【正文】 Mgr.)：These include widely used techniques such as PERT，CPM and Gannt Charting for scheduling，controlling and managing a 2A 3● 魚骨分析(Fishbone Analysis) 魚骨分析是分析診斷階段常用的代表性技術(shù)。● 作用因子分析(Force Field Analysis) 該方法用于識別推動或阻撓流程執(zhí)行的作用力，通過圖示的方法使分析更簡便易行。 (Customer Requirements)：A method for reliably translating customer requlrenlents into actual product specifications．The technique is centered around an analysis tool called House of Quality. A sequence of such housescan be applied to translate customer reqmrements into process performance measures(Akao，1990)．——S 2A 4S 3A 2S 6A 1 QFD本來是用于新產(chǎn)品開發(fā)過程中，通過“品質(zhì)屋”將顧客需求轉(zhuǎn)化為可度量的，可操作的及有改進(jìn)潛力的相應(yīng)的產(chǎn)品工程特征。數(shù)目越大表示性能越好。 技術(shù)評價與目標(biāo)值：品質(zhì)屋的底部描述的是對決定設(shè)計目標(biāo)值很重要的一些因素，如成本、難度、和重要性等。 (Capture amp。矩陣中，行表示流程，列表示成功關(guān)鍵因子CSF。 Sim.)：Simulation of the dynamic behaviors of a process with mathematicallogical models can facilitate the design of new processes．——S 4 A 1 S 4 A2●說服技術(shù)(Persuasion technique) 基于組織行為學(xué)的“詳盡可能性模型”以及“適度……連貫……效力模型”？？， 這些技術(shù)結(jié)合擴(kuò)展影響力的策略，在人公開或私下抵制BPR執(zhí)行的情況下進(jìn)行。 Millar (1985)，this technique involves a systematic evaluation of the flow of a pany39。——SlA4 (Bus．Planning)：A technique for organizing the goal for a decision into a hierarchy of subgoals(Saaty，1980)，and a systematic procedure for making tradeoffs among these subgoals，which will provide the basis for determining the overall scores for various decision alternatives．——SlA4● 意義重釋法(Reframing) 一種通過改變一個人內(nèi)在的形態(tài)、理解事情的方式從而達(dá)到對問題理解的改變，以便能夠更好地接受新思想。s questions and their sequence are preparedin advance，typically on a form． 一一S 2A 4 S 3A 1 S 6 A 1● 時間動作分析(Time Motion Study) 該技術(shù)需要建立一種已被通過的時間標(biāo)準(zhǔn)，在已給定的計量方法指導(dǎo)下，考慮可能出現(xiàn)的疲勞以及不可避免的因素，模擬特定工作內(nèi)容的特定任務(wù)。For business processes，implementation conlmitments are the basis for munications in stomersupplier relationships． Examples Ofspeech—acts includerequest，offer，agreement，withdraw，counteroger，report Completion，etc．——S 3A 1 S 4A 3 S 4A 1 S 4A 4● 員工小組態(tài)度觀念評估(Employee and Team Attitude Opinion Assessment) 通過心理測試工具對工作滿意度、組織約束程度、員工對于流程重組后的新設(shè)計的工作的態(tài)度進(jìn)行評 估。 (Capture amp。工作流設(shè)計的目標(biāo)就是理／頂人、流程、信息、任務(wù)、管理之間的關(guān)系。s information systems． These models for the basis for structured information systems development．——S 4A4● 軟件再工程(Software Reengineering) 在原有流程邏輯和數(shù)據(jù)結(jié)構(gòu)的基礎(chǔ)上進(jìn)行再造，保留舊有系統(tǒng)的可繼承部分的一種技術(shù)。S 4A 4 (IS SAD)：A technique for salvaging old legacy systems through reverse engineering to recover processing logic and data structure in exisdng systems．This is followed by forward engineering where new，systems can be quickly generated with DBMS and CASE tools．——S 4 A 4●數(shù)據(jù)庫設(shè)計(Database Design) 在實(shí)體、屬性、關(guān)系、存取方式等方面詳細(xì)說明數(shù)據(jù)庫的邏輯和物理結(jié)構(gòu)的方法。 Model，ISSAD)：The notion of workfiow is rooted in the idea that business processes are sets of tasks done in prescribed order that incorporate information from various sources．There are three types of worknows：casebased，general，and ad hoc． The goal of workfiow design is to make the relationships between people，procedures， information，tasks，and management explicit．——S 4A 1 S 4A 4● 基于團(tuán)隊的組織設(shè)計(Tearnbased Organizational Design) 這種方法基于特定的假設(shè)％作的完成依賴于一組人員的整體協(xié)作，協(xié)作的效果來自于人們是否有共同的目標(biāo)，是否這種共同的目標(biāo)促使人彳門相互信任和相互尊重。這通過種技術(shù)在最初對現(xiàn)實(shí)情況進(jìn)行細(xì)詳盡描述和細(xì)節(jié)說明時，需要用戶高度的參與。 (capture amp。——S 3A1S 3A 2S 6 A 1 (Measurement)：A technique of establishing an allowed time standard to perform a given task based upon measurement of work content of the prescribed method，with due allowance for fatigue and unavoidable delays．Motion study is used to analyze the various body motions employed in doing a job for the purpose of eliminating ineffective movements and speeding effective movements．——S 3 A 1 S 3 A 2S 6A 1●語言交互建模(Speech Interaction Modeling) 由?。甒inograd和F．Flores(1986)建立的一門利用語言動作的暗示，建構(gòu)組織工作流程的方法。s responses and behaviors also change (Watzlavick， Weakland and Fisch，1974)．——S 2A1 S 5A1● 團(tuán)隊建立技術(shù)(TeamBuildingTechniques) 包括四個典型層次——組織期(排除最初的交流障礙)，震蕩期(解決暗藏的關(guān)系造成的動蕩)，規(guī)范期(產(chǎn)生信任、一致性、 自由反饋)和執(zhí)行期(團(tuán)隊成員誠實(shí)、具有創(chuàng)造性、可依賴、互相支持) ——S 2 A 2 S 5 A 1 (Org. Analysis)：These techniques involve four typical stages：forming (remove initial conmmnication inhibition)，torming(resolving turbulence related to hidd agenda)， norming (develop trust，onsensus，free flow of feedback) and performing (membcrs now are honest，creative，reliable，andsupportive of each other)．——S 2A 2S 5Al●調(diào)查(Survey) 一種用來收集組織標(biāo)準(zhǔn)回答的技術(shù)。s value activities．These can be classified as primary activities (inbound logistrics，operation，marketing，etc.) and support activities (human resource，technology management，etc.).——S 1A 2●價值分析(Value Analysis) 有一種理論認(rèn)為，不同的白領(lǐng)工作者所做的工作會給整個組織帶來不同的價值。 (Change Mgr.)：Based on the elaboration likelihood model，and appropriatenessconsistencyeffectiveness modelfrom organizational behavior，these techniques articulate strategies of influence which canbe usedin situations where individuals publicly or privately resist BPR implementation．Specific persuasion techniques include rectionthenretreat, the mitment and consistency rule, social proof, liking, and artificial scarcity，(Melone，1995)．——S 1 A 1 S 2 A 1 S 5 A1●企業(yè)系統(tǒng)規(guī)劃(Business Systems Planning) 一種由IBM提出的組織嚴(yán)密、全面廣泛的信息系統(tǒng)計劃方法論，它圍繞數(shù)據(jù)流和業(yè)務(wù)流，力求為企業(yè)建立一種穩(wěn)定的數(shù)據(jù)結(jié)構(gòu)。 critical success．A cell is marked with (the process is essential to the CSF) or D (the process is desirable) (Kettinger，Teng and Guha，1996).一一S 1 A 4● 研討會(Search Confcrence) 研討會將所有的相關(guān)人員(持股者)集中在一起，參與討論流程改變的必要性以及進(jìn)行流程改變的方 法許多流程相關(guān)的層次和功能如客戶、合伙人、供應(yīng)商等都被相應(yīng)的進(jìn)行描述。 (Prob．Solving，Measurement)：This technique involves the application of statistical sal21plmg theory in order to derect malfunctions and defects faster than is possible with final inspection．——S 3 A 2 S 6 A 1● 全面品質(zhì)管理(TotalQual讓yManagementPrOgram) 為了實(shí)現(xiàn)質(zhì)量管理的目的而采用的一系列技術(shù)，包括質(zhì)量功能展開、統(tǒng)計質(zhì)量控制和魚骨圖。 品質(zhì)功能部署這種方法是將顧客需求和流程特性充分聯(lián)系的一種方法。 產(chǎn)品特性：在產(chǎn)品設(shè)計時，用工程的語言表達(dá)產(chǎn)品特性，位于品質(zhì)屋的上層。 品質(zhì)屋的結(jié)構(gòu)：l、客戶需求：顧客需求驅(qū)動整個QFD過程。該圖按照破壞性的遞減順序表示造成問題的原因，同時揭示了何種原因需要關(guān)注。 (Prob．