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研究生:丁威元
研究生(外文):Wei Yuan Ding
論文名稱:市場導向企業流程再造之探索性研究
論文名稱(外文):An Exploratory Research on Market-Oriented Business Process Reengineering:A Case Study of Taiwanese ODM Firm
指導教授:陳昭蓉陳昭蓉引用關係
指導教授(外文):Jau-Rong Chen
學位類別:碩士
校院名稱:明志科技大學
系所名稱:工業管理研究所
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:2007
畢業學年度:95
語文別:中文
論文頁數:98
中文關鍵詞:市場導向企業流程再造個案研究
外文關鍵詞:Market-OrientedBusiness Process ReengineeringCase Study
相關次數:
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企業流程再造乃是徹底地、全面性地重新思考企業的營運觀念,許多有關企業流程再造之研究均以「流程」為觀點,或是以資訊科技為觸媒之觀點來探討企業如何藉由導入企業流程再造來提升其競爭力。但是隨著全球化競爭及環境變化,改造的成效往往不如預期的好,探究其原因:企業流程乃是集合各種資源來創造「顧客」所需的產品或服務的一連串活動,因此,企業流程再造應以創造與滿足「顧客」需求為出發點。過去企業流程再造較重視績效,少有以市場導向為目標的企業流程再造,本研究以市場導向之觀點出發,探索台灣某一原廠委託設計製造公司如何進行企業流程再造來提昇公司的市場導向。
本個案研究以質性研究方法蒐集資料與分析資料,透過為期一年的深入訪談與分析,本研究發現:(1)跨部門的專案團隊建立,有助於內、外部顧客需求的情報蒐集; (2)跨部門的整合,減少組織層級、增加基層員工與高階主管的溝通機會、與授權與員工,可增加跨功能別的情報傳播;與(3)企業發展產品策略來即時反應所蒐集之內、外部顧客需求之情報,可增進顧客滿意度。本研究結果顯示,市場導向之企業流程再造可使企業內部協調性增加,加速流程再造之實施,對於降低與控制製造營運成本與提升產品品質均有正面影響,內部營運流程亦可以藉由情報之蒐集、傳播與回應加以調整配合,其組織愈能反應市場變化,創造企業整體價值。
Abstract
Business process reengineering (BPR) is a concept of changing business operation thoroughly. Previous studies mainly focus on the process or technological perspectives of BPR in studying the adopting BRP for competitive advantages, and have neglected the market dimension BPR. In particular, in the global competition and volatile business environment, the outcomes of organizational reform are always invalid. To address this gap, the aim of this study is to extend our understanding of market-oriented BRP.
Through a case study of a Taiwanese ODM company, this study gathered qualitative data on the process toward market-oriented BPR for one year. Based on evidence from the case, this stud identified key managerial activities that may facilitate market-oriented BPR as follows:
1. A cross functional team will facilitate the collection of customer requirements from both inside and outside of the organization.
2. Cross function integration, a flat hierarchy, active communication between employees and managers, and empowerment will enhance the cross functional intelligence dissemination.
3. A product strategy to meet with customer requirements agilely will lead to a higher extent of customer satisfaction.
In addition, the findings of this study also shows that market-oriented BPR can increase the organizational coordination, the speed of process reengineering, the quality of products, and reduce the operation cost as well. The findings contribute to the literature on BPR and the market perspective of organizational change management. The implications and future research directions are also discussed.
目 錄
指導教授推薦書.......................................................................................................
口試委員會審定書...................................................................................................
明志科技大學學位論文授權書..................................................................................iii
博碩士論文電子檔案上網授權書............................................................................. iv
誌謝...............................................................................................................................v
中文摘要......................................................................................................................vi
英文摘要.....................................................................................................................vii
目 錄........................................................................................................................viii
圖目錄...........................................................................................................................x
表目錄..........................................................................................................................xi
第一章 緒論.................................................................................................................1
1.1 研究背景..................................................................................................1
1.2 研究動機..................................................................................................2
1.3 研究目的..................................................................................................4
1.4 研究流程..................................................................................................4
1.5 論文架構..................................................................................................5
第二章 文獻探討.........................................................................................................7
2.1 企業流程再造......................................................................................7
2.2 市場導向............................................................................................26
2.3 市場導向企業流程再造....................................................................32
2.4 概念性分析架構................................................................................33
2.5 本章總結............................................................................................35
第三章 研究方法.......................................................................................................36
3.1 研究方法............................................................................................36
3.2 個案研究設計....................................................................................38
3.3 資料彙整............................................................................................41
3.4 ODM產業特性.................................................................................42
第四章 個案分析......................................................................................................46
4.1 個案公司簡介...................................................................................46
4.2 個案公司再造階段...........................................................................48
4.3 個案公司的市場導向.......................................................................64
第五章 研究結論與管理意涵..................................................................................71
5.1 結論...................................................................................................71
5.2 管理意涵...........................................................................................79
5.3 研究限制...........................................................................................80
5.4 後續研究建議...................................................................................81
附表一 IPS個案公司訪談綱要...............................................................................82
附表二 受訪者資料..................................................................................................83
參考文獻....................................................................................................................84
圖目錄
圖1.1 研究流程................................................................. ...........................................5
圖1.2 論文架構.............................................................................................................6
圖2.1 Hammer基本定義...............................................................................................9
圖2.2 企業流程再造模型圖........................................................................................10
圖2.3 四個主要影響流程再造因子............................................................................10
圖2.4 Hammer企業流程再造實施階段......................................................................15
圖2.5 Guha et al.企業流程再造生命週期..................................................................16
圖2.6 PEPSI企業流程再造五階段.............................................................................20
圖2.7 市場導向前置變數與結果變數圖....................................................................29
圖2.8 市場導向架構圖................................................................................................30
圖2.9 市場導向企業流程再造....................................................................................33
圖2.10 企業流程再造之概念性架構......................................................................34
圖3.1 本研究的架構..................................................................................................38
圖3.2 本論文之證據鏈................................................................................................42
圖3.3 台灣電源供應器廠商結構分析....................................................................43
圖4.1 IPS公司三年營業狀況......................................................................................46
圖4.2 IPS公司組織圖..................................................................................................47
圖4.3 IPS公司調整後的結構......................................................................................57
圖4.4 IPS公司的再造..................................................................................................63
圖4.5 專案管理團隊組織圖........................................................................................66
圖5.1 市場導向企業流程在之模式............................................................................75



表目錄
表2.1 企業流程再造的定義........................................................................................11
表2.2 四個中心觀點....................................................................................................12
表2.3 企業流程再造實施步驟.................................................................................22
表2.4 企業流程再造之失敗因素.............................................................................23
表2.5 企業流程再造之成功因素.............................................................................25
表2.6 企業流程再造程序與文獻支持....................................................................25
表2.7 市場導向相關文獻............................................................................................31
表2.8 本研究對個案公司的觀察重點....................................................................35
表3.1 研究策略與問題類型........................................................................................36
表3.2 訪談次數、時間、對象....................................................................................40
表3.3 本研究使用的證據來源....................................................................................41
表3.4 個案研究資料庫目錄........................................................................................41
表3.5 我國與全球電源供應器應用領域比重表........................................................44
表3.6 個案公司基本資料............................................................................................45
表4.1 IPS公司各部門職責表......................................................................................48
表4.2 個案公司的策略規劃........................................................................................50
表4.3 流程診斷彙整....................................................................................................54
表4.4 IPS公司市場導向...........................................................................................68
表4.5 命題彙整表........................................................................................................70
表5.1 個案公司驅動再造因素....................................................................................71
表5.2 市場導向企業流程再造分別建立市場導向機制............................................76
表5.3 市場導向企業流程再造解決之各項問題........................................................77
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