應用 ARIS 於半導體封測業之訂單流程改善;none

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题名:	應用 ARIS 於半導體封測業之訂單流程改善;none
作者:	劉美芳;Liu,Mei-Fang
贡献者:	工業管理研究所碩士在職專班
关键词:	半導體;訂單流程管理;客戶服務;企業流程管理;ARIS;KPI(關鍵績效指標);Order Fulfillment Process;Semiconductor;Customer Service;ARIS (Architecture of Integrated Information Sys;KPI(Key Performance Indicator);Business Process Management
日期:	2012-07-17
上传时间:	2012-09-11 19:00:49 (UTC+8)
出版者:	國立中央大學
摘要:	現今企業面對的是比以往競爭更為激烈的產業環境，如何從其中脫穎而出以獲得更多的訂單、創造更大的利潤，更是各企業積極努力的目標。除了低價流血競爭之外，越來越多的企業則選擇了強調服務品質；以服務為導向、創造與眾不同的競爭策略。本研究將透過文獻探討，發展一個由企業策略所產生的 KPI(Key Performance Indicator, 關鍵績效指標)，分兩階段六步驟的新訂單流程導入模式；並以一個半導體封裝龍頭公司導入新流程與策略的案例，以企業流程管理 (Business Process Management，BPM) 為理論基礎，應用企業流程管理最為人熟知的工具之一 – ARIS 來分析與建模。利用 ARIS 強大的流程分析與策略規劃功能來驗證模式中的前四個步驟 (流程分析階段)，經由驗證過程中找到問題的核心與關鍵流程，驗證之結果完全能夠達到當初研究所設定的 KPI。本研究說明了以企業策略為導向的模式，可以協助企業根據策略來設計、改善企業流程，配合資訊系統的改良，這樣才是真正具有競爭力的企業流程。Enterprises face today is more competitive than ever of the industry environment, how to stand out to get more orders, create greater profits, are the efforts of enterprises to actively target. In addition to the competition at low prices, more and more businesses would choose the stress quality of service; service-oriented, creating different competition policy. This thesis will study through scientific literature and develop a KPI from enterprise policy. By examining literature, the study will construct a 2-phase, 6-step implementation model of order fulfillment process that has a KPI developed by corporate strategies; and leading companies in the semiconductor package with a case of importing new processes and policies, and take the BPM (Business Process Management) as a theoretical basis for applying business process management one of the most familiar tool – ARIS to analysis and modeling. Using ARIS powerful process analysis and policy planning functions to verify the first four steps in the model ( process analysis phase ), through the verification process is found in the heart of the problem with key processes, verify the results of the full set of original research can be achieved KPI. This study illustrates the enterprise policy-oriented mode, can assist enterprises in design based on the policy, improve business processes, combined with improved information systems, business processes like these will be genuinely competitive.
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