:::

詳目顯示

回上一頁
題名:顧客導向之企業營運流程改善
書刊名:管理評論
作者:楊亨利 引用關係陳紹元
作者(外文):Yang, Heng-liChen, Jason
出版日期:2001
卷期:20:1
頁次:頁161-205
主題關鍵詞:流程再造改善顧客滿意導向企業流程Business reengineeringImprovementCustomer satisfaction orientedBusiness process
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(2) 博士論文(0) 專書(0) 專書論文(1)
  • 排除自我引用排除自我引用:2
  • 共同引用共同引用:551
  • 點閱點閱:18
創造顧客價值為企業之主要競爭力來源。本研究以顧客為核心,藉著建立顧客購買標準、決策因素及企業流程間正向補強及反向削弱等影響關係,整合企業策略層次及營運層次,提出一個顧客滿意導向之企業營運流程改善架構。該架構強調在分解企業內部流程的同時,也分解顧客資源流程,並辨識出兩者的接觸點,鎖定顧客認知的關鍵路徑,作為各項流程改善原則及評估之標的。藉著探討企業流程在傳輸或處理實體及資訊的五種流程負面指標:中介度、協調度、負荷度、重覆度及遲滯度,我們提出流程改善的14項操作性原則及各項原則的適用時機。本研究曾將所提出之方法應用於二個文獻上的例子(其中一個列於本文附錄),也實地成功運用於一個電訊業公司。另外,本研究也以Borland Delphi工具建立一個企業營運流程改善程序之支援性資訊系統雛形。
Creating customer values has been the major source of business competitive power. Focusing on customers and considering the relationships among their purchasing criteria, business decision factors, and the related business processes, this research has proposed a customer satisfaction-oriented framework for improving business processes. This framework can be used to integrate business strategic and operational levels. The framework requires to decompose the customer processes as well as business internal processes, find out their contact points, and then focus on the critical path in the customer process for improvement. We argue that there are five negative indexes of a business process: the degrees of intervention, coordination, load, repetition, and delay in transmitting and processing physical objects and information. Then, we develop 14 operating principles for improving business process to lower these negative indexes. We also discuss the appropriate situations of applying these principles. This research has applied the framework to improve the processes in two literature cases (one case is listed in the appendix of this paper). In addition, we have implemented the Borland Delphi tool to build an information prototype of assisting business process improvement.
期刊論文
1.Wiseman, C.、Rackoff, N.、Ullrich, W. A.(1985)。Information systems for competitive advantage: Implementation of a planning process。MIS Quarterly: Management Information Systems,9(4),285-294。  new window
2.Teng, James T. C.、Grover, Varun、Fiedler, Kirk D.(1994)。Business process reengineering: charting a strategic path for the information age。California Management Review,36(3),9-31。  new window
3.Talwar, Rohit(1993)。Business re-engineering: A strategy-driven approach。Long Range Planning,26(6),22-40。  new window
4.Guha, Subashish、Kettinger, William J.、Teng, James T. C.(1993)。Business Process Reengineering: Building a Comprehensive Methodology。Information Systems Management,10(3),13-22。  new window
5.Klein, M. M.(1994)。Reengineering Methodologies and Tools: A Prescription for Enhancing Success。Information Systems Management,11(2),30-35。  new window
6.Harrison, D. Brian、Pratt, Maurice D.(1993)。A Methodology for Reengineering Business。Planning Review,March/ April,6-11。  new window
7.Bakos, J. Y.、Treacy, M. E.(198606)。Information Technology and Corporate Strategy: A Research Perspective。MIS Quarterly: Management Information Systems,10(2),107-119。  new window
8.Hammer, Michael(1990)。Reengineering work: Don't automate, obliterate。Harvard Business Review,90(4),104-112。  new window
9.Davenport, Thomas H.、Short, James E.(1990)。The new industrial engineering: Information technology and business process redesign。Sloan Management Review,31(4),11-27。  new window
10.Porter, Michael E.、Millar, Victor E.(1985)。How Information Gives You Competitive Advantage。Harvard Business Review,63(4),149-160。  new window
11.Ives, B.、Learmonth, G. P.(1984)。The Information System as a Competitive Weapon。Communications of the ACM,27(12),1193-1201。  new window
12.Feather, J.(1998)。Using Value Analysis to Target Customer Service Process Improvements。IIE Solution,30(5),32-39。  new window
13.Furey, T. R.(1993)。A Six-step Guide to Process Reengineering。Planning Review,21(2),20-23。  new window
14.Hessenberger, M.、Scheneider, H.、Kuhn, J.(1997)。Continuous Improvement as an Improvement Tool for Logistics。International Journal of Technology Management,14(1),29-38。  new window
15.Kanji, G. K.(1998)。An Innovative Approach to Make ISO 9000 Standards More Effective。Total Quality Management,9(1),67-78。  new window
研究報告
1.Burnstine, D. C.(1980)。BIAIT: An Emerging Management Engineering Discipline。N. Y.。  new window
圖書
1.今井正明(1986)。Kaizen。New York, NY:Random House Business Division。  new window
2.Nemes, L.、Bernus, P.(1996)。Modeling and Methodologies of Enterprise Integration。London, UK:Chapman & Hall。  new window
3.Hammer, Michael、Champy, James(1993)。Reengineering the Corporation: A Manifesto for Business Revolution。London:Nicholas Brealey Publishing Limited。  new window
4.Deming, W. E.(1986)。Out of the crisis, quality, productivity, and competitive position。Cambridge, MA:Cambridge University press。  new window
5.吳思華(1996)。策略九說:策略思考的本質。臺北:麥田出版社。new window  延伸查詢new window
6.林建煌(2003)。策略管理。臺北:智勝文化事業有限公司。  延伸查詢new window
7.衛南陽(1996)。顧客滿意學。臺北:牛頓出版社。  延伸查詢new window
8.Porter, Michael E.(1980)。Competitive Strategy: Techniques for Analyzing Industries and Competitors。Free Press。  new window
9.International Business Machines Corporation(1984)。Business Systems Planning: Information Systems Planning Guide。White Plains, NY:IBM。  new window
10.赤尾洋二(1990)。品質展開法。品質展開法。Japan。  延伸查詢new window
11.長田洋、內田章、長島牧人(1996)。策略方針管理。策略方針管理。Japan。  延伸查詢new window
12.Charles, J.、Petrie, Jr.(1992)。Enterprise Integration Modeling。Enterprise Integration Modeling。London, UK。  new window
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
:::
無相關著作
 
無相關點閱
 
QR Code
QRCODE