
[10] 郭代華(民八六),「企業流程改造在商業自動化的應用」,資訊與電腦,八月,頁98-100.
[11] 劉慶聰(民八六),「建立附加價值的工作流程」,研考雙月刊,八月,頁17-20.
[12] 張錦瑞(民八0),「製造業全面品管教育訓練課程內涵之研究」,國立交通大學碩士論文.
[13] 林燕星(民八七),「非營利性事業單位研發體系全面品質管理推行模式之先期探討研究----以國防科技研發體系為例」,國立台灣大學工業工程學研究所碩士論文.
[14] 江瑞清(民八四),「再造工程與品質管理的關係」,品質管制月刊,四月,頁13-15.
[15] 劉必慧(民八四),「以品質機能展開法改造企業流程」,私立中原大學工業工程研究所碩士論文,六月.
[16] 蔣中一(民八四),「企業流程再造之效益分析」,LAN網路資訊,十一月,頁149-150.
[17] 蔣中一(民八四),「企業如何成功再造流程」,LAN網路資訊,十月,頁152-153.
[18] 朱艷芳(民八五),「再造工程理念在國防管理上之應用」,國防雜誌,第11卷第8期,二月,頁101-110.
[19] 許芳菊(民八三),「改造企業-改造無功?」,天下雜誌,八月,頁198.
[20] 石滋宜(鄭淑芳整理)(民八四),「石滋宜博士談再造工程」,品質管制月刊,四月,頁7-8.
[21] 同[17]
[22] 同[18]
[23] 陳世國(民八五),「企業流程再造管理策略之研究」,國立台灣大學資訊管理學研究所碩士論文,六月.
[24] 何雍慶(民八六),「企業再造對物流機制之影響」,私立中國文化大學企業管理研究所碩士論文,六月。
[25] 鄞俊波(民八六),「企業再造工程理論及應用之探討--以金融服務業為例」,國立屏東技術學院資訊管理技術研究所碩士論文,六月.
[26] 同[9]
英文部份
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