本文選題：業(yè)務(wù)流程優(yōu)化 + 檔案管理　； 參考：《華南理工大學(xué)》2013年碩士論文

【摘要】：業(yè)務(wù)流程的優(yōu)化是企業(yè)生產(chǎn)運(yùn)作管理中的熱點(diǎn)問題之一，檔案管理服務(wù)外包行業(yè)的興起為相關(guān)研究提供了獨(dú)特的樣本。本文針對(duì)G公司D項(xiàng)目的業(yè)務(wù)流程中存在的問題進(jìn)行優(yōu)化，并為D項(xiàng)目提供了業(yè)務(wù)流程改善方案。通過研究，對(duì)于檔案管理外包服務(wù)行業(yè)的檔案實(shí)體物流管理，客戶關(guān)系管理以及管理信息系統(tǒng)等方面有一定的理論與實(shí)踐意義。 本文首先綜述了國內(nèi)外關(guān)于業(yè)務(wù)流程優(yōu)化的研究現(xiàn)狀，明確了業(yè)務(wù)流程優(yōu)化在公司生產(chǎn)運(yùn)作管理方面的意義，其次通過對(duì)G公司業(yè)務(wù)流程分析，從實(shí)體物流流程、客戶服務(wù)流程與管理信息系統(tǒng)幾個(gè)方面進(jìn)行研究，并結(jié)合國內(nèi)外對(duì)檔案管理以及業(yè)務(wù)流程優(yōu)化研究的相關(guān)理論，，揭示了G公司D項(xiàng)目業(yè)務(wù)流程的現(xiàn)狀，并對(duì)其問題及形成原因進(jìn)行了分析，然后，針對(duì)D項(xiàng)目中存在的問題，運(yùn)用系統(tǒng)化改造法以及DMAIC模型提出了業(yè)務(wù)流程優(yōu)化思路，設(shè)計(jì)出業(yè)務(wù)流程優(yōu)化方案如下：（1）實(shí)體物流流程優(yōu)化、分別從檔案整理、檔案中轉(zhuǎn)、庫房上架三個(gè)檔案管理工作流程環(huán)節(jié)進(jìn)行工作流程設(shè)計(jì)，使員工工作細(xì)節(jié)更加明確，從而提高實(shí)體物流環(huán)節(jié)員工工作效率；（2）優(yōu)化客戶服務(wù)業(yè)務(wù)流程、本文提出要以客戶滿意為中心，化被動(dòng)服務(wù)為主動(dòng)服務(wù)，提高服務(wù)能力和水平；（3）優(yōu)化管理信息系統(tǒng)、植入遠(yuǎn)程調(diào)閱系統(tǒng)，降低實(shí)體物流造成的檔案二次污損率，以達(dá)到提高公司總體運(yùn)營效率的目標(biāo)。最后，在優(yōu)化方案的實(shí)施效果中對(duì)方案進(jìn)行評(píng)價(jià)，確保方案的可行性。 本文研究結(jié)果的意義在于：1、以G公司D項(xiàng)目為研究對(duì)象，豐富了業(yè)務(wù)流程優(yōu)化相關(guān)領(lǐng)域的研究；2、能夠?yàn)镈項(xiàng)目相關(guān)行業(yè)的業(yè)務(wù)流程改善提供參考，也能為其他行業(yè)的業(yè)務(wù)流程優(yōu)化提供策略；3、本研究對(duì)于運(yùn)用到相關(guān)管理信息系統(tǒng)的行業(yè)有一定的參考價(jià)值
[Abstract]:The optimization of business process is one of the hot issues in the production and operation management of enterprises. The emergence of file management service outsourcing industry provides a unique sample for related research. In this paper, we optimize the business process of D project in G Company, and provide a solution to improve the business process for D project. Through the research, it has certain theoretical and practical significance for the archives entity logistics management, customer relationship management and management information system of the archives management outsourcing service industry. This paper firstly summarizes the research status of business process optimization at home and abroad, clarifies the significance of business process optimization in production operation management, and then through the analysis of G company business process, from the physical logistics process, Several aspects of customer service process and management information system are studied, and combined with the related theories of file management and business process optimization at home and abroad, the present situation of D project business process in G Company is revealed. Then, in view of the existing problems in D project, the paper puts forward the idea of business process optimization by using systematic transformation method and DMAIC model. The business process optimization scheme is designed as follows: 1) entity logistics process optimization, respectively from the file arrangement, file transfer, warehouse shelf three file management workflow links to work process design, so that the details of the staff work more clearly. In order to improve the working efficiency of employees in the physical logistics link and optimize the customer service business process, this paper puts forward that we should take customer satisfaction as the center, turn passive service into active service, improve the service ability and level, and optimize the management information system. The remote access system is implanted to reduce the secondary filth rate caused by physical logistics in order to achieve the goal of improving the overall operating efficiency of the company. Finally, the program is evaluated to ensure its feasibility. The significance of the research results in this paper lies in: 1, taking the D project of G Company as the research object, which enriches the research on the related fields of business process optimization, and can provide a reference for the improvement of business process in the D project related industries. It can also provide strategies for business process optimization in other industries. This study has certain reference value for the industry which is applied to the related management information system.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F273

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本文編號(hào)：1820540