목 차

프로세스 분석 및 설계

Part 2. 기업 경영 활동과 경영 혁신

Part 3. 프로세스 모델링

Part 4. 프로세스 분석

Part 5. 프로세스 자동화 -Workflow

Part 1. 프로세스 관리 개요

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Part 1. 프로세스 관리 개요

2강. 비즈니스 프로세스 개요

3강. 산업화와 과학적 관리

4강. 프로세스 모델링 및 분석

5강. 비즈니스 프로세스 관리

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2강. 비즈니스 프로세스 개요

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• 기업 환경의 변화 내용 이해

• 비즈니스 프로세스 정의 이해

• 비즈니스 프로세스의 특성 파악

학습 목표

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기업 재구성 (Enterprise Reconstruction), 산업구조 해체 (Industry Deconstruction)

- Cost - Resource Oriented (Product Oriented) - In-house Making - Scale - 계층 /기능 중심 - 소품종 대량

과거/현재 현재/미래

- Time - Market Oriented (Customer Oriented) - Outsourcing - Agility - 분산/프로세스 중심 - 다품종 소량

기업의 변화

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기업 조직 구조의 변화(1)

• Taylorism

- Frederick Winslow Taylor’s Scientific Management

- functional structure, organizational hierarchy

(bureaucracies), division of labor

- 반복도가 매우 높은 업무, 고정된 형태의 작업

• Current environment and their impact on the organizations

- product’s lifetime: shorter

- product: customer specific versions

- open market: cost/lead-time reduction

- organizations: more internationalized, think globally

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기업 조직 구조의 변화(2)

• New organizational trend

- work group autonomy, decentralization,

network enterprise, continuous education

- process-centered, market-oriented,

customer-oriented

• Process and Organization

- Functional/Hierarchical organization (functional responsibilities)

->

Process Centered Organization (Customer satisfaction]

* Thomas Schael, workflow management systems for process organizations, Springer, Berlin,1998.

8/17 Functional/Hierarchical organization Process Centered Organization

기업 조직 구조의 변화(3)

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• Business System (Enterprise; 기업)?

- any organization whose aim is to create results of value for someone who cares about those results.(*)

- a complex system that has a specific purpose or goal, consisting of a hierarchical organization of departments and their functions.

(*) Roger T. Burton, Business Process management, SAMS Publishing, Indianapolis, Indiana, 2001.

비즈니스 시스템(1)

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• Business (Enterprise; 기업) System?

- 인간의 욕구를 만족시켜주는 제품이나 서비스를 생산하고 판매하여 이윤을 추구하는 경제 주체

비즈니스 시스템(2)

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• concepts used to define the business system

1) Processes

* the activities performed within the business during which the state of

business resources changes.

2) resources

* objects within the business that are used or produced in the business

* resources are manipulated through processes.

3) Goals

* the purpose of the business, or the outcome the business as a whole is

trying to achieve.

* express the desired states of resources and are achieved by processes.

4) Rules

* statements that define or constrain some aspects of the business, and

represent business knowledge.

비즈니스 시스템(3)

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• Process ? (≒ 처리, 프로세스, 흐름, 공정) • Business Process: a structured set of activities

designed to produce a specified output for a particular customer or market.: [Davenport ‘93]

Process

input output

비즈니스 프로세스(1)

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• 정의

- a collection of interrelated work tasks, initiated in response to an event, that achieves a specific result for the customer of the process.

- taking customer’s perspective - External (core process), internal (supporting process)

- business process의 존재이유 - identifiable & countable

Any activity an actor needs to accomplish in the course of process

Steps are interrelated by dealing with the same work item

-identifying earliest event

[A. Sharp & P. McDermott, workflow modeling, Artech House, Boston, 2001.]

비즈니스 프로세스(2)

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• 비즈니스 프로세스의 유형

Process dimension

and type 프로세스 예 효율화 목표

Organiz-ational entities

Inter-organizational

Order from a supplier Lower transaction costs: eliminate intermediaries

Inter-functional Develop a new product Work across geography: greater simultaneity

interpersonal Approve a bank loan Role and task integration

objects

physical Manufacture a product Increased outcome flexibility: process control

informational Create a proposal Routinizing complex decisions

activities

operational Fill a customer order Reduce time and costs:

Increase output quality

managerial Develop a budget Improve analysis: increase participation

“The new industrial engineering: Information technology and business process redesign”, sloan management review, pp.11-27. (Davenport T. H. and Short J. E., summer, 1990)

비즈니스 프로세스(3)

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• 비즈니스 프로세스의 특성 [ Eriksson and Penker, 2000]

- - - - - that are performed in some order, depending on conditions and events that occur during the execution of the process. - It is horizontal rather than vertical in regard to traditional organization of the business. - (internal or external)

Has a goal

Has specific input Has specific output

Uses resources

Has a number of activities

affects more than one organizational unit.

creates value to some kind of customer

비즈니스 프로세스(4)

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• Examples of Business Processes

- developing a new product

- ordering goods from suppliers

- processing and paying an insurance claim

- order fulfillment (customer order~

shipping)

비즈니스 프로세스(5)

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- Has a goal

- Has specific input

- Has specific output

- Uses a resources

- Has a number of activities

- affects more than one organizational unit.

- creates value to some kind of customer

학습 요약

• 새로운 조직 구조의 추세

- work group autonomy, decentralization, network enterprise, continuous education- process-centered, market-oriented, customer-oriented

• 비즈니스 프로세스 정의 : a collection of interrelated work tasks, initiated in response to an event, that achieves a specific result for the customer of the process.

• 비즈니스 프로세스 특성: