面向客户服务的业务流程管理中的建模与优化研究
|
摘要
鉴于BPM管理方法和信息技术的迅速发展及其在实际中的广泛应用,BPM的理论和研究正成为管理科学中的一个热点研究问题。本论文在研究了大量国内外相关文献基础上,以BPM在省级电信企业的应用为研究背景,对BPM的发展、面向客户服务的整合BPM、流程建模、流程优化、管理机制及BPM应用系统等专题进行了较为深入的探讨。主要研究内容包括:
1、明确了业务流程的客户服务性和资源载体性,阐述了流程时效性与客户服务的关系。借鉴平衡记分卡BSC、客户服务管理、业务流程管理、ITLE等理论,整合“客户、战略目标、产品服务、业务流程、项目、绩效、资源、信息技术”等要素,提出了面向客户服务和生命周期管理的COSPRI整合BPM模型。将业务流程生命周期管理定义为策略、设计、部署、执行、监控、优化和退出七个环节。基于COSPRI模型,提出了一种战略目标实施支撑度的评估算法。
2、提出了基于客户服务和多维对象关联的业务流程建模方法;总结了流程建模基础管理中的三统三分原则,即统一体系框架、统一建模标准、统一IT支撑、分层管理、分类管理、分区管理;提出支持业务流程标准化和柔性化的Y2SOA模型,通过流程客户服务和IT功能服务两个层面的标准化建设和个性化组合,提高业务敏捷性。
3、提出了业务流程知识服务概念和知识服务框架,总结了业务流程的知识库模型。对面向多用户的流程发布和查阅服务、流程专业管理文件的编制服务、流程与IT应用的关联分析服务进行了应用探讨。
4、从客户服务的角度出发,总结了基于ODS的流程分析挖掘与优化过程模型,提出了基于COSPRI模型和流程分析的流程绩效优化方法,以及基于流程挖掘的流程服务创新方法,并进行了应用探讨。
5、提出了业务流程管理成熟度六级模型和业务流程管理四种策略,给出了业务流程管理的组织架构和岗位角色建议,以保障流程管理持续有效地推进。
6、结合省级电信企业的BPM应用项目实施,对上述理论进行了实证研究,以验证理论的正确性,并取得良好效果。
With the rapid development and the wide application of the BPM and information technologies, the theories of the BPM and its application research have become hot problems in the field of management science. Based on a large number of research references and the background of provincial telecom enterprise application of the BPM, the development of the BPM, the conforming BPM for customer service, the process modeling, the process optimizing, the management mechanism, and various BPM application systems were deeply researched. The main contents of this thesis are as follows.
1. The business process attributes of customer service relativity and resource carrier relativity were defined. And the relationship between business process time-effect and customer-service was explained. By using theories of BSC, CRM, BPM, and ITLE, we analyzed multiple factors such as customer, strategy, service, business process, project, performance, resource, information technology, etc. The COSPRI model was constructed oriented customer-service, life-cycle management and the conforming BPM. The business process life-cycle included seven processes such as strategy, design, disposition, execution, controlling, optimization, and termination. Based on the COSPRI model, an evaluation algorithm of supporting degree on realizing strategy objectives was presented.
2. A business process modeling method was put forward, which was based on customer-service and multi-dimensional objects associated. The three-unification and three-separation principle for process modeling basic management was reviewed, including uniform process system frame, uniform modeling standard, uniform IT supporting, hierarchizing management, grouping management and zoning management. The Y2SOA model which supported the standard and flexible business process was established. It could increase the business agility though combining the process customer service and IT system application service.
3. The business process knowledge service concept and service framework were presented. A business process knowledge warehouse was defined. And Several Service applications were discussed, such as the process issuing and querying service for various users, process management file compiling service, and associated resource analysis service with process and IT system.
4. From the view of customer service, the process model of process analysis, mining and optimizing based on ODS was formulated. The process performance optimizing method based on COSPRI model was put forward, and the process service innovating method based on process mining was advanced as well. The applications of the two methods were conducted.
5. The six-level BPM maturity model and four policies of the BPM were presented. To maintain the BPM durative progress, the proposals of organization and position roles for the BPM are put forward.
6. The application project of the BPM in provincial telecom enterprise was carried out, and the proposed models and methods were verified. Good practical effects were obtained.
1、明确了业务流程的客户服务性和资源载体性,阐述了流程时效性与客户服务的关系。借鉴平衡记分卡BSC、客户服务管理、业务流程管理、ITLE等理论,整合“客户、战略目标、产品服务、业务流程、项目、绩效、资源、信息技术”等要素,提出了面向客户服务和生命周期管理的COSPRI整合BPM模型。将业务流程生命周期管理定义为策略、设计、部署、执行、监控、优化和退出七个环节。基于COSPRI模型,提出了一种战略目标实施支撑度的评估算法。
2、提出了基于客户服务和多维对象关联的业务流程建模方法;总结了流程建模基础管理中的三统三分原则,即统一体系框架、统一建模标准、统一IT支撑、分层管理、分类管理、分区管理;提出支持业务流程标准化和柔性化的Y2SOA模型,通过流程客户服务和IT功能服务两个层面的标准化建设和个性化组合,提高业务敏捷性。
3、提出了业务流程知识服务概念和知识服务框架,总结了业务流程的知识库模型。对面向多用户的流程发布和查阅服务、流程专业管理文件的编制服务、流程与IT应用的关联分析服务进行了应用探讨。
4、从客户服务的角度出发,总结了基于ODS的流程分析挖掘与优化过程模型,提出了基于COSPRI模型和流程分析的流程绩效优化方法,以及基于流程挖掘的流程服务创新方法,并进行了应用探讨。
5、提出了业务流程管理成熟度六级模型和业务流程管理四种策略,给出了业务流程管理的组织架构和岗位角色建议,以保障流程管理持续有效地推进。
6、结合省级电信企业的BPM应用项目实施,对上述理论进行了实证研究,以验证理论的正确性,并取得良好效果。
With the rapid development and the wide application of the BPM and information technologies, the theories of the BPM and its application research have become hot problems in the field of management science. Based on a large number of research references and the background of provincial telecom enterprise application of the BPM, the development of the BPM, the conforming BPM for customer service, the process modeling, the process optimizing, the management mechanism, and various BPM application systems were deeply researched. The main contents of this thesis are as follows.
1. The business process attributes of customer service relativity and resource carrier relativity were defined. And the relationship between business process time-effect and customer-service was explained. By using theories of BSC, CRM, BPM, and ITLE, we analyzed multiple factors such as customer, strategy, service, business process, project, performance, resource, information technology, etc. The COSPRI model was constructed oriented customer-service, life-cycle management and the conforming BPM. The business process life-cycle included seven processes such as strategy, design, disposition, execution, controlling, optimization, and termination. Based on the COSPRI model, an evaluation algorithm of supporting degree on realizing strategy objectives was presented.
2. A business process modeling method was put forward, which was based on customer-service and multi-dimensional objects associated. The three-unification and three-separation principle for process modeling basic management was reviewed, including uniform process system frame, uniform modeling standard, uniform IT supporting, hierarchizing management, grouping management and zoning management. The Y2SOA model which supported the standard and flexible business process was established. It could increase the business agility though combining the process customer service and IT system application service.
3. The business process knowledge service concept and service framework were presented. A business process knowledge warehouse was defined. And Several Service applications were discussed, such as the process issuing and querying service for various users, process management file compiling service, and associated resource analysis service with process and IT system.
4. From the view of customer service, the process model of process analysis, mining and optimizing based on ODS was formulated. The process performance optimizing method based on COSPRI model was put forward, and the process service innovating method based on process mining was advanced as well. The applications of the two methods were conducted.
5. The six-level BPM maturity model and four policies of the BPM were presented. To maintain the BPM durative progress, the proposals of organization and position roles for the BPM are put forward.
6. The application project of the BPM in provincial telecom enterprise was carried out, and the proposed models and methods were verified. Good practical effects were obtained.
引文
[1]李枫林,企业业务流程管理,武汉大学出版社,2006年
[2] Hammer and Champy: Reengineering the corporation,1993
[3] Scheer: ARIS– vom Gesch?ftsprozess zum Anwendungssystem, 3, Aufl,Berlin et al, 1998
[4]甘华鸣,业务流程,中国国际主播出版社,2002年
[5] www.amteam.org/docs/bpwebsite.asp,AMT公共知识库,2004
[6]迈克尔·波特,什么是战略,商业评论,2004年1月
[7]迈可尔?波特,陈小悦译,竞争优势,华夏出版社,2002
[8] (瑞典)安德斯·古斯塔夫松,迈克尔·约翰逊,服务竞争优势,中国劳动社会保障出版社,2004
[9]罗伯特?卡普兰,大卫?诺顿,平衡记分卡,广东经济出版社,1996
[10]罗伯特?卡普兰,大卫?诺顿,战略中心型组织,广东经济出版社,2000
[11]罗伯特?卡普兰,大卫?诺顿,战略图-化无形资产为有形成果,广东经济出版社,2003
[12]徐育才等编著,6西格玛管理培训,北京:京华出版社, 2002,324页
[13] ISO9000族标准2000版,2000
[14]蔡斌,赵卫东,BPM:新一代电子商务环境下的流程资产重用与价值再现, http://www.amteam.org/docs/BDDocument.asp?Action=View&ID={DE2684A5-4258-457D-B16F-843475E611BA},2006
[15]周永华,陈禹六,赵天奇,经营过程建模,计算机集成制造系统-CIMS, 2002, 8(1):16~21
[16]蔡斌,赵明剑,黄丽华,业务流程管理技术演进及新动态,科技导报,2004年11月:54-59
[17]黄解宇,岳澎,流程管理的演进历程:从幕后到前台,由配角到主角,现代管理科学, 2005年第6期:51-52
[18]黄解宇,岳澎,流程管理技术电子化的演变路径及趋势分析,科学学研究, 2005年6月:401-405
[19] Jasmine Noel,BPM and SOA: Better Together,IBM Corporation, 2005
[20] Gopala Krishna Behara , Srikanth Inaganti, Approach to Service Management In SOA Space,BPTrends, February 2007
[21] Mike Rosen,SOA, EA, and Tools,BPTrends, January,2007
[22] Joerg Klueckmann, BPM + SOA = Agility, IDS Scheer Corporation, 2005
[23] Phil Gilbert, A Business Oriented Architecture Combining BPM and SOA for Competitive Advantage, BPTrends, March, 2007
[24] Srikanth Inaganti & Gopala Krishna Behara, Service Identification: BPM and SOA Handshake, BPTrends ? March 2007
[25]荆波,董晶,史美林,面向服务的业务流程协作与集成平台研究,通信学报, 2006年11期:19-23
[26]于守健,基于Web服务组合的业务流程集成关键技术研究:[博士学位论文],东华大学,2005
[27] Bertrand Portier,SOA术语概述:服务、体系架构、治理和业务术语,http://www.ibm.com/developerworks/cn/webservices/ws-soa-term1/,2007.3
[28] Libra Huang,使用WebSphere Business Services Fabric开发自适应组合业务服务, http://www.ibm.com/developerworks/cn/websphere/0704_huang.html ,2007.5
[29]柳巧玲,丛秋实,黄作明,基于Web服务的业务流程管理集成应用研究,情报杂志, 2007年02期: 51-52+55
[30]柴晓路,梁宇奇, Web Services技术、架构和应用,北京:电子工业出版社,2003
[31] BPEL4WS. http://www.bpmi.org, 2003
[32] Gan Renchu, Du Ding. A framework of information service platform in E-government [ J ]. Journal of Electronic Science and Technology of China, 2004, 2 (3).
[33]王莎莎,甘仞初,自适应体系结构的动态业务流程管理研究,计算机与现代化, 2007年第3期:13-15
[34] BPMI Proposed Recommendation. Business Process Modeling Language (BPML). http://www.bpmi.org, 2003
[35] Howard Smith, Peter Fingar, Business Process Management: The Third Wave [M], Meghan-Kiffer Press, 2002
[36]付红玲,流程管理的第三波,软件世界2006.10
[37]罗伯特,卡普兰,戴维.诺顿,战略管理办公室,商业评论,2005年11月
[38]杨东龙,战略执行一一平衡记分卡的设计和实践,北京:中国社会科学出版社,2003
[39]毕意文,孙永玲,平衡记分卡中国战略实践,北京:机械工业出版社,2004
[40]何怀平,杜纲,平衡记分卡建立过程模型的设计与应用研究,西安电子科技大学学报(社会科学版) 2005年9月:71-76
[41]范玉顺,工作流管理技术基础,清华大学出版社,2001
[42] (德)Jorg Becker, Martin Kugeler, Michael Rosemann,刘祥艳,薄玉秋译,业务流程管理,清华大学出版社,2004
[43] Valery Kanevsky, Thomas J. Housel. Value-Based Business Process Reengineering: An Objective Approach to Value Added, 2001,6
[44]张人千,魏法杰,夏国平,闪四清,企业流程再造中的作业成本分析,工业工程,2000, 3(4): 18-19
[45]林慧苹,范玉顺,吴澄,基于工作流技术的企业业务过程评价方法,计算机集成制造系统——CIMS,2001,12(7): 47-52
[46]林健,张国刚,运用作业管理思想重构企业流程的实证研究,长沙铁道学院学报,2001,19(4): 41-46
[47]刘飚,企业业务流程分析及其再造的评价方法研究:[博士学位论文],华中科技大学,2004
[48] Kaplan R. Yesterday's accounting undermines production, Harvard Business Review, 1984,(7-8):95-101
[49] Jeans M, Morrow M, The practicalities of using ABC, Management Accounting,1989,11:42-43
[50]张锋,陈禹六,基于活动的成本汁算法(ABC)在BPR中的应用,清华大学学报, 2000,40(9): 104-l08
[51] P. Sarbanes, G. Oxley, et al., Sarbanes–Oxley act of 2002, 2002
[52]秦岩,浅议SOX法案下企业内部控制,管理纵横,2007年3月
[53] Ruth Sara, Aguilar-Saven, Business process modeling: Review and framework. Int. J. Production Economics, 2004, 9(10):129-149
[54]陈禹六,李清,张锋,经营过程重构(BPR)与系统集成,北京:清华大学出版社, 2001
[55] B. Haque, K.S. Pawar,The application of business process modelling to organisational analysis of concurrent engineering environments. Technovation, 2003, 23 (3):147-162
[56] Becker, J., Rosemann, M., von Uthmann, Cr. (2000). Guidelines of Business Process Modeling. In: Business Process Management: Models, Techniques and Empirical Studies. Eds.: W. van der Aalst, J. Desel, A. Oberweis. Springer-Verlag: Berlin 2000, 30-49.
[57]周永华,陈禹六,赵天奇,经营过程建模,计算机集成制造系统-CIMS, 2002, 8(1):16-21
[58]吴澄,现代集成制造系统导论—概念、方法、技术和应用,北京:清华大学出版社, 2002
[59] W.M.P. van der Aalst. The application of Petri nets to workflow management. The Journal of Circuits Systems and Computers, 1998, 8(1):21~66
[60]曾斌,乔非,基于Petri网的BPR建模方法的研究,计算机工程与应用,2001(5) : 70-72
[61]殷剑宏,吴开亚,图论及其算法,中国科技大学出版社,2003
[62]袁崇义.Petri网原理[M].北京:电子工业出版社,1998.53-72.
[63] Marco von Mevius1, Richard Pibernik2. Process Management in Supply Chains– A New Petri-Net Based Approach. Proceedings of the 37th Hawaii International Conference on System Sciences - 2004
[64]石国玲,李一军,马维忠,基于面向对象Petri网的业务流程建模方法研究,运筹与管理, 2004年8月:21-24
[65]董沛武,全良,李明星,姜振寰,业务流程重组中流程建模与重组效果评价研究,哈尔滨工业大学学报, 2003年1月:110-113
[66] Scheer AW, Nüttgens M. ARIS Architecture and Reference Models for Business Process Management. Lecture Notes in Computer Science, 2000: 366-379
[67] August-Whilhelm Scheer, Ferri Abolhassan, Wolfram Jost, Mathias Kirchmer. Business Process Excellence-ARIS in pratice. Springer, 2005
[68] (德) SCHEER AW,集成的信息系统体系结构(ARIS) [M],北京:机械工业出版社, 2003. 45 - 50
[69]徐国华,基于ARIS企业建模过程的应用研究,计算机工程,2005年7期:208-210
[70]杨云涛,王润孝,宋丽君,张志亮,王雅静,企业建模方法及ARIS建模过程应用研究,组合机床与自动化加工技术,2007年3期:86-88
[71]刘磊,李仁旺,杨名权,基于ARIS-eEPC模型和AML的工作流模型转换技术,计算机应用,2006年6月:282-284
[72] Michael Rosemann. 22 Potential Pitfalls of Process Modeling, Business Process Management Journal, 2006.1
[73] Dalal, N. P., Kamath, M., Kolarik, W.J. and Sivaraman, E. (2004), Toward an Integrated Framework for Modeling Enterprise Processes, Communications of the ACM, 47, 83-87.
[74] R. Agrawal, D. Gunopulos, F. Leymann. Mining process models from workflow logs[C] , Proceedings of the Sixth International Conference on Extending Database Technology 1998:469- 483.
[75] IDS Scheer, ARIS process performance manager (ARIS PPM): measure, analyze and optimize your business process performance (whitepaper), IDS Scheer, Saarbruecken, Germany. http://www.ids-scheer.comi, 2002.
[76] M. zur Muhlen, M. Rosemann, Work .ow-based process, monitoring and controlling—technical and organizational issues, in: R. Sprague (Ed.), Proceedings of the 33rd Hawaii, International Conference on System Science (HICSS-33), IEEE Computer Society Press, Los Alamitos, CA, 2000, pp.
[77] W.M.P. van der Aalst, B.F. van Dongen, J. Herbst, L. Maruster. Workflow mining: A survey of issues and approaches [J]. Data & Knowledge Engineering, 2003,47:237 - 267.
[78] W.M.P. van der Aalst, A.J.M.M. Weijters. Process mining: a research agenda[J], Computer in Industry, 2004,53:231-244.
[79] W.M.P. van der Aalst, A.J.M.M. Weijters, L. Maruster, Workflow mining: discovering process models from event logs, IEEE Trans. Knowl. Data Eng. 16 (9) (2004)1128–1142.
[80] W.M.P. van der Aalst, A.K.A. de Medeiros. Process Mining and Security: Detecting Anomalous Process Executions and Checking Process Conformance [J]. Electronic Notes in Theoretical Computer Science, 2005,23:23- 35.
[81] W.M.P. van der Aalsta, H.A. Reijersa, A.J.M.M. Weijtersa, B.F. van Dongena,A.K. Alves de Medeirosa, M. Songa,b, H.M.W. Verbeek. Business process mining: An industrial application. W.M.P. van der Aalst et al. / Information Systems 32 (2007) 713–732
[82]徐彦,谭培强,流程挖掘研究,物流科技, 2006年04期:107-111
[83] TMF. eTOM The Business Process Framework Release 6.0 ,2005
[84] TMF. eTOM The Business Process Framework Release 6.0, GB921D, Process Decompositions and Descriptions, 2005.11
[85] TMF,王卫乡等编著,增强的电信运营图eTOM,2003
[86] (荷兰) Jan van Bon,IT服务管理,清华大学出版社,2002
[87]左天祖,刘伟,中国IT服务管理指南,北京大学出版社,2003
[88] SCC, Supply-Chain Operations Reference-model Overview of SCOR Version 5.0, 2001
[89]朱海平,支持业务流程管理的工作流建模和分析理论研究:[博士学位论文],华中科技大学,2004
[90]王世英,吴能全,整合流程管理—一种赢得客户的新式方略,西安邮电学院学报, 2006年11月:87-93
[91]张玲玲,林健,信息技术与企业战略、业务流程及组织结构整合的关系模型研究,统工程,2002年3月:63-68
[92]俞东慧,企业流程变革管理影响因素及其动态机制研究:[博士学位论文],复旦大学,2005
[93]顾培亮,系统分析与协调,天津大学出版社,1998年
[94] Olaf Zimmermann, Pal Krogdahl, Clive Gee,面向服务的分析与设计原理,IBM DeveloperWorks,http://www.cnjswz.com/,2004 . 6
[95]王玉荣,流程管理,机械工业出版社, 2004
[96] Christin Gronroos, Service Management and Marking: Managing the Monments of Truth in Service Competition, New Lexington Press, 1990
[97] Toshiya Kondo, Toshio Nishiyama, Hiroshi Kato. Business Process Management in Customer Contact Services, NTT Information and Communication Systems Laboratories, 1998
[98] B.Jose Pine and James H. Gilmore, Welcome to the Experience Economy, Harvard Business Review 76(July-August 1998):97-105
[99]付启敏,刘伟,姚亚萍,面向客户服务的产品数据管理研究,科技管理研究,2007年04期:143-145
[100]张月莉,郭晶主编,服务营销[M],中国财政经济出版,2002
[101]洪中,ARIS平台:业务流程管理(BPM)的创新平台,中国CIO发展中心:业务流程管理高层研讨,2006
[102] PMBOOK2000,PMI,2000
[103]陈国华,陶诏灵,基于战略的流程选择层次分析法研究,2003 .4 :101-105
[104] Michael zur Muehlen, Michael Rosemann. Multi-Paradigm Process Management. Proceedings of CAiSE'2004 :169-175
[105] Janice M. Burn, A Comparison of the Views of Business and IT management on Success Factors for Strategic Alignment, Information & Management, 37,2000, pp:197-216
[106]聂培尧,赛英等,数据库实用教程,科学出版社,2005,8
[107] D. Jack Elzinga, Tomas Horak, Chung-Yee Lee, and Charles Bruner, Business Process Management: Survey and Methodology, IEEE Transactions on Engineering Management, Vol. 42, No. 2, May 1995
[108]向宏,王明明,李颖新,价值工程方法在业务流程重组实施中的应用,科学学研究, 2002年8月:421-422
[109]张晓辉,史耀耀,李山,程刚,业务流程分析与优化方法研究,机械制造,2006.3:62-66
[110]胡松筠,陈燕,李晔,王惠,基于随机时间Petri网的第三方物流业务流程建模与分析,大连海事大学学报,2005.11:53-55
[111]万伦来,达庆利,企业柔性的本质及其构建策略,管理科学学报, 2003,6(2) :89 - 94.
[112] Philips Fred, Tuladha Sugandha D. Measuring organizational flexibility: An exploration and general model [J]. Technological Forecasting and Social Change, 2000,64:23 - 38.
[113]于丽娟,祝爱民,企业核心能力柔性及其提升研究,技术经济与管理研究,2005年第2期:100-101
[114]艾利·高德拉特,杰夫·利克斯,目标,电子工业出版社, 2006
[115]李兴森,张玲玲,业务流程导向知识管理,软件世界2007,1:68-69
[116]王建仁,王锦,赵斌,段刚龙,基于业务流程生命周期的流程知识分类及管理,情报杂志,2006年第2期:72-74
[117]朱世展,基于BPM系统的企业战略管理研究,科技广场,2005(8):69-71
[118] Berson,A.Smith S.,Thearling,K著,贺奇等译,构建面向CRM的数据挖掘应用背景,人民邮电出版社, 2001.8
[119] (美)William H. Inmon著,王志海等译,数据仓库(第4版),机械工业出版社,2006
[120]段云峰,吴唯宁,李剑威,韩洁编著,数据仓库及其在电信领域中的应用,电子工业出版社,2003
[121]陈京民,数据仓库与数据挖掘技术,电子工业出版社,2002
[122] Jiawei han, Micheline Kambar. Data Mining and Techniques. Higher Education Press. 2001
[123]严寒冰,周雒维,电信业CRM中客户挽留流程分析与实践,电信科学, 2006.11
[124]吴建华,中国电信业实施CRM应注意的问题及对策,当代通信,2006.7
[125]闵盟,吴娟,杨阳,国内外电信CRM应用分析,邮电设计技术第12期,2006.12
[126] Andy C. L. Yeung, T. C. Edwin Cheng, and Ling-Yau Chan. From Customer Orientation to Customer Satisfaction: The Gap Between Theory and Practice, IEEE TRANSACTIONS ON ENGINEERING MANAGEMENT, VOL. 51, NO. 1, FEBRUARY 2004
[127]王庆国,蔡淑琴,客户服务分类研究,管理评论,2004年03期:19-24
[128]蔡淑琴,王庆国,汤云飞,客户关系管理与客户服务研究综述,预测,2004,23(3)
[129]郑人杰,王纬,王方德,蔡愉祖等,基于软件能力成熟度模型(CMM)的软件过程改进——方法与实施,清华大学出版社,2003
[130] Paul Harmon. Evaluating , an Organization's Business Process Maturity, Business Process Trends, March 2004, Volume 2, No. 3
[131] James T.C. Teng, Varun Grover, Kirk D. Fiedler, Initiating and Implementing Business Process Change: Lessons learned from Tem Years of Inquiry, In Varun Grover, William Kettinger, Process Think: Winning Perspectives for Business Change in the Information-Age, Idea Group Publishing, London, 2000
[132] J. P. Kotter, Leading Change, Harvard Business School Press, Boston, Massachusetts, 1996
[133]罗纳德·海费茨,领导者变革生存指南,哈佛商业评论,2002年9月:136-143
[134]杰克.沃特曼,IBM变革管理,哈尔滨出版社,2004年
[135]杰里·约拉姆·温德,赫雷米·迈因著,林询子,祝磊,沈浩云译,变革—未来企业,上海交通大学出版社,1999
[2] Hammer and Champy: Reengineering the corporation,1993
[3] Scheer: ARIS– vom Gesch?ftsprozess zum Anwendungssystem, 3, Aufl,Berlin et al, 1998
[4]甘华鸣,业务流程,中国国际主播出版社,2002年
[5] www.amteam.org/docs/bpwebsite.asp,AMT公共知识库,2004
[6]迈克尔·波特,什么是战略,商业评论,2004年1月
[7]迈可尔?波特,陈小悦译,竞争优势,华夏出版社,2002
[8] (瑞典)安德斯·古斯塔夫松,迈克尔·约翰逊,服务竞争优势,中国劳动社会保障出版社,2004
[9]罗伯特?卡普兰,大卫?诺顿,平衡记分卡,广东经济出版社,1996
[10]罗伯特?卡普兰,大卫?诺顿,战略中心型组织,广东经济出版社,2000
[11]罗伯特?卡普兰,大卫?诺顿,战略图-化无形资产为有形成果,广东经济出版社,2003
[12]徐育才等编著,6西格玛管理培训,北京:京华出版社, 2002,324页
[13] ISO9000族标准2000版,2000
[14]蔡斌,赵卫东,BPM:新一代电子商务环境下的流程资产重用与价值再现, http://www.amteam.org/docs/BDDocument.asp?Action=View&ID={DE2684A5-4258-457D-B16F-843475E611BA},2006
[15]周永华,陈禹六,赵天奇,经营过程建模,计算机集成制造系统-CIMS, 2002, 8(1):16~21
[16]蔡斌,赵明剑,黄丽华,业务流程管理技术演进及新动态,科技导报,2004年11月:54-59
[17]黄解宇,岳澎,流程管理的演进历程:从幕后到前台,由配角到主角,现代管理科学, 2005年第6期:51-52
[18]黄解宇,岳澎,流程管理技术电子化的演变路径及趋势分析,科学学研究, 2005年6月:401-405
[19] Jasmine Noel,BPM and SOA: Better Together,IBM Corporation, 2005
[20] Gopala Krishna Behara , Srikanth Inaganti, Approach to Service Management In SOA Space,BPTrends, February 2007
[21] Mike Rosen,SOA, EA, and Tools,BPTrends, January,2007
[22] Joerg Klueckmann, BPM + SOA = Agility, IDS Scheer Corporation, 2005
[23] Phil Gilbert, A Business Oriented Architecture Combining BPM and SOA for Competitive Advantage, BPTrends, March, 2007
[24] Srikanth Inaganti & Gopala Krishna Behara, Service Identification: BPM and SOA Handshake, BPTrends ? March 2007
[25]荆波,董晶,史美林,面向服务的业务流程协作与集成平台研究,通信学报, 2006年11期:19-23
[26]于守健,基于Web服务组合的业务流程集成关键技术研究:[博士学位论文],东华大学,2005
[27] Bertrand Portier,SOA术语概述:服务、体系架构、治理和业务术语,http://www.ibm.com/developerworks/cn/webservices/ws-soa-term1/,2007.3
[28] Libra Huang,使用WebSphere Business Services Fabric开发自适应组合业务服务, http://www.ibm.com/developerworks/cn/websphere/0704_huang.html ,2007.5
[29]柳巧玲,丛秋实,黄作明,基于Web服务的业务流程管理集成应用研究,情报杂志, 2007年02期: 51-52+55
[30]柴晓路,梁宇奇, Web Services技术、架构和应用,北京:电子工业出版社,2003
[31] BPEL4WS. http://www.bpmi.org, 2003
[32] Gan Renchu, Du Ding. A framework of information service platform in E-government [ J ]. Journal of Electronic Science and Technology of China, 2004, 2 (3).
[33]王莎莎,甘仞初,自适应体系结构的动态业务流程管理研究,计算机与现代化, 2007年第3期:13-15
[34] BPMI Proposed Recommendation. Business Process Modeling Language (BPML). http://www.bpmi.org, 2003
[35] Howard Smith, Peter Fingar, Business Process Management: The Third Wave [M], Meghan-Kiffer Press, 2002
[36]付红玲,流程管理的第三波,软件世界2006.10
[37]罗伯特,卡普兰,戴维.诺顿,战略管理办公室,商业评论,2005年11月
[38]杨东龙,战略执行一一平衡记分卡的设计和实践,北京:中国社会科学出版社,2003
[39]毕意文,孙永玲,平衡记分卡中国战略实践,北京:机械工业出版社,2004
[40]何怀平,杜纲,平衡记分卡建立过程模型的设计与应用研究,西安电子科技大学学报(社会科学版) 2005年9月:71-76
[41]范玉顺,工作流管理技术基础,清华大学出版社,2001
[42] (德)Jorg Becker, Martin Kugeler, Michael Rosemann,刘祥艳,薄玉秋译,业务流程管理,清华大学出版社,2004
[43] Valery Kanevsky, Thomas J. Housel. Value-Based Business Process Reengineering: An Objective Approach to Value Added, 2001,6
[44]张人千,魏法杰,夏国平,闪四清,企业流程再造中的作业成本分析,工业工程,2000, 3(4): 18-19
[45]林慧苹,范玉顺,吴澄,基于工作流技术的企业业务过程评价方法,计算机集成制造系统——CIMS,2001,12(7): 47-52
[46]林健,张国刚,运用作业管理思想重构企业流程的实证研究,长沙铁道学院学报,2001,19(4): 41-46
[47]刘飚,企业业务流程分析及其再造的评价方法研究:[博士学位论文],华中科技大学,2004
[48] Kaplan R. Yesterday's accounting undermines production, Harvard Business Review, 1984,(7-8):95-101
[49] Jeans M, Morrow M, The practicalities of using ABC, Management Accounting,1989,11:42-43
[50]张锋,陈禹六,基于活动的成本汁算法(ABC)在BPR中的应用,清华大学学报, 2000,40(9): 104-l08
[51] P. Sarbanes, G. Oxley, et al., Sarbanes–Oxley act of 2002, 2002
[52]秦岩,浅议SOX法案下企业内部控制,管理纵横,2007年3月
[53] Ruth Sara, Aguilar-Saven, Business process modeling: Review and framework. Int. J. Production Economics, 2004, 9(10):129-149
[54]陈禹六,李清,张锋,经营过程重构(BPR)与系统集成,北京:清华大学出版社, 2001
[55] B. Haque, K.S. Pawar,The application of business process modelling to organisational analysis of concurrent engineering environments. Technovation, 2003, 23 (3):147-162
[56] Becker, J., Rosemann, M., von Uthmann, Cr. (2000). Guidelines of Business Process Modeling. In: Business Process Management: Models, Techniques and Empirical Studies. Eds.: W. van der Aalst, J. Desel, A. Oberweis. Springer-Verlag: Berlin 2000, 30-49.
[57]周永华,陈禹六,赵天奇,经营过程建模,计算机集成制造系统-CIMS, 2002, 8(1):16-21
[58]吴澄,现代集成制造系统导论—概念、方法、技术和应用,北京:清华大学出版社, 2002
[59] W.M.P. van der Aalst. The application of Petri nets to workflow management. The Journal of Circuits Systems and Computers, 1998, 8(1):21~66
[60]曾斌,乔非,基于Petri网的BPR建模方法的研究,计算机工程与应用,2001(5) : 70-72
[61]殷剑宏,吴开亚,图论及其算法,中国科技大学出版社,2003
[62]袁崇义.Petri网原理[M].北京:电子工业出版社,1998.53-72.
[63] Marco von Mevius1, Richard Pibernik2. Process Management in Supply Chains– A New Petri-Net Based Approach. Proceedings of the 37th Hawaii International Conference on System Sciences - 2004
[64]石国玲,李一军,马维忠,基于面向对象Petri网的业务流程建模方法研究,运筹与管理, 2004年8月:21-24
[65]董沛武,全良,李明星,姜振寰,业务流程重组中流程建模与重组效果评价研究,哈尔滨工业大学学报, 2003年1月:110-113
[66] Scheer AW, Nüttgens M. ARIS Architecture and Reference Models for Business Process Management. Lecture Notes in Computer Science, 2000: 366-379
[67] August-Whilhelm Scheer, Ferri Abolhassan, Wolfram Jost, Mathias Kirchmer. Business Process Excellence-ARIS in pratice. Springer, 2005
[68] (德) SCHEER AW,集成的信息系统体系结构(ARIS) [M],北京:机械工业出版社, 2003. 45 - 50
[69]徐国华,基于ARIS企业建模过程的应用研究,计算机工程,2005年7期:208-210
[70]杨云涛,王润孝,宋丽君,张志亮,王雅静,企业建模方法及ARIS建模过程应用研究,组合机床与自动化加工技术,2007年3期:86-88
[71]刘磊,李仁旺,杨名权,基于ARIS-eEPC模型和AML的工作流模型转换技术,计算机应用,2006年6月:282-284
[72] Michael Rosemann. 22 Potential Pitfalls of Process Modeling, Business Process Management Journal, 2006.1
[73] Dalal, N. P., Kamath, M., Kolarik, W.J. and Sivaraman, E. (2004), Toward an Integrated Framework for Modeling Enterprise Processes, Communications of the ACM, 47, 83-87.
[74] R. Agrawal, D. Gunopulos, F. Leymann. Mining process models from workflow logs[C] , Proceedings of the Sixth International Conference on Extending Database Technology 1998:469- 483.
[75] IDS Scheer, ARIS process performance manager (ARIS PPM): measure, analyze and optimize your business process performance (whitepaper), IDS Scheer, Saarbruecken, Germany. http://www.ids-scheer.comi, 2002.
[76] M. zur Muhlen, M. Rosemann, Work .ow-based process, monitoring and controlling—technical and organizational issues, in: R. Sprague (Ed.), Proceedings of the 33rd Hawaii, International Conference on System Science (HICSS-33), IEEE Computer Society Press, Los Alamitos, CA, 2000, pp.
[77] W.M.P. van der Aalst, B.F. van Dongen, J. Herbst, L. Maruster. Workflow mining: A survey of issues and approaches [J]. Data & Knowledge Engineering, 2003,47:237 - 267.
[78] W.M.P. van der Aalst, A.J.M.M. Weijters. Process mining: a research agenda[J], Computer in Industry, 2004,53:231-244.
[79] W.M.P. van der Aalst, A.J.M.M. Weijters, L. Maruster, Workflow mining: discovering process models from event logs, IEEE Trans. Knowl. Data Eng. 16 (9) (2004)1128–1142.
[80] W.M.P. van der Aalst, A.K.A. de Medeiros. Process Mining and Security: Detecting Anomalous Process Executions and Checking Process Conformance [J]. Electronic Notes in Theoretical Computer Science, 2005,23:23- 35.
[81] W.M.P. van der Aalsta, H.A. Reijersa, A.J.M.M. Weijtersa, B.F. van Dongena,A.K. Alves de Medeirosa, M. Songa,b, H.M.W. Verbeek. Business process mining: An industrial application. W.M.P. van der Aalst et al. / Information Systems 32 (2007) 713–732
[82]徐彦,谭培强,流程挖掘研究,物流科技, 2006年04期:107-111
[83] TMF. eTOM The Business Process Framework Release 6.0 ,2005
[84] TMF. eTOM The Business Process Framework Release 6.0, GB921D, Process Decompositions and Descriptions, 2005.11
[85] TMF,王卫乡等编著,增强的电信运营图eTOM,2003
[86] (荷兰) Jan van Bon,IT服务管理,清华大学出版社,2002
[87]左天祖,刘伟,中国IT服务管理指南,北京大学出版社,2003
[88] SCC, Supply-Chain Operations Reference-model Overview of SCOR Version 5.0, 2001
[89]朱海平,支持业务流程管理的工作流建模和分析理论研究:[博士学位论文],华中科技大学,2004
[90]王世英,吴能全,整合流程管理—一种赢得客户的新式方略,西安邮电学院学报, 2006年11月:87-93
[91]张玲玲,林健,信息技术与企业战略、业务流程及组织结构整合的关系模型研究,统工程,2002年3月:63-68
[92]俞东慧,企业流程变革管理影响因素及其动态机制研究:[博士学位论文],复旦大学,2005
[93]顾培亮,系统分析与协调,天津大学出版社,1998年
[94] Olaf Zimmermann, Pal Krogdahl, Clive Gee,面向服务的分析与设计原理,IBM DeveloperWorks,http://www.cnjswz.com/,2004 . 6
[95]王玉荣,流程管理,机械工业出版社, 2004
[96] Christin Gronroos, Service Management and Marking: Managing the Monments of Truth in Service Competition, New Lexington Press, 1990
[97] Toshiya Kondo, Toshio Nishiyama, Hiroshi Kato. Business Process Management in Customer Contact Services, NTT Information and Communication Systems Laboratories, 1998
[98] B.Jose Pine and James H. Gilmore, Welcome to the Experience Economy, Harvard Business Review 76(July-August 1998):97-105
[99]付启敏,刘伟,姚亚萍,面向客户服务的产品数据管理研究,科技管理研究,2007年04期:143-145
[100]张月莉,郭晶主编,服务营销[M],中国财政经济出版,2002
[101]洪中,ARIS平台:业务流程管理(BPM)的创新平台,中国CIO发展中心:业务流程管理高层研讨,2006
[102] PMBOOK2000,PMI,2000
[103]陈国华,陶诏灵,基于战略的流程选择层次分析法研究,2003 .4 :101-105
[104] Michael zur Muehlen, Michael Rosemann. Multi-Paradigm Process Management. Proceedings of CAiSE'2004 :169-175
[105] Janice M. Burn, A Comparison of the Views of Business and IT management on Success Factors for Strategic Alignment, Information & Management, 37,2000, pp:197-216
[106]聂培尧,赛英等,数据库实用教程,科学出版社,2005,8
[107] D. Jack Elzinga, Tomas Horak, Chung-Yee Lee, and Charles Bruner, Business Process Management: Survey and Methodology, IEEE Transactions on Engineering Management, Vol. 42, No. 2, May 1995
[108]向宏,王明明,李颖新,价值工程方法在业务流程重组实施中的应用,科学学研究, 2002年8月:421-422
[109]张晓辉,史耀耀,李山,程刚,业务流程分析与优化方法研究,机械制造,2006.3:62-66
[110]胡松筠,陈燕,李晔,王惠,基于随机时间Petri网的第三方物流业务流程建模与分析,大连海事大学学报,2005.11:53-55
[111]万伦来,达庆利,企业柔性的本质及其构建策略,管理科学学报, 2003,6(2) :89 - 94.
[112] Philips Fred, Tuladha Sugandha D. Measuring organizational flexibility: An exploration and general model [J]. Technological Forecasting and Social Change, 2000,64:23 - 38.
[113]于丽娟,祝爱民,企业核心能力柔性及其提升研究,技术经济与管理研究,2005年第2期:100-101
[114]艾利·高德拉特,杰夫·利克斯,目标,电子工业出版社, 2006
[115]李兴森,张玲玲,业务流程导向知识管理,软件世界2007,1:68-69
[116]王建仁,王锦,赵斌,段刚龙,基于业务流程生命周期的流程知识分类及管理,情报杂志,2006年第2期:72-74
[117]朱世展,基于BPM系统的企业战略管理研究,科技广场,2005(8):69-71
[118] Berson,A.Smith S.,Thearling,K著,贺奇等译,构建面向CRM的数据挖掘应用背景,人民邮电出版社, 2001.8
[119] (美)William H. Inmon著,王志海等译,数据仓库(第4版),机械工业出版社,2006
[120]段云峰,吴唯宁,李剑威,韩洁编著,数据仓库及其在电信领域中的应用,电子工业出版社,2003
[121]陈京民,数据仓库与数据挖掘技术,电子工业出版社,2002
[122] Jiawei han, Micheline Kambar. Data Mining and Techniques. Higher Education Press. 2001
[123]严寒冰,周雒维,电信业CRM中客户挽留流程分析与实践,电信科学, 2006.11
[124]吴建华,中国电信业实施CRM应注意的问题及对策,当代通信,2006.7
[125]闵盟,吴娟,杨阳,国内外电信CRM应用分析,邮电设计技术第12期,2006.12
[126] Andy C. L. Yeung, T. C. Edwin Cheng, and Ling-Yau Chan. From Customer Orientation to Customer Satisfaction: The Gap Between Theory and Practice, IEEE TRANSACTIONS ON ENGINEERING MANAGEMENT, VOL. 51, NO. 1, FEBRUARY 2004
[127]王庆国,蔡淑琴,客户服务分类研究,管理评论,2004年03期:19-24
[128]蔡淑琴,王庆国,汤云飞,客户关系管理与客户服务研究综述,预测,2004,23(3)
[129]郑人杰,王纬,王方德,蔡愉祖等,基于软件能力成熟度模型(CMM)的软件过程改进——方法与实施,清华大学出版社,2003
[130] Paul Harmon. Evaluating , an Organization's Business Process Maturity, Business Process Trends, March 2004, Volume 2, No. 3
[131] James T.C. Teng, Varun Grover, Kirk D. Fiedler, Initiating and Implementing Business Process Change: Lessons learned from Tem Years of Inquiry, In Varun Grover, William Kettinger, Process Think: Winning Perspectives for Business Change in the Information-Age, Idea Group Publishing, London, 2000
[132] J. P. Kotter, Leading Change, Harvard Business School Press, Boston, Massachusetts, 1996
[133]罗纳德·海费茨,领导者变革生存指南,哈佛商业评论,2002年9月:136-143
[134]杰克.沃特曼,IBM变革管理,哈尔滨出版社,2004年
[135]杰里·约拉姆·温德,赫雷米·迈因著,林询子,祝磊,沈浩云译,变革—未来企业,上海交通大学出版社,1999