【摘要】：隨著中國市場經(jīng)濟的不斷發(fā)展和對外開放的不斷深入，越來越多的中國企業(yè)參與到了激烈的國際市場競爭中。對于現(xiàn)代企業(yè)而言，成本領(lǐng)先、技術(shù)領(lǐng)先以及品牌優(yōu)勢已經(jīng)無法確保企業(yè)的強勢地位，如何提高企業(yè)的運作效率，建立良好的外部關(guān)系已經(jīng)成為影響企業(yè)發(fā)展的關(guān)鍵因素，流程優(yōu)化和流程再造在此背景下應(yīng)運而生。E公司是一家服務(wù)型制造企業(yè)，早在2003年便開始大力發(fā)展服務(wù)銷售業(yè)務(wù)，，目前服務(wù)銷售業(yè)務(wù)每年的銷售額約占公司每年總銷售額的10%，比重較低，在制約服務(wù)銷售業(yè)務(wù)發(fā)展的多種因素中，相對滯后的服務(wù)業(yè)務(wù)流程是其中較突出的因素之一。 本論文首先闡述了流程優(yōu)化理論的發(fā)展、方法和應(yīng)用情況。然后以E公司的服務(wù)業(yè)務(wù)作為研究對象，對E公司的行業(yè)背景及服務(wù)業(yè)務(wù)現(xiàn)狀和問題進行了介紹，并通過對E公司的客戶滿意度調(diào)查結(jié)果和業(yè)務(wù)流程現(xiàn)狀調(diào)查結(jié)果進行分析，利用流程圖、ASME、魚骨圖等方法對E公司服務(wù)業(yè)務(wù)的主要流程進行了深入的分析。接著根據(jù)分析結(jié)果，利用ESEIA等方法對上述流程及流程配套進行了優(yōu)化。最后介紹了E公司服務(wù)業(yè)務(wù)流程優(yōu)化的實施技巧和效果。 本文在解決E公司服務(wù)業(yè)務(wù)流程的實際問題的同時，對業(yè)務(wù)流程優(yōu)化的相關(guān)理論進行了實踐，為其他企業(yè)，尤其是服務(wù)型制造企業(yè)實施業(yè)務(wù)流程優(yōu)化提供了參考和借鑒。
[Abstract]:With the continuous development of China's market economy and the deepening of opening to the outside world, more and more Chinese enterprises are participating in the fierce international market competition. For modern enterprises, cost leading, technology leading and brand advantage can no longer ensure the strong position of enterprises. How to improve the operation efficiency of enterprises and establish good external relations have become the key factors that affect the development of enterprises. Process optimization and process reengineering came into being under this background. E Company is a service-oriented manufacturing enterprise, which began to develop its service sales business as early as 2003. At present, the annual sales of service sales account for about 10% of the total annual sales of the company, the proportion is relatively low. Among the various factors restricting the development of service sales, the relatively lagging service business process is one of the more prominent factors. Firstly, the development, method and application of the theory of process optimization are described in this paper. Then taking the service business of E company as the research object, the paper introduces the background of E company, the current situation and problems of service business, and analyzes the survey results of customer satisfaction and business process of E company. The flow chart and ASME, fish bone chart are used to analyze the main service flow of E Company. Then, according to the analysis results, the ESEIA method is used to optimize the above flow and flow matching. Finally, the implementation skills and effect of E company service business process optimization are introduced. While solving the practical problems of service business process of E Company, this paper has carried on the practice to the related theory of business process optimization, which has provided the reference and reference for other enterprises, especially the service manufacturing enterprise to implement the business process optimization.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F274;F425

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