博碩士論文 etd-0725116-153410 詳細資訊


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姓名 宋昕穎(Hsin-Ying Sung) 電子郵件信箱 E-mail 資料不公開
畢業系所 資訊管理學系研究所(Information Management)
畢業學位 碩士(Master) 畢業時期 104學年第2學期
論文名稱(中) 服務藍圖繪製與企業流程圖示轉換之研究
論文名稱(英) The Design and Implementation of A Service Blueprint Tool and its Conversion to BPMN
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    紙本論文:1 年後公開 (2017-08-25 公開)

    電子論文:使用者自訂權限:校內 2 年後、校外 2 年後公開

    論文語文/頁數 英文/59
    統計 本論文已被瀏覽 5356 次,被下載 232 次
    摘要(中) 現今服務流程塑模方法中,服務藍圖(Service Blueprinting)和企業流程圖示(Business Process Modeling Notation, 以下簡稱BPMN)為較常見的兩種方法。服務藍圖是針對服務流程和顧客體驗所進行的塑模和分析方法。BPMN則是由OMG所制定的一種流程塑模方法,其範圍不限定在服務,任何流程皆可以此圖示表達,因此其也常被拿來進行服務流程塑模。
    然而,雖然他們同為流程塑模方法,卻存在著一些差異點,使服務設計人員無法做到將兩者完全的轉換。試想,若能藉由服務藍圖進行初步的流程塑模,並分析可能的接觸點和失敗點,然後轉由BPMN進行更進一步的分析模擬,將可大幅提升流程塑模的績效。因此本研究將開發一個系統,供使用者繪製服務藍圖,並提供將服務藍圖轉換成BPMN的功能,讓使用者能轉成BPMN並進一步利用BPMN工具來進行繪製。
    本研究將會先針對服務藍圖及BPMN的元素進行探討,並定義出本研究系統將採用的服務藍圖元素,以及將服務藍圖轉換成為BPMN的轉換標準,接著著手進行系統開發,並藉由設計科學研究法以及PSSUQ問卷來進行系統評估。經過評估後發現,使用者認為本系統有效地提升了繪製服務藍圖的效率以及轉換成BPMN的效率。
    摘要(英) Service blueprint and Business Process Modeling Notation (BPMN) are two most widely used methods in today’s process modeling techniques. Service blueprint focuses on customer experience and service process, whereas BPMN can be used for the detailed specification of any process, including service process, manufacturing processes and also on.
    However, although they are both process modeling methods, there are some differences so that service designer cannot convert one to the other seamlessly. Imagine that if we use service blueprint to depict the preliminary service process, and indicate the Physical Evidence and Failure Point. Then, we convert it to BPMN for detailed process modelling, even for running the simulation using some BPMN modeling tool. Such a procedure can improve the performance of service process modeling. Thus, in our research, we try to develop a system which allows the service designer to draw service blueprint and convert it to BPMN. We first discuss the elements of service blueprint and BPMN, and define the mapping elements between service blueprint and BPMN. Then, we use the design science methodology to develop a system to draw the service blueprint and convert it to BPMN. Finally, we use the PSSUQ survey to evaluate the system. From our result, it indicates that users think our system can improve the efficiency of drawing service blueprint and converting it to BPMN.
    關鍵字(中)
  • 設計科學研究法
  • BPMN
  • 服務藍圖
  • 流程塑模
  • PSSUQ
  • 關鍵字(英)
  • Design Science Methodology
  • BPMN
  • PSSUQ
  • Service Blueprint
  • Process Modeling
  • 論文目次 論文審定書 i
    論文授權書 ii
    致謝詞 iii
    中文摘要 iv
    Abstract v
    Chapter 1 Introduction 1
    1.1 Background and Motivation 1
    1.2 Research Objectives 2
    1.3 Chapter Layout 2
    Chapter 2 Literature Review 4
    2.1 Service Blueprint 4
    2.2 Business Process Modeling Notation (BPMN) 7
    2.3 Comparison between Service Blueprint and BPMN 11
    Chapter 3 Research Methodology 16
    3.1 Design Science Research Methodology 16
    3.2 Define Our Elements of Service Blueprint 20
    3.3 Converting Service Blueprint to BPMN 22
    3.4 System Development 25
    Chapter 4 System Prototype and its Evaluation 27
    4.1 System Prototype Demonstration 27
    4.2 Experiment and Evaluation Process 35
    4.3 Evaluation of the System 36
    Chapter 5 Conclusions and Future Research 42
    5.1 Conclusions 42
    5.2 Future Research 43
    Reference 44
    Appendix 1. Survey 46
    Appendix 2. Recommendations from Users 48
    參考文獻 1. Stostack, G. L. (1984). Designing services that deliver. Harvard Business Review. Jan-Feb. Pg, 133-139.
    2. OMG, 2011, Business Process Model and Notation (BPMN) version 2.0, http://www.omg.org/spec/BPMN/2.0/PDF/
    3. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). Service blueprinting: a practical technique for service innovation. California management review, 50(3), 66.
    4. Fließ, S., & Kleinaltenkamp, M. (2004). Blueprinting the service company. Journal of Business Research, 57(4), 392-404. http://dx.doi.org/10.1016/S0148-2963(02)00273-4
    5. Chuang, P. T. (2007). Combining service blueprint and FMEA for service design. The Service Industries Journal, 27(2), 91-104.
    6. Kazemzadeh, Y., Milton, S. K., & Johnson, L. W. (2015). Service blueprinting and business process modeling notation (BPMN): a conceptual comparison. Asian Social Science, 11(12), 307.
    7. Milton, S. K., & Johnson, L. W. (2012). Service blueprinting and BPMN: a comparison. Managing Service Quality: An International Journal, 22(6), 606-621.
    8. Hara, T., Arai, T., & Shimomura, Y. (2009). A CAD system for service innovation: integrated representation of function, service activity, and product behaviour. Journal of Engineering Design, 20(4), 367-388.
    9. Hara, T., Arai, T., Shimomura, Y., & Sakao, T. (2009). Service CAD system to integrate product and human activity for total value. CIRP Journal of Manufacturing Science and Technology, 1(4), 262-271.
    10. Peffers, K., Tuunanen, T., Rothenberger, M. A., & Chatterjee, S. (2007). A design science research methodology for information systems research. Journal of management information systems, 24(3), 45-78.
    11. Lewis, J. R. (2002). Psychometric evaluation of the PSSUQ using data from five years of usability studies. International Journal of Human-Computer Interaction, 14(3-4), 463-488.
    12. JGraph Ltd, 2016, mxGraph, https://www.jgraph.com/javascript-graph-visualization-library.html
    13. WfMC, 2012, XML Process Definition Language (XPDL), http://www.xpdl.org/
    口試委員
  • 楊婉秀 - 召集委員
  • 許惠媚 - 委員
  • 黃三益 - 指導教授
  • 口試日期 2016-07-07 繳交日期 2016-08-25

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