本章首先理清了在当前研究中模糊的社会化业务流程管理的定义,将社会化业务流程管理定义为:利用社交媒体、社交网络等社会化技术来控制企业内外部的利益相关者参与到业务流程管理的生命周期中,以提高业务流程管理的效率。其次从业务流程管理生命周期的角度描述了当前研究中社会化业务流程管理的研究现状,得出当前大部分研究集中在社会化业务流程管理的设计和实施阶段,对配置和评价阶段的研究则相对较少的结论。然后对当前的研究主题进行了一个较为全面的包含所有主题的分类,分为与社会化业务流程管理定义相关的概念、融合社会化技术与业务流程管理的方法、实证研究三类,并将当前的所有研究都归类到这三个大类下。最后讨论了社会化业务流程管理所面临的挑战,包括用户激励、用户培训、语义整合、用户授权、处理信息过载、保证模型质量、流程柔性等。

虽然当前已经有大量文献对社会化业务流程管理进行了较为广泛的研究,但还存在以下局限。

(1)从融合社会化技术和业务流程管理方法的角度看,当前研究所提出的融合社会化技术与业务流程管理的方法中,大部分是针对在传统业务流程管理生命周期的特定阶段(如设计阶段)。仅将社会化技术引入进行扩展,依然较难克服传统业务流程管理存在的建模和实施之间的差距。当前研究中所提出的融合方法在业务流程管理的生命周期中,大部分是关于利用社会化技术改善业务流程管理的设计阶段和实施阶段,对配置阶段和评价阶段则涉及较少。

(2)从研究方法的角度看,在社会化业务流程管理的研究中,实证研究较为缺乏。当前研究提出了许多将社会化技术应用于传统业务流程管理的好处、缺点以及所面临的挑战和威胁,但无论是对于社会化业务流程管理的优点还是缺点,大多数文献只是进行理论上的论述,只有一篇文献用实证研究的方法加以说明,其他研究只是停留在概念层面,缺乏实证检验。并且对于所提出的社会化业务流程管理目前面临的挑战,较少研究提到如何去克服这些挑战和威胁。目前对该领域的研究大部分是概念性的研究,提出一些融合社会化技术与业务流程管理的方法和理论,但是对现实中实际存在的社会化业务流程管理平台或系统的整体研究很少。因此在将来,对社会化业务流程管理的研究应该更多地倾向于与企业或政府相结合的社会化业务流程管理平台的实证研究,以实际的平台来论述社会化业务流程管理的不足、优点或面临的挑战。

(3)从研究的主题来看,研究主题的内容较为分散,缺少一个较为全面的系统框架和统一的概念定义。当前社会化业务流程管理的研究依旧处于一个快速发展的初级阶段,国外的研究也主要是围绕概念等基础研究,国内相关研究较为缺乏。大量涌现的概念研究,使得研究者虽然对社会化业务流程管理有一个较为统一的认识,但却缺少一个统一的概念定义,也缺少一个能够对后续的研究进行指导的较为成熟明确的主题研究框架。

由于当前对社会化业务流程管理的研究年限较短,研究中的文章数量也比较少,并且国内对社会化业务流程管理研究的起步较晚,文章更少,导致研究社会化业务流程管理的中文文献缺乏,这使本章的综述存在一定限制,对社会化业务流程管理领域的分类也可能不是很全面,提出的分类观点也可能存在一些不足。社会化业务流程管理研究处于初级阶段的特点,恰好吸引了广大业务流程管理研究者去探索和创新,丰富此研究领域的内容。随着互联网的蓬勃发展,未来的研究必定能够将更多互联网相关理论应用于企业的业务流程管理,以提高企业流程管理的效率。为了弥补当前研究缺乏实证研究的局限,我们提倡在未来的研究中加强与社会化业务流程管理相关的实证研究。

【注释】

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