本文關(guān)鍵詞： 驗(yàn)放中心 業(yè)務(wù)流程 客戶(hù)滿(mǎn)意度 操作系統(tǒng)　出處：《大連海事大學(xué)》2014年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：天津港國(guó)際物流發(fā)展有限公司是由天津港集團(tuán)有限公司控股的下屬合資單位,按照集團(tuán)公司“建設(shè)世界一流企業(yè)”的總體規(guī)劃要求,對(duì)國(guó)際物流公司提出了“物流地產(chǎn)開(kāi)發(fā)商、物流園區(qū)運(yùn)營(yíng)商、物流服務(wù)提供商”的“三商”定位,而天津港集裝箱驗(yàn)放中心就成為了國(guó)際物流公司“物流服務(wù)提供商”的主要載體。 天津港集裝箱驗(yàn)放中心是天津港唯一的集海關(guān)、檢驗(yàn)檢疫查驗(yàn)的綜合性集中查驗(yàn)堆場(chǎng),業(yè)務(wù)涉及到海關(guān)和檢驗(yàn)檢疫總計(jì)二十多個(gè)小項(xiàng)的業(yè)務(wù)種類(lèi)。這些業(yè)務(wù)的開(kāi)展主要依托海關(guān)和檢驗(yàn)檢疫的相關(guān)政策,因此業(yè)務(wù)流程設(shè)計(jì)也是要參照海關(guān)和檢驗(yàn)檢疫的法律規(guī)定要求制定,隨著業(yè)務(wù)量的增加,原有流程過(guò)于繁瑣,造成客戶(hù)在港口各環(huán)節(jié)和海關(guān)、檢驗(yàn)檢疫之間往來(lái)多次,已經(jīng)無(wú)法適應(yīng)現(xiàn)有業(yè)務(wù)的需要。而對(duì)于驗(yàn)放中心來(lái)說(shuō),由于長(zhǎng)期開(kāi)展集中查驗(yàn)業(yè)務(wù)已經(jīng)形成了壟斷,思想中所謂“大爺買(mǎi)賣(mài)”的意識(shí)比較嚴(yán)重,忽視了對(duì)客戶(hù)的服務(wù)。隨著天津港吞吐量的逐年增加和海關(guān)、檢驗(yàn)檢疫查驗(yàn)力度的逐步加大,驗(yàn)放中心在業(yè)務(wù)量不斷增長(zhǎng)的同時(shí),也深刻的體會(huì)到與客戶(hù)間的供需矛盾越發(fā)凸顯,在業(yè)務(wù)繁忙時(shí)無(wú)法保證查驗(yàn)效率,客戶(hù)反應(yīng)極大,海關(guān)、檢驗(yàn)檢疫的領(lǐng)導(dǎo)也多次過(guò)問(wèn),甚至產(chǎn)生再開(kāi)辟其他查驗(yàn)場(chǎng)的想法,驗(yàn)放中心的聲譽(yù)受到很大影響、唯一性地位受到了空前的挑戰(zhàn)。 為了解決這一難題,驗(yàn)放中心必須重新梳理現(xiàn)有業(yè)務(wù)流程,進(jìn)行改進(jìn)和優(yōu)化,通過(guò)流程上的改變提高作業(yè)效率、提升通關(guān)效率、提高客戶(hù)滿(mǎn)意度。文中通過(guò)對(duì)驗(yàn)放中心現(xiàn)有流程進(jìn)行分析研究,結(jié)合相關(guān)理論知識(shí),查找出在業(yè)務(wù)流程方面影響驗(yàn)放中心查驗(yàn)效率的主要問(wèn)題,提出通過(guò)簡(jiǎn)化流程、改變預(yù)約方式、提升信息化水平、大力推進(jìn)“順勢(shì)查驗(yàn)”和聯(lián)合查驗(yàn)?zāi)Ｊ�、引入時(shí)間節(jié)點(diǎn)概念規(guī)范考核制度等方式,對(duì)驗(yàn)放中心業(yè)務(wù)流程進(jìn)行整體的診斷和優(yōu)化,從而達(dá)到提高查驗(yàn)效率、提升客戶(hù)滿(mǎn)意度、進(jìn)而提高天津港整體通關(guān)效率的目的,取得了良好的效果。 綜上所述,隨著驗(yàn)放中心近幾年來(lái)的快速發(fā)展,現(xiàn)有業(yè)務(wù)流程已經(jīng)不適應(yīng)形勢(shì)發(fā)展的需要,對(duì)作業(yè)效率產(chǎn)生了較大阻礙,因此必須進(jìn)行優(yōu)化和改進(jìn),本文就是以驗(yàn)放中心業(yè)務(wù)流程的優(yōu)化為主線進(jìn)行論述。本文根據(jù)驗(yàn)放中心業(yè)務(wù)開(kāi)展現(xiàn)狀,通過(guò)流程分析、問(wèn)題查找、流程再造、信息化建設(shè)以及績(jī)效考核等方面的論證和研究,綜合管理學(xué)、人力資源管理和物流流程設(shè)計(jì)等理論,力求通過(guò)驗(yàn)放中心業(yè)務(wù)流程的優(yōu)化大幅提高作業(yè)效率、縮短查驗(yàn)時(shí)間、提升客戶(hù)滿(mǎn)意度、鞏固驗(yàn)放中心的核心地位。
[Abstract]:Tianjin Port International Logistics Development Co., Ltd. is a subsidiary joint venture controlled by Tianjin Port Group Co., Ltd., according to the overall planning requirements of the group "building world-class enterprises". To the international logistics company proposed "the logistics real estate developer, the logistics park operator, the logistics service provider" the "three merchants" the localization. Tianjin Port Container Inspection Center has become the main carrier of international logistics company logistics service provider. Tianjin Port Container Inspection Center is the only collection of customs inspection and quarantine inspection of the comprehensive centralized inspection yard. Business involves customs and inspection and quarantine a total of more than 20 business types of small items. These business mainly rely on customs and inspection and quarantine related policies. Therefore, the business process design is also to refer to the customs and inspection and quarantine requirements of the legal requirements, with the increase of business volume, the original process is too cumbersome, resulting in customers in the port and customs. Inspection and quarantine between many times, has been unable to meet the needs of the existing business. For the inspection and release center, because of the long-term centralized inspection business has formed a monopoly. The consciousness of the so-called "uncle trading" is serious and neglects the customer service. With the increase of the throughput of Tianjin Port and the customs, the inspection and quarantine inspection is gradually increasing. At the same time of increasing business volume, the center also has a profound understanding of the contradiction between supply and demand between customers more and more prominent, in the busy business can not guarantee the efficiency of inspection, customer response is great, customs. The leaders of inspection and quarantine have repeatedly questioned, and even the idea of opening up other inspection fields has arisen. The reputation of the center has been greatly affected, and the status of uniqueness has been challenged unprecedented. In order to solve this problem, the center must re-comb the existing business processes, improve and optimize, through process changes to improve the efficiency of operations, improve the efficiency of customs clearance. Improve customer satisfaction. Through the analysis of the existing process of the center, combined with the relevant theoretical knowledge, find out the main problems that affect the efficiency of the inspection of the center in the business process. By simplifying the process, changing the reservation method, improving the level of information, vigorously promoting the "homeopathy" and joint examination mode, introducing the concept of time node standard assessment system and so on. In order to improve the inspection efficiency, improve customer satisfaction, and then improve the overall customs clearance efficiency of Tianjin Port, the overall diagnosis and optimization of the business process of the inspection and placement center have been achieved, and good results have been obtained. To sum up, with the rapid development of the center in recent years, the existing business processes have been unable to meet the needs of the development of the situation, which has greatly hindered the operational efficiency, so it must be optimized and improved. This paper is to optimize the business process of the center for the main line of discussion. According to the status quo of the center business development, through process analysis, problem finding, process reengineering. Information construction and performance appraisal and other aspects of the demonstration and research, comprehensive management, human resources management and logistics process design theory, through the optimization of the center business process to significantly improve the operational efficiency. Shorten the inspection time, improve customer satisfaction, consolidate the core position of the center.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類(lèi)號(hào)】：F552.6

【參考文獻(xiàn)】

相關(guān)期刊論文 前6條

1 包起帆;;集裝箱物流全程實(shí)時(shí)在線監(jiān)控系統(tǒng)[J];水運(yùn)工程;2011年01期

2 姜偉;;國(guó)際物流企業(yè)業(yè)務(wù)流程再造實(shí)證分析[J];中國(guó)水運(yùn)(學(xué)術(shù)版);2007年04期

3 余恩海;張森;張博;;業(yè)務(wù)流程優(yōu)化評(píng)價(jià)指標(biāo)體系研究[J];人力資源管理;2013年07期

4 陳家喜;;港口集裝箱物流的發(fā)展優(yōu)勢(shì)及策略[J];企業(yè)技術(shù)開(kāi)發(fā);2013年09期

5 黃維德;宋鳴;;內(nèi)部市場(chǎng)化的優(yōu)勢(shì)原理與實(shí)踐問(wèn)題[J];現(xiàn)代商業(yè);2011年11期

6 張英杰;孟桐;;秦皇島港集裝箱物流發(fā)展策略[J];中國(guó)商貿(mào);2009年21期

，

本文編號(hào)：1447363