企業整合分析模式在企業再生工程之應用以積體電路製造業之顧客抱怨處理作業流程為例

Abstract

企業再生工程(Business Process Reengineering)的經營理念在近年來逐 漸受到企業界的重視。並且已有為數眾多的公司組織率先進行流程改造, 冀望在成本、品質、服務、速度及顧客滿意等關鍵績效上獲得大幅度改進 。本研究旨在建立一企業整合分析模式,以協助企業進行作業流程的改善 。本研究在此模式中,採用Design/IDEF的IDEF0來做為功能模式的描述工 具;透過WorkFlow Analyzer來轉換成CPN (Colored Petri Net)模式以表 達行為特性及蒐集動態績效指標。最後再由定案的作業模式中萃取出必須 實體(ENTITY),利用IDEF1X進行資料模式的構建。本文最後則以一實例說 明,來描述該模式的分析架構與方法。 In recent years, the concept of "Business Process Reengineering" is gradually recognized by enterprises; meanwhile, thousands of companies and organizations have started to review their business processes and had reengineering projects under way. Hopefully these projects can achieve the dramatic improvements of critical measures of performance, such as cost, quality, speed and customer satisfaction. This research is intended to build up an integrated enterprise analysis model in order to assist those who are interested in reengineering processes. The Design/IDEF is adopted as the vehicle of functional modeling here, and then through the WorkFlow Analyzer , to translate the model into CPN (Colored Petri Net) for representing behaviour properties and collecting the dynamic performance index. Finally, the information entities can be extracted efficiently from functional model for constructing required data model. An example, adopting the methodology of this research, is selected for demonstrating the whole framework as well.