臺灣博碩士論文加值系統

摘要
在快速變動的時代，面對全球化的競爭，如何快速回應變化，如何提升競爭力，是企業生存之道，而自動化工作流程系統之協調、溝通、合作功能，正是能促使企業提高工作效率、快速回應變化的技術。然而，在引進、開發工作流程系統需要相當多的投資，但所得結果常與預期有很大落差，因此，為確保投資於自動化工作流程系統的成果，工作流程系統導入之探討是很重要的議題。
本研究目的即從技術、作業、人員、結構等四個組織構面與啟始、採用、實施三個導入階段，探討企業工作流程系統導入之影響因素，具體而言，本研究目的試圖回答下列問題：(1)、什麼因素促使個案公司要推動工作流程系統？(2)、什麼因素影響個案公司決定採用工作流程系統？(3)、什麼因素影響個案公司使用者持續實施工作流程系統？
本研究根據資訊系統、群組軟體、以及工作流程系統等導入相關文獻，歸納出工作流程系統導入的參考模式，經以個案研究方法驗證此一參考模式，本研究發現，在啟始階段的影響因素有：可支援工作流程系統的資訊科技基礎架構、開發工作流程系統的人力、明確的工作流程、適宜的作業目標、高階主管知道且有興趣、使用者參與選擇、組織規模、以及獎懲制度；在採用階段的影響因素有：有合適的工作流程系統、重新設計工作流程、高階主管支持、使用者參與系統開發、全部使用者教育訓練、以及正式化；在實施階段的影響因素有：工作流程系統達成目標、技術支援、漸進式導入工作流程系統、高階主管使用、全部使用者均使用、以及公司政策。

Abstract
In the turbulent time, an enterprise facing global competition must rapidly respond to change and sustain competitive advantage for survival. Workflow systems is a technology, which has the function of coordination, communication, and collaboration, to improve productivity and response time. However, the implementation of workflow systems needs much investment, but usually results in much gap between expectations and actual benefits. Therefore, it is an important issue to study the implementation of workflow system to assure the results of such investment.
This research explores the influencing factors of implementing workflow systems from the organizational perspective (technology, task, people, and structure) and the process (initiation, adoption, and usage). In general, this study tries to answer the following questions: (1) What factors enable a company to initiate a workflow system? (2) What factors influence a company to adopt a workflow system? (3) What factors affect a company to use a workflow system?
Based on the literature concerning implementing information system, groupware, and workflow system, this research induces the model of implementing workflow systems. After confirming this model by using case study method, this research proposes the reference model of implementing workflow systems. At the initiation phase, this research finds eight influencing factors: IT infrastructure suitable for workflow systems, human power of developing workflow systems, clear workflows, achievable objectives, top manager’s knowledge and interest, user involvement in selection, size, and incentives system. At the adoption phase, six influencing factors are identified: adequate workflow systems, redesigning workflows, top manager’s support, user involvement in system development, education of all users, and formalization. At the usage phase, we find six influencing factors: realized objectives, technology support, incremental implementation, top manager’s usage, all users’ usage, and corporate policy.

論文目錄
第壹章、緒論……………………………………………………………………………1
第一節、研究背景與動機………………………………………………………….1
一、工作流程……………………………………………………………………1
二、客訴處理……………………………………………………………………2
第二節、研究目的………………………………………………………………….3
第三節、研究範圍定義…………………………………………………………….3
第四節、論文架構………………………………………………………………….4
第貳章、文獻探討………………………………………………………………………6
第一節、群組軟體、CSCW與工作流程系統………………………………………6
第二節、資訊系統導入模式……………………………………………………….10
一、資訊系統導入定義…………………………………………………………10
二、資訊系統導入模式…………………………………………………………11
第三節、群組軟體導入特性……………………………………………………….15
第四節、工作流程系統導入特性………………………………………………….22
第參章、參考模式建置與研究方法……………………………………………………33
第一節、參考模式雛形建置過程………………………………………………….33
第二節、參考模式雛形…………………………………………………………….33
一、工作流程系統導入各階段之應變數………………………………………33
二、啟始階段之自變數…………………………………………………………34
三、採用階段之自變數…………………………………………………………36
四、實施階段之自變數………………………………………………………...38
第三節、研究方法………………………………………………………………….40
第四節、研究程序………………………………………………………………….41
第五節、個案研究設計……………………………………………………………41
一、個案公司選擇…………………………………………………………….41
二、資料來源………………………………………………………………….42
三、導入結果之評估方式…………………………………………………….42
四、參考模式之分析方式…………………………………………………….43
五、問卷與訪談問題設計…………………………………………………….44
六、研究品質………………………………………………………..…………45
第肆章、個案說明……………………………………………………………………47
第一節、個案公司簡介………………………………………………….………47
一、公司一般概況………………………………………………….………..47
二、公司資訊發展概況……………………………………………….……..47
第二節、客訴處理工作流程…………………………………………….………51
第三節、客訴處理工作流程系統架構………………………………….………55
第四節、客訴處理工作流程系統功能………………………………….………56
第五節、個案公司導入工作流程系統的動機與目的………………….………58
第六節、個案公司導入工作流程系統的過程………………………….………59
一、啟始階段…………………………………………………………….……59
二、採用階段…………………………………………………………….……61
三、實施階段…………………………………………………………….……62
第七節、導入結果…………………………………………………….……………67
一、系統品質………………………………………………………….………69
二、資訊品質………………………………………………………….………69
三、使用……………………………………………………………….………70
四、使用者滿意度…………………………………………………….………70
五、對個人的衝擊…………………………………………………….………70
六、對組織的衝擊……………………………………………………….……71
第伍章、資料分析與參考模式驗證…………………………………………………73
第一節、影響導入工作流程系統因素之個案資料分析……………………….73
一、啟始階段…………………………………………………………….……73
二、採用階段…………………………………………………………….……80
三、實施階段………………………………………………………….………88
第二節、參考模式驗證………………………………………………………….93
第三節、導入工作流程系統之參考模式……………………………………….95
第陸章、結論與建議…………………………………………………………………97
第一節、結論…………………………….………………………………………97
一、完成的工作項目……………….……………………………….……….97
二、具體成果………………………….………………………………………97
三、對於學術理論之貢獻…………….………………………………………97
四、對於企業界之貢獻……………….………………………………………98
五、對於研究人員所獲之效益……….………………………………………98
第二節、研究限制……………………….………………………………………98
一、個案研究方法…………………….……………………………………..98
二、研究者主觀意識介入所造成的偏差….…………………………………98
三、參與者回顧……………………….………………………………………98
四、對組織內隱諱部份缺乏足夠瞭解所造成的限制……………….………99
第三節、後續研究建議…………………….………………………………………99
一、多個案的研究…………………….………………………………………99
二、不同研究方法…………………….………………………………………99
參考文獻…………………………….…………………………………………………99
一、英文部分……………….…………………………………………………99
二、中文部分……………….…………………………………………………106
附錄
一、導入客訴處理電子表單之結果問卷調查……………………….………107
二、導入電子表單之訪談問卷……………………………………….………108

表目錄
表一：依據時間與空間分類之3*3代表性群組軟體…………………………….7
表二：資訊系統導入之整合模式…………………………………………………14
表三：組織分類矩陣………………………………………………………………21
表四：促成及阻礙群組軟體系統有效使用的因素………………………………21
表五：組織設計變數………………………………………………………………27
表六：工作流程系統導入之參考模式雛形………………………………………40
表七：參與客訴處理電子表單問卷調查人數……………………………………43
表八：訪談對象……………………………………………………………………45
表九：客訴處理單…………………………………………………………………52
表十：個案公司已導入之工作流程系統…………………………………………66
表十一：個案公司導入工作流程系統重要事項彙總表…………………………67
表十二：客訴處理電子表單導入前後作業比較…………………………………68
表十三：導入客訴處理電子表單之結果統計……………………………………69
表十四：工作流程系統與人工作業之客訴處理時間比較………………………71
表十五：影響啟始階段的因素……………………………………………………74
表十六：影響採用階段的因素……………………………………………………80
表十七：影響實施階段的因素……………………………………………………88
表十八：工作流程系統影響因素實證資料彙總表………………………………94
表十九：導入工作流程系統之參考模式…………………………………………96

圖目錄
圖一：論文架構…………………………………………………………………….5
圖二：工作流程類型……………………………………………………………….9
圖三：Lewin三階段變革理論與六階段資訊科技導入程序…………………….11
圖四：Grover與Goslar(1993)的通訊科技導入之研究模式…………………….14
圖五：資訊系統導入組織模式……………………………………………………15
圖六：Leavitt Diamond 模式……..……………..………………………………23
圖七：企業流程自動化科技適應模式……………………………………………26
圖八：流程設計與導入步驟………………………………………………………26
圖九：工作流程設計變數…………………………………………………………28
圖十：個案公司組織圖……………………………………………………………48
圖十一：個案公司MIS系統………………………………………………………49
圖十二：個案公司資訊系統發展與營業額………………………………………51
圖十三：以工作項目為中心之客訴處理工作流程………………………………51
圖十四：以部門人員為中心之客訴處理工作流程………………………………54
圖十五：客訴處理工作流程系統架構……………………………………………56
圖十六：客訴處理工作流程系統功能……………………………………………57
圖十七：歷年電子郵件系統使用人數……………………………………………60
圖十八：個案公司網路架構圖……………………………………………………75
圖十九：累積導入之電子表單……………………………………………………90

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二、中文部分
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4.黃三益，”工作流程”，梁定澎主編，電子商務：理論與實務，華泰文化事業公司，2000年5月初版，357-394。
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