【正文】 C3 C4 C5 C6 Total P1 E D 2 P2 E D D 4 企 P3 E D D D 5 業(yè) P4 E 2 流 程 P5 D 1 P6 E D E E 7 P7 D E E D 6 P8 D E E 5標準會因企業(yè)的不同而有所不同，一種做法是令正為2，D為1，每一行的總值反映了該流程相對于CSF6勺重要程度，以行總值的大小對流程進行排隊，總值大的優(yōu)先程度高，再同時考慮成本、風險等因素，最終就可以得到應該進行再造的流程的先后次序 正=基本流程(2點)；D=值得做流程(1點) (Business Planning)：The matrix relates a set of candidate processes for BPR to the firms39。(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 typically represented including customers，shareholders and suppliers．(Pasmore，1994)．——S 1 A 1 S 2A1●技能儲備分析(Skills Inventory Analysis)技能儲備用來跟蹤職員的工作資歷、教育程度和工作經(jīng)驗。 (Org. Analysis)：A skills inventory keeps track of an employee39。 (Prototype amp。特殊的說月良技術包括“先拒絕后讓步”、 “承諾與連貫性原則”、 “社會考驗”、 “愛好”、 “偽裝稀缺性”等方法?！猄1A 2 (Business Planning)：Atop—down，prehensive IS planning methodology developed by IBM (1984)．It centers around data and business processes and seeks to build a stable data architecture for thebusiness．——S 1 A 2●Delphi技術(Delphi Technique)群體會議上容易產(chǎn)生的被主流意見所引導，而不能冷靜認識問題的現(xiàn)象，為了消除這個現(xiàn)象，通過向 小組中專家發(fā)放調查表的形式來達到意見的最終統(tǒng)一。 (Creative Thinking)：A structured process for reaching group consensus through anonynlous idea generation by individual group members，followed by discussion and voting (Couger et al.,1993)．——S 1 A 2 S 4 A 1●價值鏈分析(ValueChain Analysis) Porter和Millar(1985)提出，價值鏈分析即對每個活動進行分析，考慮是否是增值活動(客戶愿意付錢的活動)?！猄 1 A 2(Business Planning)：Asproposed by Porter amp。s activities in terms of value，(the extentto which buyers are willing to pay for a product or service)．There are nine genericcategories of a pany39。這種方法著眼點在于： 如何通過讓白領階層經(jīng)常從事高價值工作，并利用IT技術和流程改進技術來提高員工的工作效率。 Housel，1995)——S 3 A 2 S 6 A 1基于Davenport和Short(1990)的工作形成的方法，這種技術用于將汀能力同特定的流程再造需求進行匹西己。這些子目標為在多種決策中進行全面評分選擇提供了基礎。隨著理解的改變，人的反應和行為也要發(fā)生相應的改變 A technique for gaining acceptance of new ideas by attempting to change the way a person internally frames andunderstands events in order to change the meaning. When the meaning change，the person39。測量工具應該能夠產(chǎn)生比較客觀的答案。(了解顧客的需求) (Custonler Requirements)：Consists of customers of a businesses process and is formed to collect information on expected and actual process performance．一一S 2A 4 S 6A 1●結構化會談技術(Structured Interview) 這種會談技巧被用于提問人的問題和題目順序已經(jīng)預先準備好的情況中。 ——S 2 A 4 S 3 A 1 S 6 A 1 (Customer Requirements，Prob．Solving)：This interview technique is used when an interviewer39。動作研究用來分析員工在從事特定工作的時候肢體的不同動作，從而消除無效的運動，以達到增加運動速度的目的。 不同于將協(xié)同看作是任務或任務之間的信息流，協(xié)同通過人們的語言行為來得以定義。語言動作的例子有需求、提議、協(xié)定、撤銷、 拒絕提議、報告完成等。 Model)：A technique developedbyT．Winograd and (1986) tomodel organizational workfiow using the metaphor of speechaction．Instead of viewing coordination as tasks or information flows between tasks，coordination is defined by the language acts through which people coordinate。 ()：Uses psychometric instruments to measure job satisfaction， orgainization coremitment，and employee opinions in connection to newly designed jobs for the reengineered process．—S3A1 S4A2 S6A1● 作用活動圖(Role Activity Diagramming) 一種通過簡單易懂的圖表符號表現(xiàn)角色、動作、事件、狀態(tài)、情景、決定、平行關系等概念的方法。 Model)：The technique represents the concepts of role，action，interaction, event，state，case，decision and parxuelism in easytounderstand diagrammatic notations. (Spurr et al., 1994)——S 3A1 S 4A1 ●崗位設計(Job Design) 通過整合每個崗位的工作內容、條件、獎勵機制從而達到員工、技術、流程有效結合的技術。(Org. Analysis)：A technique to integrate work content，ualifications and rewards foreach job in a way that achieves an effective fit between people，technology and process．New opportunities for job design such as empowering employees with more decision making responsibilities are typically associated with process reengineering. ——S 4A 1 S 4A 3●社會技術系統(tǒng)設計(SocioTech System Design) 這種技術強調參與、學習、授權的人文主義原則，將組織看成是由掌握工具、技術和知識的人(社會系統(tǒng))所構成的系統(tǒng)，提供產(chǎn)品和月良務。比較典型的運用這種方法的設計技術是Mumford(1994)建立的“9步道德規(guī)范法”。 Model，Change Mgt., Org. Analysis)：Emphasizing the humanistic principles of participation，learning and empowerment，this technique views an organization as made up of people(the social system) using tools，techniques and knowledge (the technical system) to producegoods or services．The two systems must be effectively fit to one another to achieve optimal functioning (Pava，1983)．A typical design technique using this approach is the 9step ETHICS method developed by Mumford (1994)．——S 4A1 5 4A 3 S 5 A 1●軟系統(tǒng)法(Soft System Method) 該方法最初由Peter Checkland(1981)開發(fā)，用來解決非結構化問題的結構化以及定義客戶的需求。隨后，利用系統(tǒng)的思想，需要建立“應有的”流程可選擇概念模型，以進行自由分析。 (Capture amp。有三種典型的工作流：基于事件的、日常的、特別的?！猄 4A1S 4A 4 (Capture amp。基于團隊管理的技術依靠多種技術的共同運用來提高團隊績效。 ——S 4A 3 S 5 A 1 (Org．Analysis)：This is based on the premise that a sense of work acplishment is derived from group nfitment which is developed by member interdependence based on a mon organizational purpose that leads to trust and respect．Techniques forteambased management refer broadly to a wide variety of techniques that enhance team performance．Examples include participatory decision making，self—managed teams，etc． ——S 4A 3 S 5 A 1●信息工程(Information Engineering) 由James Martin(1990)提出的系統(tǒng)化集成的業(yè)務模型，用于建構組織信息系統(tǒng)的穩(wěn)定架構?！猄 4A 4 (IS SAD)：Developed by James Martin(1990) to systematically integrate business models in developinga stable architectural foundation for an organization39。通過運用DBMS和CASE可以使新系統(tǒng)快速建立。(IS SAD)：Attempts to specify the logical and physical structures of a database in terms of entities，attributes， relationships，access paths，etc．——S 4A 4●信息系統(tǒng)原型法(IS Prototyping) 這種方法通過開發(fā)一個簡單版本的信息系統(tǒng)，使用戶能夠達到調整他們信息需