【正文】 )：Originally developed by Peter Checkland(1981)for structuring unstructured problems and defining user requirements，the technique requires ahigh degree of participation in first painting a detailed or rich picture，of a real world problem．Next，using system thinking，disengaged analysis requires the development of alternative conceptual models of shouldbe processes．Finally，the parison and mtegrauon of these real world and imaginary processes are discussed to discover a new course of action．——S 4A 1 S 4A 3 S 5 A 1● 工作流設(shè)計(jì)(Workflow Design) 業(yè)務(wù)流程是由一系列任務(wù)構(gòu)成的，這些任務(wù)按照指定的順序進(jìn)行，使得來(lái)自不同信息源頭的信息能夠整合，這是工作流概念的考慮思路。這些模型構(gòu)成了結(jié)構(gòu)化信息系統(tǒng)開(kāi)發(fā)的基礎(chǔ)?！猄 4A 4 (ISSAD)：A technique involving the development of simplified trial versions of an information system to be presented to users for the purpose of fine tuning their information requirements．——S 4A 4● (聯(lián)合應(yīng)用開(kāi)發(fā)／快速應(yīng)用開(kāi)發(fā)技術(shù))Joint Application Developlnent／Rapid Application Development JAD需要對(duì)使用者正式分派任務(wù)，使其成為開(kāi)發(fā)小組。例如共同進(jìn)行決策、 自行管理團(tuán)隊(duì)等。最后，通過(guò)對(duì)實(shí)際世界和想象 流程的比較和整合，發(fā)現(xiàn)新的解決流程。崗位設(shè) 計(jì)所產(chǎn)生的新機(jī)會(huì)(如授權(quán)員工參與更多的決策)作)，與流程重組有著密切關(guān)系。對(duì)于業(yè)務(wù)流 程，執(zhí)行時(shí)的承諾是客戶(hù)與供應(yīng)商進(jìn)行交流的基礎(chǔ)。S 2A 4 S 3 A 1 S 6 A 1 Custonler Requirements)，Measurement)：A technique for collecting standardized responses from a group. A survey instrument should be constructed to elicit unbiased responses．——S 2 A 4 S 3 A 1 S 6 A 1● 焦點(diǎn)討論小組(Focus Group) 小組由業(yè)務(wù)流程所涉及的顧客組成，進(jìn)行目標(biāo)和實(shí)際流程績(jī)效信息的匯總。 (Measurement)：This technique is based on the theory that white collar workers perform activities which have different intrinsic Value to the organization．The approach focuses on how IT and process improvement canbe used to increase efficiency and effectiveness of white collar workers，by allowing them to perform higher value Work more frequently. (Kanevsky amp?！猄1A2 S 4A1 (Creative Thinking)：This technique seeks to eliminate the bandwagon effect of majority opinion in group meetings byissuinga sequence of questionnaires to apanel of experts to successively refine their opinions and finally reach a consensus (Couger et., 1993)． ——S 1 A 2 S 4A 1●提案組技術(shù)(Nominal Group Technique) 采用討論和投票的方式，通過(guò)員工個(gè)人匿名提供觀(guān)點(diǎn)，達(dá)到組織一致目標(biāo)的結(jié)構(gòu)化方法。對(duì)這些信息的動(dòng)態(tài)維護(hù)與分析對(duì)于人力資源的成功管理是非常重要的。 (Org. Analysis)：A systematic process for collecting task data，behavioral data，andability data in analyzing the nature of a specific job．——S 3A1 S 4A 3● 角色扮演(Role Playing) 一種通過(guò)在模擬的業(yè)務(wù)流程中指定員工扮演特定角色，從而了解流程中人的作用的方法。 (Capture amp。 關(guān)系矩陣：關(guān)系矩陣位于品質(zhì)屋的中間，把顧客需求和產(chǎn)品的特性聯(lián)系起來(lái)。這些屬性可能很多，因而需要把它們按照設(shè)計(jì)小組能認(rèn)同或用正規(guī)的非參數(shù)統(tǒng)計(jì)技術(shù)(如聚類(lèi)分析)組合起來(lái)。該思想是對(duì)流程設(shè)計(jì)者的挑戰(zhàn)，它要求流程設(shè)計(jì)者建立流程的“延伸”目標(biāo)，并在現(xiàn)有操作方式的基礎(chǔ)上，對(duì)基本的假設(shè)進(jìn)行重新檢驗(yàn)。 魚(yú)骨圖方框圈住的部分為特征、故障對(duì)象或分析對(duì)象，置于圖中脊骨粗箭頭之右。Graphically represents the causal relationships which are perceived by the decision makers to exist among the elements of a given environment.重要的交付技術(shù)包括應(yīng)用生成程序、前端開(kāi)發(fā)過(guò)程面向圖形的自動(dòng)化、配置和管理系統(tǒng)以及壽命周期分析工具。(Business Planning)：Analyzes the capabilities of petitors and the pany39。 (Mitroff, et. al., 1979)。 Model，Prototype amp。 IDEFlX是用來(lái)對(duì)傳統(tǒng)關(guān)系數(shù)據(jù)庫(kù)進(jìn)行設(shè)計(jì)的一種IDEF工具。 IDEFl3：三模式映射設(shè)計(jì)(three schenla mapping design) IDEF6：設(shè)計(jì)原理獲取(design rationale capture) 在腦力激蕩中應(yīng)注意以下幾點(diǎn)： (1)盡可能使每個(gè)人把個(gè)種方案講出來(lái)，不管這個(gè)方案聽(tīng)起來(lái)多么可笑或不切實(shí)際； (2)要求每個(gè)人對(duì)自己講出來(lái)的方案簡(jiǎn)單說(shuō)明一下； (3)鼓勵(lì)由他人的方案引出新的方案； (4)把全過(guò)程都錄音； (5)把每一種方案寫(xiě)在白板上，使每個(gè)人都能看見(jiàn)，以利于激發(fā)出新的方案。 ( stand in the future) 建立以企業(yè)戰(zhàn)略方針為導(dǎo)向的愿景、● 頭腦風(fēng)暴法 頭腦風(fēng)暴法(Brainstorming)，從20世紀(jì)到50年代開(kāi)始流行。結(jié)構(gòu)化會(huì)談技術(shù)基于活動(dòng)的成本分析角色扮演法工作流設(shè)計(jì)階段5過(guò)程實(shí)施重組組織結(jié)構(gòu)及其運(yùn)行機(jī)制軟件再工程崗位設(shè)計(jì)過(guò)程流圖設(shè)計(jì)人力資源提案組技術(shù)前提假設(shè)暴露法計(jì)算機(jī)輔助軟件工程IDEFO，3員工小組態(tài)度觀(guān)念評(píng)估，作用活動(dòng)圖分析現(xiàn)有過(guò)程計(jì)算機(jī)輔助軟件工程設(shè)立標(biāo)桿法團(tuán)隊(duì)建立技術(shù)制定項(xiàng)目實(shí)施計(jì)劃層次分析法Delphi技術(shù)說(shuō)服技巧發(fā)現(xiàn)業(yè)務(wù)流程重組的機(jī)會(huì)愿景關(guān)鍵成功因子法資訊技術(shù)分析選擇過(guò)程快速全員參與變化法成立重組小組結(jié)構(gòu)化會(huì)談技術(shù)設(shè)置業(yè)務(wù)流程重組績(jī)效目標(biāo)過(guò)程流圖結(jié)構(gòu)化會(huì)談技術(shù)品質(zhì)功能部署因果圖聯(lián)姻圖愿景，工作流設(shè)計(jì)模擬語(yǔ)言交互建模資訊工程信息系統(tǒng)流程技術(shù)基于團(tuán)隊(duì)的組織設(shè)計(jì)轉(zhuǎn)變技術(shù)階段6持續(xù)發(fā)展評(píng)估過(guò)程的績(jī)效價(jià)值分析 (Build profound knowledge) 站在未來(lái)，以未來(lái)為起點(diǎn)，反觀(guān)現(xiàn)在，突破原本的思維模式，進(jìn)行逆向思維。 召集人宣布會(huì)議開(kāi)始 召集人在會(huì)議開(kāi)始時(shí)要清目的、擬解決的問(wèn)題、會(huì)議規(guī)則(如相互之間不評(píng)論等等)；再讓每個(gè)人考慮10分鐘。IDEFO：功能模型(function modeling)，建立模型來(lái)描述一個(gè)系統(tǒng)的功能活動(dòng)及其聯(lián)系。IDEF5：本體論描述獲取(ontology description capture) IDEFl2：組織設(shè)計(jì)(organization design) 組織建模(organization modeling) IDEF 1，1X，4，5 IDEFl是一種使用實(shí)體關(guān)系圖表法的數(shù)據(jù)建模模型。 (Capture amp。(Creative Thinking)：Sorts ideas generated from brainstorming into groups． Diarams relationships within and between groupings．——S 4 A 1● 前提假設(shè)暴露法(Assumption Surfacing) 這種技術(shù)著眼于戰(zhàn)略問(wèn)題的解決，它將問(wèn)題看做是某種政策下的假設(shè)，而不是直接 去分析某一個(gè)政策。 During BPR project planning，a budget for financial and human resources for the pr叫eot can be prepared using standard budgeting techniques．——S 2A 3● 競(jìng)爭(zhēng)分析(Competitive Analysis) 對(duì)競(jìng)爭(zhēng)對(duì)手的實(shí)力、本公司的優(yōu)勢(shì)和劣勢(shì)進(jìn)行分析， 從而制定公司的競(jìng)爭(zhēng)策略。CASE工具和技術(shù)可提高系統(tǒng)分析和程序員生產(chǎn)率。Analysis，ChangeMgt.)：Experts pile a list of behaviors that represent effectivetive or ineffective performance on the job. The list is then sorted into cagegories based different degrees of critical importance to performance．● 因果圖(CognitiveMapping) 利用圖表表示因果關(guān)系，決策的制定者可以通過(guò)給定環(huán)境中的各種因素感覺(jué)到這種因果關(guān)系。它通過(guò)“脊骨”及其兩側(cè)的“大、中、小”骨，層層展示了失效、故障的因果關(guān)系。 (Prob．Solving)：Based on the Pareto principle that a few causes often account for most of the effect. The diagram graphically represents problem causes which are ranked in descending order of destructiveness and indicates which causes should be targeted．——S 3 A 2 S 6 A1● 黑箱思考(Outof Box Thinking) 由Michacl Hammer倡導(dǎo)的創(chuàng)造性技術(shù)，他提倡將業(yè)務(wù)運(yùn)營(yíng)規(guī)范從頭開(kāi)始進(jìn)行再思考。這部分用顧客的屬于列出對(duì)顧客重要的屬性。這些特征也象顧客的需求一樣進(jìn)行合并，所不同的是產(chǎn)品特性的術(shù)語(yǔ)更多反映的是工程上的特性?！? 資訊控制網(wǎng)(Information Control) 一種用于分析同力、公程序相關(guān)的通信模式及控制結(jié)構(gòu)的圖形工具。 A class of (rather than a specific) techniques for chieving overall success in quality management，including techniques such as Quality Function Deployment，Statistical Quality Control and Fishbone Analysis．——S6A2● 崗位分析(Job Analysis) 通過(guò)收集任務(wù)數(shù)據(jù)、行為數(shù)據(jù)、能力數(shù)據(jù)對(duì)特定的崗位特點(diǎn)進(jìn)行分析的系統(tǒng)流程。(Business Plan., Change，Mgt.)：Search conferences bring all stakeholders into the sameroom to panicipate in a process of dehning both the need for change and how changcs should be achieved．All levels and functions related to aprocess are typical