本文選題：利益相關(guān)者　切入點：關(guān)系　出處：《北京理工大學》2015年碩士論文　論文類型：學位論文

【摘要】：本文基于對日常生活中問題的發(fā)現(xiàn)以及對自己兩年來研究方向的理解，，受到參與過的多個實際項目的啟發(fā)，原創(chuàng)完成本文的理論研究與設(shè)計提案。關(guān)注到在購物形式空前豐富的當今社會，作為都市百姓生活重要組成部分的大型超市存在諸多問題，每逢購物高峰大型超市的收銀處總是排起長長的隊伍，結(jié)算環(huán)節(jié)已然成為超市購物流程中的最大痛點。此時急需設(shè)計師介入，通過設(shè)計解決大型超市服務(wù)流程以及收銀環(huán)節(jié)的問題以提高整體購物體驗，使以大型超市為主的實體零售行業(yè)可以順應(yīng)時代的進步。 設(shè)計要“以人為本”。在很多實際設(shè)計案例中“人”不是單一的個體而是多個對象，設(shè)計師要基于人與人的關(guān)系去完成設(shè)計。利益相關(guān)者關(guān)系的相關(guān)理論正是一種可以幫助設(shè)計師宏觀、全面了解系統(tǒng)內(nèi)外會影響到系統(tǒng)或受系統(tǒng)影響的個人或群體的理論。受個人興趣和導師影響等因素，作者將利益相關(guān)者相關(guān)的理論知識結(jié)合自己的理解，應(yīng)用在設(shè)計中解決實際的問題，多角度地考慮設(shè)計中“人”的要素，使設(shè)計結(jié)果盡量做到思考全面。 本文的研究步驟可以歸納為“基于理論進行設(shè)計實踐；調(diào)研在先設(shè)計在后”。作者依次對以下內(nèi)容進行了研究與設(shè)計實踐：對利益相關(guān)者關(guān)系的相關(guān)理論進行學習和研究；如何將利益相關(guān)者關(guān)系的理論應(yīng)用在設(shè)計的不同階段；全面針對研究對象--大型超市中利益相關(guān)者需求進行設(shè)計調(diào)研，并發(fā)現(xiàn)問題；基于利益相關(guān)者關(guān)系的研究方法對大型超市收銀系統(tǒng)和服務(wù)流程做設(shè)計探索；設(shè)計產(chǎn)出一系列大型超市收銀系統(tǒng)產(chǎn)品以及全新的大型超市購物與結(jié)算服務(wù)流程�？傮w來講，設(shè)計最大的創(chuàng)新之處在于通過產(chǎn)品設(shè)計取代大部分冗雜的人工作業(yè)、降低超市對人力資源的依賴；通過降低某些利益相關(guān)者在系統(tǒng)中的分量并適當調(diào)整利益相關(guān)者之間的關(guān)系以達到流程的優(yōu)化和整體服務(wù)的提升。論文所得到的的結(jié)論包括：基于利益相關(guān)者關(guān)系的設(shè)計研究方法有助于設(shè)計過程中對“人”進行全面的思考;在設(shè)計調(diào)研和設(shè)計提案過程中，始終從多方利益者的角度進行宏觀衡量有利于得到最優(yōu)的解決方案。
[Abstract]:Based on the discovery of problems in daily life and my understanding of the direction of my research over the past two years, this paper is inspired by many practical projects I have participated in. Original completion of the theoretical research and design proposal of this article. Attention is paid to the many problems existing in the supermarket, which is an important part of the life of the urban people in today's society, where shopping forms are unprecedentedly abundant. At the peak of the shopping season, there is always a long line at the cashier's office, and the settlement process has become the biggest pain in the supermarket's shopping process. Designers are in urgent need of intervention at this time. By designing and solving the problems of service flow and cash register in large supermarkets, the overall shopping experience can be improved, so that the real retail industry, which is dominated by large supermarkets, can adapt to the progress of the times. Design should be "people-oriented." in many practical design cases, "human" is not a single individual but multiple objects. Designers should complete the design based on the relationship between people. The relevant theory of stakeholder relationship is a kind of theory that can help the designer macroscopically. A comprehensive understanding of theories within and outside the system that can affect the system or the individuals or groups affected by the system. Influenced by factors such as personal interest and mentors, the author combines the relevant theoretical knowledge of stakeholders with his own understanding. In order to solve the practical problems in design and consider the elements of "human" in design from many angles, the design results can be considered as comprehensively as possible. The research steps of this paper can be summed up as "design practice based on theory; design before investigation". The author studies and designs the following contents in turn: study and study the relevant theory of stakeholder relationship; How to apply the theory of stakeholder relationship to different stages of design, to design and investigate the needs of stakeholders in large supermarkets, and to find out the problems; The research method based on stakeholder relationship is to design and explore the cash register system and service flow of large supermarkets; to design and produce a series of large supermarket cash register system products as well as a new large supermarket shopping and settlement service flow. The biggest innovation of design is to replace most of the miscellaneous manual work by product design, and reduce the dependence of supermarket on human resources; By reducing the weight of some stakeholders in the system and adjusting the relationships between stakeholders appropriately to achieve process optimization and overall service enhancement. The conclusions of the paper include: stakeholder based on stakeholders. The design research method of the Department is helpful to the overall thinking of "human" in the process of design. In the process of design research and design proposal, it is advantageous to obtain the optimal solution by macro measurement from the perspective of multiple stakeholders.
【學位授予單位】：北京理工大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F721.7

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本文編號：1581991