面對全球性的激烈競爭，現代企業紛紛努力尋找新的資訊科技為企業武器，以求達到提昇作業績效，降低作業成本，縮短作業時間。而RFID是本世紀十大重要資訊科技之ㄧ，廣受企業青睞，舉凡門禁安全管理、貨物追蹤管理、醫療應用，甚至美軍在伊拉克戰爭中的後勤補給支援，都有其應用蹤影。 但些許企業廠商導入之後，其效果不彰，究其原因為企業在導入RFID技術往往忽略了流程整合的重要性，造成結果不如預期。這也代表，縱然導入RDID系統技術需要進行許多的IT 技術研究與規劃，但這不代表可以單純地用「IT 建置轉型」的角度來建置RFID系統，企業還是必須從商業營運的角度來思考RFID能夠創造什麼樣的營運模式。 本研究認為最重要的是企業需要一套具有系統的步驟，針對企業需求與導入RFID失敗之原因，提出以企業流程管理為基礎的RFID導入模式，期望借此一執行模式，幫助企業在導入RFID時，藉由審視目前作業流程，改善、改造作業流程，使RFID與應用流程更緊密結合，達到資訊科技與應用流程整合的最佳效益。 最後，歸納出本研究成果，有下列幾點： 1.以企業流程的觀點出發，建立一個以企業流程管理為基礎的RFID導入模式，詳細說明各步驟之作法以及與應用流程整合的重要性，以提供企業做為參考，降低企業在往後導入RFID的困難，以及獲得最佳效益。 2.採用BPMN為流程模式化標準以及BPMN/BPEL的模式化工具來進行本研究流程之模式化與分析。未來得以藉由BPMN與BPEL之規格對應描述以及使用Web Service的開發工具來建置符合SOA架構之資訊系統。 3.提供血袋處理流程前端之捐血中心未來在導入RFID技術時一個參考模式，以利進行導入。

企業的規模隨著業務成長而日益龐雜，企業所服務的功能與流程間關係也因而複雜化。而壽險業近年來經營上面臨金融環境的變化、金控競爭的壓力，積極尋求突破，除致力於開發特色商品以鞏固既有市場外，更積極開發多元化的行銷通路、提供多元化的創新服務。 然壽險業IT系統多僅以提高效率的自動化為考量，而非重視企業流程的優劣；再加上壽險業近年發展趨勢為保險與投資理財結合、金控或異業合作之跨通路的銷售，形成在商品、通路、服務等的新商業模式與企業流程，對於壽險業IT造成更多的影響。 另外，壽險系統為因應業務快速的改變，開發無數不同平台的系統，擁有許多不同平台的結果就是造成許多獨立的系統。導致IT系統維護上的困難與整合程度的不完整，而系統使用者操作上也因整合的限制，造成作業與流程的不便或效率不彰，最後影響企業的績效。 綜合以上，壽險業IT資訊系統正面臨一個重新思考與設計的迫切時刻，如何運用IT的能力，來創造新的差異化優勢，協助壽險業邁入商品、通路、服務多元化的時代？如何整合不同平台的系統，思考以流程為導向的系統運作模式？本研究期望能從「企業流程管理」(BPM)理論面與技術面的探討，瞭解BPM對壽險業IT發展的影響與幫助，並從實際個案的探討，提出個案公司系統再造的BPM系統架構藍圖與導入步驟之規劃。 / Enterprise model is more complicated as business expanded, so between the service functions and business processes are more complexity. Meanwhile, the insurance companies face the changes and competitions of outside financial environment. They try to make the break through to provide the diversified services and multiple channel strategy; they also try to maintain the position in existing market place. The old IT systems of insurance company consider the systematic automation only and do not emphasis the business processes. Recently the insurance company tendency is to develop products of combined investment and new distribution channels of cross industry. To form, include the products, the channels, the services, a new business model and business process, and to bring of IT systems more impacts. The IT systems of insurance company develop many different platforms in the way of business fast grow. This is the reason why that it is difficult to maintain and integrate the systems. The result causes the ineffectiveness of business process and performance. To make a summary, the IT systems of insurance company are facing a re-thinking critical point. Perform the IT abilities to bring up the difference superiority and to create the new ideal systems to help the insurance company for creating the products, approach and services. This research aims at implementing Business Process Management (BPM), from theory and practices, to understand the impacts and supports of IT development. Finally, try to by the actual cases to search and provide the architecture of system reengineering via implementation of BPM.

網際網路的發展及行動裝置的普及已將電子商務的發展帶往新的競爭環境，傳統企業除須體認技術不斷創新對企業發展的重要性外，舊有的服務必須透過加入更多的附加價值才能夠增加企業的競爭能力，隨著這股電子商務創新風潮演變並延燒到全球，不論是金融業、實體零售業，皆受到這股電子商務創新風潮的影響，而這股創新的風潮甚至可能導致產業革命。企業若要維持市場競爭能力，除了要盡量降低營運成本，提高生產與管理的效率外，還要能夠滿足客戶各種需求，並應隨時檢視傳統營運流程，充份利用科技技術與生產及服務流程整合，來維持企業管理及服務的優勢，然而，電子商務雖有效簡化企業的作業成本，但跨界整合的趨勢卻也對企業發展帶來新的挑戰，因此企業如何透過一套實用的方法來發展或改善及其電子商務流程，並藉由其獨特創新的服務來加強企業的競爭優勢，更是企業當今面臨的重要議題。 然而當今學術界對於流程管理以及電子商務的研究相當多，但把流程管理應用在電子商務流程創新的研究卻相對較少，故本研究探討有關電子商務理論、企業流程管理、企業流程再造、企業流程創新、企業系統規劃、服務品質、關鍵時刻等相關文獻做為基礎，由客戶需求及服務滿意度的觀點，藉由分析及整理相關流程改善的成功關鍵因素，建構一套電子商務流程創新的方法論，以個案來進行行動研究，依據這套方法論的步驟，發掘個案電子商務流程的問題及其可改善的機會，同時藉由內部探討及借鏡外部標竿企業的創新案例，找出個案公司電子商務流程可能的創新機會，並透過理論基礎檢視本方法論的可行性後，證實透過本研究所建構之電子商務流程創新的方法論確實有其參考價值，提供目前正在發展電子商務或即將投入電子商務發展的企業，做為設計其獨特電子商務平台的參考。 / The increasing use of internet and the growing popularity of mobile devices have created a new competitive environment on the Electronic Commerce (EC) platform. Businesses must develop add-on values in services to strengthen the competitiveness. Under the inevitable trend of global EC, not only the retail industry but also financial industry has been highly affected. This Innovative wave may even lead to an industrial revolution. In order to keep the market competitiveness with EC, enterprises would need to shift focus from cost, productivity and operating efficiency to customer needs. Enterprises nowadays are facing the challenges of modifying existing processes and integrated technology to provide customers with most suitable and innovative services. The research objective is to develop a practical methodology to evaluate and redesign the e-business processes of a firm and enhance their competitive advantage. This study investigated concepts and methodologies in e-commerce, business process management, business process reengineering, business process innovation, business systems planning, service quality, and moment of truth. Based on the perspectives of customers’ needs and service satisfaction, the study analyzed and integrated critical success factors of process improvement and process innovation to construct a methodology for e-business process innovation. With an action research process this study tested the proposed methodology on EC processes in a financial institution and discovered e-business process issues and innovation opportunities. The proposed methodology was validated and the feasibility of the methodology was verified by theoretical considerations, and proved to have reference value for enterprises in developing unique innovations in e-business services.

「Ubiquitous」象徵一個概念，意思是「神無所不在」。在資訊科技時代，這個字代表藉由各種資訊產品與網路，可以實現資訊無所不在的理想世界。配合u-Taiwan計畫，我國的U化建設主要是以無線感知、RFID為主的技術來進行。 博物館在數位典藏後所產生的文物底片，目前在管理上大部分還是以人工作業為主，除了耗費人力外，也容易有失誤，若能以RFID技術輔助原本的作業流程，不僅在搜尋或是盤點時都能較準確地找到檔案的位置，在底片進出的控管上也能增進底片檔案管理之準確度，並減低查驗錯誤的可能性。 然而在新科技導入時，若是只考慮科技設備功能，忽略了科技設備與流程整合的話，常常會發生資訊科技不符合實際效用，導致效果不彰的情形。因此，本研究目的在於了解U化實際實施後是否能真正發揮效用，整理出一套評估流程績效之方法，以模式化標準BPMN及作業-單位關係表 (Pool-Lane chart) 等分析評估系統導入後的績效，並嘗試使用於個案N博物館的U化RFID系統之效益評估與分析，以個案結果為基礎來探討RFID為主之U化所帶來的效益。 / The word "Ubiquitous" originated from Latin, which means god is omnipresent. By using various high-tech products and Internet, the concept of ubiquitous world could be realized. In coordination with U-Taiwan project, our government decided to construct the U-infrastructure using Wireless Sensor Network (WSN) and Radio-frequency identification (RFID). Furthermore, RFID has been widely adopted in many fields, including access control management, product tracking management, health care application, museum information and file management, active/passive gallery tours (e.g., optimum guide route, product information). Most museum image archive management is done by hand, including preservation, inventory, loaning and return etc. In addition to consume extra manpower, it's also error-prone. While stocktaking or searching, it's more accurate and easier to locate certain product using RFID. Moreover, by using RFID it also promote the performance and enhance the accuracy of image access control management, and reduce the possibility of error occurrence. However, introducing new technology could also cause other issues because of the impractical lead-in plan. Therefore, through case studies, we want to evaluate the performance of ubiquitous information application using RFID, and choose a museum cultural relics image archive management as our target. Our study analyzes the original operating process using module standardized tools to evaluate the difference in performance after the implementation of RFID.