企業流程再造中的知識轉移是一項複雜的活動，本個案研究選擇由兩家知名顧問公司協助進行企業流程再造的A公司做為個案公司，探索何種因素會影響知識轉移的效能。本研究採用個案研究法並運用知識轉移五階段理論來了解A公司在落實企業流程再造時做了哪些活動、顧問公司在這些活動中如何與A公司互動來轉移這些知識、在每個企業流程再造的階段轉移了什麼知識。最後本研究歸納出三個可能影響企業流程再造知識轉移的因素，即知識呈現、互動和顧問服務。本研究也發現在兩個不同的企業流程再造階段會轉移出兩種不同類型的知識。本研究之研究成果可提供企業進行企業流程再造時自我檢視之借鏡。

Knowledge transfer is a complex exercise in the business process reengineering (BPR) context. To explore what affects the effectiveness of knowledge transfer, the A-company was chosen for this study which had undergone the BPR implementation with the help of two well-known consultant firms. We adopted five-phase knowledge transfer method and followed the case study method to investigate what activities were performed when the A-company implemented BPR, how consultants interacted with the A-company in these activities in order to transferring knowledge, and what knowledge was transferred during each BPR step. Finally we induct three factors that may affect the effectiveness of knowledge transfer among the stakeholders, i.e., knowledge representation, interaction, and consulting service. We also identify two types of knowledge may be transferred during each BPR step. These findings provide insight for organizations when they implement BPR.

論文審定書 I
誌　謝 II
中文摘要 III
英文摘要 IV
目　錄 V
圖　次 VI
表　次 VIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與範圍 3
第二章 文獻探討 4
第一節 知識 4
第二節 知識轉移 6
第三節 企業流程再造 9
第四節 個案背景 21
第三章 研究方法 24
第一節 個案研究法 24
第二節 研究流程 25
第四章 個案分析 31
第一節 檢視與規劃階段 32
第二節 分析與設計階段 58
第五章 結論 71
第一節 研究結果 71
第二節 研究貢獻 77
第三節 未來研究方向及建議 79
參考文獻 80
中文參考文獻 80
英文參考文獻 81

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