建構具流程推論能力之電子化文件審核／知識驗證模式－以銀行業信用卡審核為案例

An Internet-Based Document Authentication and Knowledge Validation Model: Authentication of the Credit Card Application

侯建良(Jiang-Liang Hou)；畢威寧(Wei-Ning Pi)；卓弘哲(Hung-Che Chuo)

文件審核 ； 知識驗證 ； 知識管理 ； 流程管理 ； Document Authentication ； Knowledge Validation ； Knowledge Management ； Process Management

管理與系統

11卷3期（2004 / 09 / 01）

339 - 365

繁體中文

現今文件審核與知識驗證作業大多仍以書面方式進行資料審閱與評核，造成資訊傳遞速度緩慢、審核狀態無法即時追蹤等管理缺憾。有鑑於此，本論文乃以網際網路技術為基礎，提出一套電子化文件審核流程推論模式與技術，結合審核文件權限指派機制，將文件審核流程決策整合於電子化文件管理系統中。此一推論模式乃以整合文件內容及審核角色導向之指標進行審核流程推論，文件導向指標乃利用權限群組對應文件關鍵資訊（含文件關鍵字、文件類型）之審核紀錄進行推論；群組導向指標則利用審核群組內員工職等、審核群組於審核流程中之順序趨勢與歷史流程前後關聯等資訊進行推論。透過整合此六項指標，將可提供流程決策者決定流程之初始參考方案。研究中並針對銀行業之產業運作需求，設計一套信用卡文件審核與管理雛形系統。系統之顯著效益乃可減少銀行業相關部門文件審核與處理流程中的紙張成本、降低審核流程決策者之工作負荷，並以電子化解決方案強化審核文件存取與控管效率。在產業電子化的趨勢下，此技術模式可促進文件審核/知識驗證作業與其它電子化解決方案相互整合，進而提升企業體對客戶關係管理之深度。

Traditionally, document authentication or knowledge validation is performed in a paper-based format and consequently results in several shortcomings such as inefficient document flow and authentication status tracking. Based on the current internet technology, this paper presents an internet-based solution for document authentication and knowledge validation. In the proposed solution, the document authentication process can be determined according to the document contents and authority. The corresponding framework, data definition and process model are explored and a prototype system is also implemented to demonstrate the online authentication and status tracking for the credit card business. According to case study, it is ensured that application of the proposed system significantly enhances the efficiency of document accessing, authentication, and status tracking. Moreover, incorporated with the mechanism of security control, different auditing levels can be assigned to ensure the higher system security. Ascribing to the popularity and user-friendly operation of the internet technology, the proposed models and system can be effectively integrated with the existing internet-based solutions adopted by the modern enterprises to efficiently reply and satisfy the miscellaneous customer requests.

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