企業流程是組織傳遞知識的重要媒介，也是知識創造的場所，流程導向的知識管理已成為多數企業的執行重點。為使企業流程與知識管理系統能妥善地結合，本研究將利用設計科學研究法 (Design Science Research Methodology, DSRM) 歸納出一套企業流程知識擷取的方法論，其中說明了企業流程分析、流程知識擷取以及知識地圖建構的方法與步驟，並運用此方法論協助個案A公司解決其客訴處理流程所面臨的問題，以驗証方法論之可行性。本研究提出了企業流程分析與知識管理的整合性方法論，此研究成果可協助未來企業進行流程導向知識管理系統的規劃。

The business process is an important delivery medium of knowledge as well as an arena for the creation of knowledge, and nowadays more enterprises have begun to focus on process-oriented knowledge management. In order to properly integrate business process and knowledge management system, this research followed the design science research methodology to propose a knowledge extraction methodology for business process. This methodology includes three phases: business process analysis, process knowledge extraction and knowledge map construction. In order to verify its feasibility, we use this methodology to solve problems existing in A-company’s customer complaint process. This research proposed an integrated methodology of business process analysis and knowledge management. The research achievement could provide instruction and suggestion for enterprises to conduct the planning of process-oriented knowledge management systems.

論文審定書i
誌謝 ii
摘要 iii
Abstract iv
目錄 iv
圖次 vii
表次 ix
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 4
第二章 文獻探討 5
第一節 系統理論 5
第二節 企業流程 9
第三節 知識盤點 14
第四節 知識地圖 21
第三章 研究方法 27
第一節 設計科學研究法 27
第二節 研究方法與步驟 30
第四章 方法論發展 33
第一節 方法論發展流程 33
第二節 企業流程分析階段 37
第三節 流程知識擷取階段 42
第四節 知識地圖建構階段 47
第五章 案例展示 49
第一節 個案背景 49
第二節 企業流程分析階段 51
第三節 流程知識擷取階段 67
第四節 知識地圖建構階段 80
第五節 方法論產出內容評估 82
第六章 結論 85
第一節 研究結果 85
第二節 研究貢獻 87
第三節 未來方向與建議 88
參考文獻 89
中文參考文獻 89
英文參考文獻 89
附錄 92

中文參考文獻
陳永隆、莊宜昌，《知識價值鏈》，台灣：中國生產力中心，January 2005。
翁德昌，《企業流程管理技巧》，台灣：憲業企管顧問有限公司，September 2007。
吳仁和，《資訊管理－企業創新與價值創造》，5th Edition，台北市：智勝文化，June 2014。
梁定澎，《資訊管理理論》，台灣：前程文化，March 2012。
屈君懋，「企業流程之方法研究」，國立中山大學資訊管理學系碩士論文，2010年3月。
張建雄，「以工作流程為基礎的知識盤點系統之研究」，國立台灣科技大學資訊管理學系碩士論文，2010年6月。

英文參考文獻
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