| 題目(中) |
企業工作流程系統導入之影響因素探討—以個案公司之客訴為例 |
| 題目(英) |
The Research on Influencing Factors of Implementing
Workflow Systems: A Case Study |
| 研究生 |
李文福（碩士學位） |
| 指導教授 |
黃三益 |
| 摘要(中) |
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。
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| 摘要(英) |
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.
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