Submitted by Aelson Maciera (aelsoncm@terra.com.br) on 2017-08-07T19:09:22Z No. of bitstreams: 1 DissCLG.pdf: 1961386 bytes, checksum: 4f4c104b8de66d6468ef02dfd76b6148 (MD5) / Approved for entry into archive by Ronildo Prado (ronisp@ufscar.br) on 2017-08-09T13:23:40Z (GMT) No. of bitstreams: 1 DissCLG.pdf: 1961386 bytes, checksum: 4f4c104b8de66d6468ef02dfd76b6148 (MD5) / Approved for entry into archive by Ronildo Prado (ronisp@ufscar.br) on 2017-08-09T13:23:47Z (GMT) No. of bitstreams: 1 DissCLG.pdf: 1961386 bytes, checksum: 4f4c104b8de66d6468ef02dfd76b6148 (MD5) / Made available in DSpace on 2017-08-09T13:29:14Z (GMT). No. of bitstreams: 1 DissCLG.pdf: 1961386 bytes, checksum: 4f4c104b8de66d6468ef02dfd76b6148 (MD5) Previous issue date: 2017-04-07 / Não recebi financiamento / The practices of Continuous Improvement (CI) and the Innovation of products and processes get competitive advantage for organizations, in relation to competitors, whether in positioning by low cost or differentiation strategy. These practices need to be managed and integrated in order to ensure, in the long run, the desired results. Although seen as significant for the strategic goals of the organization, often are managed independently and with different goals. There is little consensus in the literature if the use of Continuous Improvement Practices has positive or negative impact on the processes and outcomes of Innovation in firm. However, are observed recurring statements about the necessity of coexistence and integration of CI programs and Practices and Innovation. There is interest in examining what existing relations in the context of organizations that make it possible to identify whether a greater intensity of use of CI practices influences the perceived performance in innovation of products and processes. In order to analyze the possible relations, the study was conducted by survey on a sample of 102 companies of Auto parts, Pharmaceuticals, Electric-Electronics appliances the State of São Paulo in Brazil. The sample data were analyzed by descriptive and multivariate statistical methods (cluster analysis). The descriptive analysis showed significant evidence on integration relations between CI and Product and process innovation, as well as, the IC contribution in creating a fertile environment for Innovation. Multivariate analyzes revealed existence of associations between the intensity of use of IC practices and perceived performance in Innovation, mainly in processes. The findings contribute to a better understanding of the topic and management application in organizations, besides indicating opportunities for further studies. / As práticas de Melhoria Contínua (MC) e de Inovação de produtos e processos geram vantagem competitiva para as organizações, seja em posicionamento por baixo custo ou em estratégia de diferenciação. Essas práticas precisam ser gerenciadas e integradas de forma a assegurar, no longo prazo, os resultados desejados. Apesar de vistas como significativas para os resultados estratégicos da organização, muitas vezes são gerenciadas de forma independente e com objetivos distintos. Há pouco consenso na literatura sobre se o uso de práticas de Melhoria Contínua tem impacto positivo ou negativo nos processos e resultados de Inovação nas empresas. Entretanto, são observadas afirmações recorrentes sobre a necessidade de coexistência e integração das práticas e programas de MC e da Inovação. Há interesse em analisar quais as relações, existentes no âmbito das organizações, que possibilitam identificar se uma maior intensidade de uso das práticas de MC influencia o desempenho percebido em Inovação de produtos e processos. Com o intuito de analisar as possíveis relações, foi conduzida uma pesquisa survey em uma amostra de 102 empresas industriais dos setores de Autopeças, Farmacêutico e Eletro-Eletrônico do Estado de São Paulo. Os dados obtidos foram analisados por métodos estatísticos descritivos e multivariados (análise de cluster). As análises descritivas de dados mostraram evidências significativas sobre as relações de integração entre a MC e a Inovação de produtos e processos, bem como, a contribuição da MC na criação de um ambiente propício a Inovação. As análises multivariadas revelaram a existência de associações entre a intensidade de uso de práticas de MC e o desempenho percebido em Inovação, principalmente em processos. Os resultados contribuem para uma melhor compreensão sobre o tema e aplicação gerencial nas organizações, além de indicar oportunidades de desdobramentos para pesquisas futuras.

A inovação exerce importância no negócio das empresas, compreende diferentes aspectos e contribui de formas diversas para o seu crescimento e desenvolvimento. Dentre os aspectos que podem ser levados em consideração para as inovações estão os aspectos internos relacionados com o contexto da organização e os aspectos externos que envolvem todo o ambiente em que a organização está inserida. Acredita-se que estes aspectos exercem influência tanto na decisão para o desenvolvimento das inovações quanto para a aplicação dos produtos ou processos de inovação no mercado. Este estudo teve como objetivo identificar como e porque as inovações emergem na cadeia produtiva da maçã brasileira e quais os resultados obtidos a partir das inovações implementadas nos segmentos produtores e packinghouses. Os procedimentos metodológicos empregados têm como estratégia de pesquisa o estudo de caso, o qual foi efetivado através das abordagens qualitativa e quantitativa de pesquisa. Em relação aos objetivos o estudo teve caráter exploratório, descritivo e explicativo. A etapa qualitativa foi executada através da pesquisa exploratória com especialistas da cadeia produtiva da maçã brasileira para identificar as inovações que foram implementadas e também para classificá-las de acordo com o encadeamento do anel tetralógico. Dentre os principais resultados obtidos ressalta-se a identificação dos aspectos que compuseram o framework e serviram de norteador para a realização da pesquisa qualitativa. Destaca-se também o encadeamento obtido entre os aspectos identificados de forma empírica e a junção com as teorias utilizadas, em especial os pressupostos de Edgar Morin, através da teoria da complexidade. A etapa quantitativa foi efetivada através do método estatístico, por meio da análise fatorial, cuja análise apresentou a identificação dos resultados que as inovações apresentam para os fatores sociais, econômicos, organizacionais, políticos e mercadológicos na amostra de produtores e packing-houses da cadeia produtiva da maçã brasileira definidas para esta investigação. Na análise quantitativa merece destaque a apresentação através de estatística descritiva da caracterização das amostras, bem como os processos de inovação que cada amostra tem implementado. A análise fatorial permitiu a apresentação das variáveis destacadas para cada fator nas quatro amostras (produtores e packing-houses de Santa Catariana e Rio Grande do Sul) individualmente e também para toda a cadeia incluindo as quatro amostras. Através da análise de regressão múltipla identificou-se a percepção sobre o impacto das inovações para toda cadeia produtiva da maçã brasileira, incluindo os produtores e packing-houses dos estados de Santa Catarina e Rio Grande do Sul. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-04-25T19:25:44Z No. of bitstreams: 1 Tese Marcia Rohr da Cruz.pdf: 2558047 bytes, checksum: 714824fb7f0fdc80f826cdc4a5231130 (MD5) / Made available in DSpace on 2014-04-25T19:25:44Z (GMT). No. of bitstreams: 1 Tese Marcia Rohr da Cruz.pdf: 2558047 bytes, checksum: 714824fb7f0fdc80f826cdc4a5231130 (MD5) / Innovation plays importance in business enterprises, comprises different aspects and contributes in different ways to their growth and development. Among the aspects that can be considered for the innovations are the internal aspects related to the context of the organization and external aspects that involve the whole environment in which the organization operates. It is believed that these aspects influence both the decision for the development of innovations in the application for product or process innovation in the market. This study aimed to identify how and why innovations emerge in the productive chain of Brazilian apples and what the results obtained from the innovations implemented in the sectors producing and packing houses. The methodological procedures have employed as a research strategy case study, which was effected by means of qualitative and quantitative approaches to research. In relation to the objectives the study had an exploratory, descriptive and explanatory. The qualitative analysis was performed through exploratory research with experts in the productive chain of Brazilian apples to identify innovations that have been implemented and also to classify them according to the chain ring tetralogical. Among the main results emphasize the identification of aspects that compose the framework and provided a guideline for conducting qualitative research. Also noteworthy is the chain obtained among those identified empirically and the junction with the theories used, in particular the assumptions of Edgar Morin, by complexity theory. The quantitative stage was effected through the statistical method, by means of factor analysis, which analysis showed identification results show that the innovations to the social, economic, organizational, political and market in the sample of producers and packing-houses of the production chain Brazilian apple defined for this investigation. The quantitative analysis deserves the presentation through descriptive statistics of the characterization of the samples, as well as the processes of innovation that each sample has implemented. A factor analysis of the presentation highlighted variables for each factor in the four samples (producers and packing houses of Santa Catarina and Rio Grande do Sul) individually and for the entire chain including the four samples. Through multiple regression analysis identified the perception of the impact of innovations for the entire production chain of Brazilian apples, including growers and packing houses in the states of Santa Catarina and Rio Grande do Sul.

The objective of the study was to quantify the evolving scope of quality management as practiced in a sample of companies in South Afiica, and to correlate this with corporate profitability. The empirical data in this study suggests that a more extensive scope of application and practice of quality management and related management practices is related to better organisational profitability. The significant correlations which were demonstrated are: • A focus on results by companies is inversely correlated with Operating Profit Margin. • Quality training, employee communications and internal coordination correlates positively with Net Profit Margin. • The rigorous use of quality standards correlates positively with Net Profit Margin. • Quality control and monitoring correlates positively with Return on Equity. Recommendations flowing from this study include that a broader paradigm of quality management is required, expressed as an integrated model for innovation and change which is holistic rather than fragmented. / Economics / M. Com. (Business Economics)

A inovação exerce importância no negócio das empresas, compreende diferentes aspectos e contribui de formas diversas para o seu crescimento e desenvolvimento. Dentre os aspectos que podem ser levados em consideração para as inovações estão os aspectos internos relacionados com o contexto da organização e os aspectos externos que envolvem todo o ambiente em que a organização está inserida. Acredita-se que estes aspectos exercem influência tanto na decisão para o desenvolvimento das inovações quanto para a aplicação dos produtos ou processos de inovação no mercado. Este estudo teve como objetivo identificar como e porque as inovações emergem na cadeia produtiva da maçã brasileira e quais os resultados obtidos a partir das inovações implementadas nos segmentos produtores e packinghouses. Os procedimentos metodológicos empregados têm como estratégia de pesquisa o estudo de caso, o qual foi efetivado através das abordagens qualitativa e quantitativa de pesquisa. Em relação aos objetivos o estudo teve caráter exploratório, descritivo e explicativo. A etapa qualitativa foi executada através da pesquisa exploratória com especialistas da cadeia produtiva da maçã brasileira para identificar as inovações que foram implementadas e também para classificá-las de acordo com o encadeamento do anel tetralógico. Dentre os principais resultados obtidos ressalta-se a identificação dos aspectos que compuseram o framework e serviram de norteador para a realização da pesquisa qualitativa. Destaca-se também o encadeamento obtido entre os aspectos identificados de forma empírica e a junção com as teorias utilizadas, em especial os pressupostos de Edgar Morin, através da teoria da complexidade. A etapa quantitativa foi efetivada através do método estatístico, por meio da análise fatorial, cuja análise apresentou a identificação dos resultados que as inovações apresentam para os fatores sociais, econômicos, organizacionais, políticos e mercadológicos na amostra de produtores e packing-houses da cadeia produtiva da maçã brasileira definidas para esta investigação. Na análise quantitativa merece destaque a apresentação através de estatística descritiva da caracterização das amostras, bem como os processos de inovação que cada amostra tem implementado. A análise fatorial permitiu a apresentação das variáveis destacadas para cada fator nas quatro amostras (produtores e packing-houses de Santa Catariana e Rio Grande do Sul) individualmente e também para toda a cadeia incluindo as quatro amostras. Através da análise de regressão múltipla identificou-se a percepção sobre o impacto das inovações para toda cadeia produtiva da maçã brasileira, incluindo os produtores e packing-houses dos estados de Santa Catarina e Rio Grande do Sul. / Innovation plays importance in business enterprises, comprises different aspects and contributes in different ways to their growth and development. Among the aspects that can be considered for the innovations are the internal aspects related to the context of the organization and external aspects that involve the whole environment in which the organization operates. It is believed that these aspects influence both the decision for the development of innovations in the application for product or process innovation in the market. This study aimed to identify how and why innovations emerge in the productive chain of Brazilian apples and what the results obtained from the innovations implemented in the sectors producing and packing houses. The methodological procedures have employed as a research strategy case study, which was effected by means of qualitative and quantitative approaches to research. In relation to the objectives the study had an exploratory, descriptive and explanatory. The qualitative analysis was performed through exploratory research with experts in the productive chain of Brazilian apples to identify innovations that have been implemented and also to classify them according to the chain ring tetralogical. Among the main results emphasize the identification of aspects that compose the framework and provided a guideline for conducting qualitative research. Also noteworthy is the chain obtained among those identified empirically and the junction with the theories used, in particular the assumptions of Edgar Morin, by complexity theory. The quantitative stage was effected through the statistical method, by means of factor analysis, which analysis showed identification results show that the innovations to the social, economic, organizational, political and market in the sample of producers and packing-houses of the production chain Brazilian apple defined for this investigation. The quantitative analysis deserves the presentation through descriptive statistics of the characterization of the samples, as well as the processes of innovation that each sample has implemented. A factor analysis of the presentation highlighted variables for each factor in the four samples (producers and packing houses of Santa Catarina and Rio Grande do Sul) individually and for the entire chain including the four samples. Through multiple regression analysis identified the perception of the impact of innovations for the entire production chain of Brazilian apples, including growers and packing houses in the states of Santa Catarina and Rio Grande do Sul.

Abstract The purpose of this thesis is to examine the role of learning and the constituents of learning in creating process innovations and realizing organizational change. Organizational learning was studied and the data was collected in process development projects, in which process simulations were used as a development method for process innovations and change. The empirical research was carried out mainly in 1988–2001. In this thesis, the results of those studies are reflected on, together with the recent literature related to organizational learning theories in the context of process innovations and management of change. Specifically, the concepts of learning enablers, learning outcomes (intangible/tangible), learning paths, and their relationships are studied. Qualitative longitudinal action research with case studies and abductive reasoning are used as the research methods throughout this thesis. The data consists of 34 cases and 99 process simulations in 12 different industries and varies from large core processes to support processes. The case organizations were mainly Finnish companies with Finns as the majority of participants. One case organization was from Switzerland, and in five cases, multicultural groups participated in the process simulations. In each project, process simulations were used at least once during a change project, in some cases even five to eight times. The data analysis proceeded in an abductive manner throughout the included five articles, and the findings are summarized based on the research questions. The theoretical contribution of this thesis is fourfold. The findings give new understanding 1) about learning enablers, their relationships to each other and influence on learning and process innovations, 2) about the role of intangible and tangible learning outcomes in individual and organizational learning processes and 3) about learning paths in process innovations and related change processes. The thesis also defines 4) a model for effective learning processes in change projects concerning process innovations. The contribution in the practical and managerial context should be applicable field of North and West European commercial organizations. This thesis highlights individual and organizational learning in the creation of process innovations, and it also defines the features of an effective development method for creating and implementing process innovations. / Tiivistelmä Tämän väitöskirjan tarkoituksena on tutkia organisaation oppimisen ja sen eri osatekijöiden roolia prosessi-innovaatioiden luomisessa ja muutoksen aikaansaamisessa organisaatiossa. Organisaation oppimista tutkittiin ja aineisto kerättiin prosessien kehittämisprojekteissa, joissa prosessisimulaatioita käytettiin prosessi-innovaatioiden menetelmänä. Tutkimuksen aineisto kerättiin pääsiassa vuosien 1988–2001 aikana. Tässä väitöskirjassa näitä tuloksia analysoidaan vallitsevien organisaatio-oppimisen teorioiden valossa prosessi-innovaatioiden ja muutoksen johtamisen asiayhteydessä. Erityisesti tutkitaan oppimisen mahdollistajia, oppimisen tuloksia (aineettomia/aineellisia), oppimisen polkuja ja kaikkien näiden keskinäisiä suhteita. Tutkimusmenetelmänä on käytetty laadullista pitkittäistä toimintatutkimusta tapaustutkimuksineen ja abduktiivisine päättelyineen. Aineisto koostuu 34 tapaustutkimuksesta ja 99 prosessisimulaatiosta, jotka toteutettiin 12 eri toimialalla, ja vaihtelevat ydinprosesseista tukiprosesseihin. Suurimmaksi osaksi tapausorganisaatiot olivat suomalaisia yrityksiä, ja yksi tapausorganisaatio oli sveitsiläinen. Projektiryhmät olivat pääasiassa suomalaisia, mutta monikulttuurinen ryhmä osallistui prosessisimulointiin viidessä tapaustutkimuksessa. Jokaisessa projektissa prosessisimulointia käytettiin ainakin kerran muutosprojektin aikana, joissakin tapauksissa jopa viidestä kahdeksaan kertaan. Väitöskirjan viiden artikkelin aineiston analysointi suoritettiin abduktiivisen päättelyn periaattein, ja tutkimuksen tulokset esitetään tutkimuskysymysten mukaisesti. Tutkimuksen teoreettinen tulos kohdistuu neljään osa-alueeseen. Tulokset lisäävät ymmärrystä 1) oppimisen mahdollistajista, niiden suhteesta toisiinsa ja vaikutuksesta oppimiseen ja prosessi-innovaatioihin, 2) aineettomien ja aineellisten oppimistulosten roolista yksilön ja organisaation oppimisprosesseissa, ja 3) prosessi-innovaatioiden ja niihin liittyvien muutosprosessien oppimisen poluista. Tutkimus myös määrittelee 4) prosessi-innovaatioita koskevien muutosprojektien oppimista korostavan mallin. Tutkimuksen tuloksia voitaneen soveltaa Pohjois- ja Länsi-Euroopan yritysmaailmassa. Tutkimus korostaa yksilön ja organisaation oppimisen merkitystä prosessi-innovaatioiden luomisessa ja lisäksi se määrittelee vaikuttavan prosessi-innovaatioiden kehittämisen ja käyttöönoton menetelmän piirteet.

Determinantes y beneficios de las actividades de innovación que trascienden las fronteras organizativas: Estudios empíricos de un panel de empresas españolas Tesis Doctoral Sean Kask Las empresas se relacionan cada vez más con agentes que se encuentran fuera de sus fronteras organizativas con el objetivo de desarrollar innovaciones tanto de productos como de procesos. Los tres estudios empíricos que componen esta tesis exploran los determinantes y beneficios de las actividades de innovación orientadas hacía el exterior. En los tres estudios se estiman diferentes modelos econométricos basados en un panel de empresas españolas. El primer estudio investiga los factores que determinan que las empresas manufactureras elijan entre el desarrollo interno, la colaboración o el desarrollo externo como estrategia para el desarrollo de nuevos productos. A partir de constructos derivados de la teoría de los costes de transacción, la visión basada en recursos y la teoría de la organización industrial, los resultados destacan las diferencias existentes entre la colaboración y la contratación como modos de gobernanza de la innovación. En primer lugar, los resultados muestran que la incertidumbre de mercado tiende a llevar a las empresas a la colaboración pero no al desarrollo externo; mientras que las empresas son más proclives a colaborar bajo condiciones de incertidumbre tecnológica. En segundo lugar, los resultados ponen de manifiesto una relación en forma de U-invertida entre la capacidad de I+D de la empresa y la probabilidad de colaborar (en comparación con el desarrollo interno) y una relación negativa con la adquisición externa, reflejando una tensión entre el 'efecto de la necesidad' de encontrar fuentes externas de innovación cuando la capacidad interna es baja, y el 'efecto de la complementariedad' entre estas capacidades internas y la aptitud para beneficiarse de estas fuentes externas. / Kask ., ST. (2011). DETERMINANTS OF AND RETURNS TO INNOVATION ACTIVITIES WHICH SPAN ORGANIZATIONAL BOUNDARIES: EMPIRICAL STUDIES ON A PANEL OF SPANISH FIRMS [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/14574 / Palancia

Diplomová práce je zaměřena na měření efektivnosti procesních inovací ve společnosti Red Hat Czech s.r.o. Práce je rozdělena do tří částí. První část práce se zabývá teoretickými poznatky. Ve druhé části se jedná o představení společnosti a pochopení interních procesů a systémů firmy. Poslední část obsahuje návrhy na zlepšení tohoto projektu, které vychází z analýzy současné situace společnosti.

Bakgrund: Fastighetsbranschen klassificeras som en stabil bransch med fastigheter som fortsatt kommer behöva driftas och förvaltas, vilket har lett till få incitament att driva innovation i branschen. Spridningen av innovationer i branschen utgör en brist, även om tillgänglighet av innovationsmöjligheter finns. Medvetenhet om nödvändigheten av innovation inom fastighetsbranschen har dock ökat under de senaste decennierna, vilket har lett till att fastighetsbolagen gjort satsningar på att driva innovation i högre grad. Innovationsarbetet i fastighetsbranschen påverkas av flera externa och interna faktorer. Här råder det en kunskapslucka, då innovationsprocessen i fastighetsbranschen inte är tillräckligt studerat.   Syfte och Frågeställningar: Studiens syfte är att med hjälp av en komparativ studie utforska skillnader och likheter i olika fastighetsbolags innovationsarbete. För att besvara detta syfte har följande frågeställningar använts: “Vad är drivkraften till innovation för fastighetsbolagen inom branschen?” samt “Hur ser processen ut för innovationsskapande för aktörer inom fastighetsbranschen och finns det några skillnader samt likheter?”  Metod: Denna kvalitativa studie har en abduktiv ansats eftersom studiens teoretiska ramverk har utformats utifrån förintervjuer och en litteraturstudie. Empiriska data har samlats in genom primärdata i form av semistrukturerade intervjuer med fem olika fastighetsbolag vilka sedan har analyserats med en tematisk analysmetod.  Slutsats: Vad som driver innovation inom branschen visade sig vara följande områden: omvärldsanalys, hållbarhet, kunder, samarbeten samt intern vilja och drivkraft. Processen för innovationsskapande för de olika bolagen ser olika ut och processerna är individuella för bolagen. Bolagen har flertalet likheter i sina innovationsprocesser med tanke på medarbetarnas involvering, pilotprojekt och hur de mäter om en innovation har uppnått sitt syfte. Olikheter i processerna grundar sig ofta i initiativet till varför bolaget bedriver innovation och hur innovationsprocessen startas. Studien tyder på att de finns olika samarbets-nätverk kopplat till innovation. Samarbetet inom branschen är en viktig komponent i bolagens innovationsprocess och driver innovation i branschen. Ur intervjudatan framkommer det att hinder för branschen framför allt är den stora kapitalintensiteten och att incitament till innovation saknas på grund av den stabila konjunkturen i branschen. / Introduction: The real estate industry classifies as a stable industry with properties that will still need to be operated and managed, which led to few incentives to drive innovation in the industry. The spread of innovations in the industry constitutes a deficiency, even though there is an availability of innovation opportunities. Awareness of the necessity of innovation in the real estate industry has increased in recent decades which has led real estate companies to make efforts in pursuing innovation to a greater degree. The innovation work in the real estate industry is affected by several external and internal factors. There is a knowledge gap here because the innovation process in the real estate industry has not been sufficiently studied.   Purpose and research questions: The purpose of the thesis is to explore differences and similarities in the innovation work of different real estate companies through a comparative study. To answer this purpose, the research questions used are: “What are the driving forces for innovation for real estate companies in the industry?” and “What does the process look like for innovation creation for players in the real estate industry and are there any differences and similarities?”.   Method: This qualitative study has an abductive approach, which has meant that the study has designed a theoretical frame of reference based on preliminary interviews and a literature review. This qualitative study has an abductive approach. The empirical data has been collected through primary data in the form of semi-structured interviews with five different real estate companies which then have been analysed using a thematic analysis method.   Conclusion: What drives innovation in the industry turned out to be the following areas: external analysis, sustainability, customers, collaborations, and internal will and drive. The process of creating innovation for the different companies looks different and the processes are individual for the companies. The companies have several similarities in their innovation processes in terms of employee involvement, pilot projects, and how they measure whether an innovation has achieved its purpose. Differences in the processes are often based on the initiative for why the company conducts innovation and how the innovation process is started. The study indicates that there are various collaborative networks linked to innovation. Collaboration in the industry is an important component in the companies' innovation process and drives innovation in the industry. The interview data shows that obstacles for the industry are primarily the large capital intensity and that incentives for innovation are lacking due to the stable economic situation in the industry.

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.

This is a study of innovation in Knowledge Intensive Business Services (KIBS) and the impact innovation has on employment. The thesis relies on theories within the fields of "innovation in services", in particular KIBS, and "innovation and employment", taking as its point of departure the taxonomy of product and process innovation. The thesis is based on a discussion of innovation in services with a focus on how innovation in services may be understood and delineated. A long discussion is dedicated to the taxonomy of product and process innovation and the extent to which these concepts may be applicable to innovation in services. The thesis also scrutinises the concept of KIBS and how this can be defined. It further discusses features commonly associated with KIBS firms. The thesis is also rooted in the broader issue of innovation as a creator and destroyer of employment and makes a contribution in applying these issues to service sectors. The empirical part of the thesis builds on a database compiled for the research project, comprised of 967 Swedish KIBS firms. The database covers issues of innovation, employment and characteristics of the firm. The findings indicate that innovation was common in Swedish KIBS firms and that innovations often had an impact on employment. However, the thesis did not detect a straightforward relation between type of innovation (technological process innovation, organisational process innovation, goods product innovation and service product innovation) and the impact on employment. Explanations other than type of innovation have to be considered to analyse the impact of innovation on employment. The thesis further suggests that although innovation in KIBS is common, innovation itself is difficult to conceptualise and delineate.