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1、企业业务流程重组的一般性方法：阶段任务框架阶段一：构思设想阶段一：构思设想S1S1为企业流程重组的项目立项做准备，为企业流程重组的项目立项做准备，获得高层领导的支持，确定需要改善的企业关键流程。代获得高层领导的支持，确定需要改善的企业关键流程。代表性技术有：研讨会、表性技术有：研讨会、IT/IT/流程分析技术。流程分析技术。阶段二：项目启动阶段二：项目启动S2S2建立流程重组小组；制定项目实施计建立流程重组小组；制定项目实施计划和预算；确定流程重组的绩效目标。代表性技术有：质划和预算；确定流程重组的绩效目标。代表性技术有：质量屋（量屋（QFDQFD）。）。阶段三：分析诊断阶段三：分析诊断S3S
2、3对现有流程建模；分析现有流程中存对现有流程建模；分析现有流程中存在的问题及其根源，确定非增值的活动。代表性技术有：在的问题及其根源，确定非增值的活动。代表性技术有：流程图形建模技术（业务流程图、数据流程图等）；鱼骨流程图形建模技术（业务流程图、数据流程图等）；鱼骨分析。分析。阶段四：流程设计阶段四：流程设计S4S4完成新流程的设计。代表性技术有：完成新流程的设计。代表性技术有：创造性技术（头脑风暴法等）；流程模拟技术；数据建模创造性技术（头脑风暴法等）；流程模拟技术；数据建模技术。技术。阶段五：流程重建阶段五：流程重建S5S5主要运用变化管理技术来确保向新流主要运用变化管理技术来确保向新流程
3、的平稳过渡。需要培训员工、建立信息技术平台和信息程的平稳过渡。需要培训员工、建立信息技术平台和信息系统等。代表性技术有：作用因子分析。系统等。代表性技术有：作用因子分析。阶段六：监测评估阶段六：监测评估S6S6监测和评估新流程的绩效，以确定它监测和评估新流程的绩效，以确定它是否满足预定目标。通常和公司的全面质量管理活动联系是否满足预定目标。通常和公司的全面质量管理活动联系起来。代表性技术有：基于活动的成本分析（起来。代表性技术有：基于活动的成本分析（ABCABC），），ParetoPareto曲线图等。曲线图等。阶段一：构思设想S1阶段二：项目启动S2阶段三：分析诊断S3阶段四：流程设计S4阶
4、段五：流程重建S5阶段六：监测评估S6A general reengineering methodologyA general reengineering methodologySSM(soft systems methodology)SSM(soft systems methodology)SSM provides an interesting way in viewing SSM provides an interesting way in viewing human activity.human activity.It address the essence of a problem i
5、n It address the essence of a problem in considering the“what”aspect of the problem.considering the“what”aspect of the problem.SSM is particularly good for ill-defined or SSM is particularly good for ill-defined or unstructured problems.unstructured problems.It follows a set of guidelines and applie
6、s the It follows a set of guidelines and applies the systems ideas to investigate the problems.systems ideas to investigate the problems.The seven stages of SSMThe seven stages of SSM 1ProblemSituationunstructured 2ProblemSituationexpressed 3 Root definitionof relevant systems 4Conceptual models 6Fe
7、asible/desirablechanges 5Real world/systemsWorld comparison 7Action to improveSystems worldreal worldS1S1Problem situation unstructured:there is an Problem situation unstructured:there is an unstructured problem situation,such as most unstructured problem situation,such as most non-routinized human
8、activities.info collection is non-routinized human activities.info collection is performedperformedS2S2problem situation expressed:the situation problem situation expressed:the situation is then expressed in rich picturesis then expressed in rich picturesS3S3Root definition of relevant systems:the r
9、oot Root definition of relevant systems:the root definition is defined from a particular point of definition is defined from a particular point of view and describes what the system is and what view and describes what the system is and what it aims to achieve.It consists of six elements it aims to a
10、chieve.It consists of six elements based on the CATWOE analysis.based on the CATWOE analysis.The CATWOE analysis for the root definitionS4S4conceptual models:the conceptual model is conceptual models:the conceptual model is constructed for the system based on the root constructed for the system base
11、d on the root definition.this conceptual model depicts the definition.this conceptual model depicts the network of interconnected activities needed for network of interconnected activities needed for the ideal situation as specified in the root the ideal situation as specified in the root definition
12、.definition.S5S5 real world/systems world comparison:the real world/systems world comparison:the expressed real situation is explored and expressed real situation is explored and compared with the ideal conceptual model built compared with the ideal conceptual model built at stage 4.Needed changes a
13、re then identified at stage 4.Needed changes are then identified based on the differences between the real world based on the differences between the real world and the ideal world.Such changes are called and the ideal world.Such changes are called systemically desirable changes.systemically desirab
14、le changes.S6feasible/desirable changes:there is a need to determine whether the changes are feasible to be implemented.It is based on a culture-based stream of analysis in three aspects:intervention,social,and political.The final changes to be implemented are considered to be desirable and feasibleS7Action to improve:the action is taken to implement the changes.