當公司/企業為了保存具有操作性或流程性的內部資料/知識時，往往會由操作經驗較為豐富之資深人員將此些內部資料/知識撰寫成標準作業流程（Standard Operating Procedures，SOP），以利相關流程執行者參考並操作該流程作業內容；然而各式文件並非全由同一方式所撰寫，因此容易出現格式不一、內容不齊全、排版過於凌亂等問題。而當後續之相關操作人員在閱讀、理解或學習此些標準作業流程（SOP）之文件內容時，往往因先前提及之問題而無法獲得最正確且完整的資訊，造成操作經驗不足之人員在學習上及員工訓練上的困難度提高。為解決上述問題，本研究乃先透過網路上非結構化之流程相關文件分析流程文件之基本內容特徵，以了解此些流程相關內容之基本架構及其內容特徵，之後將此些內容特徵之表達結構分類，再依據前述結果發展一套三階段之「標準作業流程文件品質判定」之方法論，分別是「流程文件內容段落判定」階段、「流程文件內容特徵擷取」階段與「流程文件內容品質判定與改善建議」階段。藉由上述方法，公司/企業可利用本研究發展之方法在撰寫標準作業流程（SOP）時即對內容之完整度做評分判斷，對其品質把關，以協助公司/企業維護內部資料及知識的品質，縮短複雜繁瑣的資料確認過程並提高作業效率。

As a company wants to maintain the operational information or knowledge, the knowledge is usually represented as Standard Operating Procedures (SOP). However, the procedure documents are not always represented in the same forma. As a result, it is often difficult for the operator to acquire the contents from the procedure documents. To solve the above problems, this study analyzes the key characteristics and structure of the unstructured procedure documents. After that, this study develops a three-stage methodology for procedure quality evaluation. Based on the proposed methodology, the company can efficiently evaluate the completeness of procedure documents in order to effectively maintain the operational knowledge.

摘要 I
ABSTRACT II
圖目錄 V
表目錄 VI
第一章、研究背景 1
1.1研究動機與目的 1
1.2研究步驟 5
1.3研究定位 8
第二章、文獻回顧 10
2.1流程文件建構 10
2.1.1依標準化架構建構之流程文件 10
2.1.2依操作實驗結果建構之流程文件 14
2.1.3依圖示輔助建構之流程文件 21
2.2流程指令設計 24
2.2.1「以流程設計因子進行流程指令設計」 24
2.2.2「以製程模擬進行流程指令設計」 28
2.2.3「以數學方法進行流程指令設計」 33
2.3流程文件品質判定及視覺化 37
2.4小結 42
第三章、以內容特徵為基礎之流程文件品質判定模式 44
3.1現行流程文件內容解析 46
3.1.1流程文件內容特徵釐清 46
3.1.2各特徵表達結構分析 61
3.2流程文件關鍵詞彙擷取 70
3.3流程文件步驟單元判定 84
3.3.1建構流程文件步驟單元擷取合理化模型 85
3.3.2步驟單元擷取合理化之最佳化模型求解推論 92
3.4流程文件品質判定與改善建議 100
第四章、模式績效驗證與分析 107
4.1模式驗證方式說明 107
4.2模式驗證結果分析 109
第五章、結論與未來展望 127
5.1論文總結 127
5.2未來展望 129
參考文獻 131
附錄A、驗證資料說明 136
附錄B、模式於第二階段各週期之績效驗證結果 183
附錄C、「流程文件結構視覺化」議題之問卷設計 202

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