運用工作地圖改良流程圖之知識管理工具

Abstract

企業、組織雖然存在標準作業程序，在ERP或Workflow系統中也常設定作業程序，然而在這些之外組織中還有許多流程相關的知識，包含存在資深成員、專家腦中的個人最佳化工作流程與應變方法，這一些寶貴的流程知識是組織重要的資產，卻不容易傳遞。 經由服務創新的啟發，本研究對於策略通顧問Lance A. Beetencourt與Anthony W. Ulwick發表的工作地圖分析模式加以研究，將之引至知識管理領域討論，並以提供便於使用、輔助溝通的視覺化方法為出發點，探討現有流程圖形表示方式，綜合廣為被軟體界所使用的UML（Unified Modeling Language）選出特色的類別圖（class diagram）與傳統流程圖整合發展改良式流程圖工具，設計可應用搭配工作地圖模式的改良式流程圖法，用以呈現專家在每個步驟試著把什麼事情做好，輔助組織中的成員進行流程知識的傳遞、分享或是進行知識擷取，亦可協助組織在設計流程或是進行決策時，利用本法保留下當初設計目的或決策點考量的概念。以有條理的方式輔助組織成員進行流程事務的溝通或記錄，讓組織成員利用視覺化方式溝通、簡潔且有架構的將流程知識顯性化，幫助推動組織的知識管理。 本研究之分析工具，有別於現有的傳統流程觀點以及流程圖的呈現，除導入工作地圖分析模式至知識管理，並可以實作工作地圖。且改良之流程圖不需額外準備特殊軟體，利用一般辦公室軟體即可做到，低進入門檻輔以有結構的觀念，輔助流程知識的流動。

Besides standard operation procedures in the documents or systems of organizations, there is still much process related knowledge in the organization including the best way to finish a work or the way to handle emergency event which are in the mind of senior staffs. But those are not easy to pass on to others. I studied and took the model “Job mapping”, which was announced by Lance A. Beetencourt and Anthony W. Ulwick on the HBR, as a model that can be used in the knowledge management area. I developed a job map enhanced flowchart to satisfy the need that there is no public methods/tools which could realize the job map model. This enhanced flowchart combined the traditional flowchart and class diagram of UML(Unified Modeling Language) to make the new flowchart is easy to be understood and easy to be used with sufficient procedural information and knowledge in it. That let members can communicate about the process knowledge much easier with each other. This enhanced flowchart used the different view from the traditional one that you can see the detail of each flow and the top view at the same time. And it could be drawn by many office software that make it easy to learn and easy to use.