基于六西格玛的D公司业务流程改进研究
发布时间：2019-01-12 08:11
【摘要】：在经济全球化和信息化的今天,市场对于第三方物流企业的需求是如何有效地管理供应链的物流过程,将物流、信息流、资金流有效集成并保持高效运作。在这一背景下,第三方物流企业在保证货物安全及时送达的基础上,还需要不断改进业务流程以满足客户新兴的各项需求,以期提高客户满意度,提升企业的核心竞争力。本文的研究目的是,从公司的实际出发,在存在投诉较为集中的海运部研究如何基于六西格玛DMAIC方法来改进业务流程,降低客户投诉,提高客户满意度。本文的研究意义是,运用六西格玛DMAIC方法来改进公司业务流程的同时,希望探讨出的以客户需求为导向的流程改进思路,DMAIC流程改进方法以及改进后的业务流程有值得同行业借鉴的地方。 本文首先分析了当前D物流公司海运部存在的问题,提出了基于六西格玛DMAIC方法来研究改进D物流公司海运部业务流程的必要性和可行性。接着论述了D物流公司海运部基于六西格玛DMAIC方法来改进业务流程的具体策略。最后对改进效果进行评价,对成功经验进行总结。
[Abstract]:In today's economic globalization and informatization, the market demand for third-party logistics enterprises is how to effectively manage the logistics process of supply chain, integrate logistics, information flow and capital flow effectively and maintain efficient operation. Under this background, on the basis of ensuring the delivery of goods safely and timely, the third party logistics enterprises also need to continuously improve the business process to meet the emerging needs of customers, in order to improve customer satisfaction and enhance the core competitiveness of enterprises. The purpose of this paper is to study how to improve business process based on six Sigma DMAIC method to reduce customer complaints and improve customer satisfaction in the shipping department which has concentrated complaints from the company. The significance of this paper is to use six Sigma DMAIC method to improve the business process of the company, at the same time, we hope to explore the customer demand oriented process improvement thinking. DMAIC process improvement methods and improved business processes are worthy of reference with the industry. This paper first analyzes the existing problems of shipping department of D logistics company, and puts forward the necessity and feasibility of improving the business process of shipping department of D logistics company based on six Sigma DMAIC method. Then, the paper discusses the strategy of improving business process based on six Sigma DMAIC method in D logistics company. Finally, the improvement effect is evaluated and the successful experience is summarized.
【学位授予单位】：厦门大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F273
[Abstract]:In today's economic globalization and informatization, the market demand for third-party logistics enterprises is how to effectively manage the logistics process of supply chain, integrate logistics, information flow and capital flow effectively and maintain efficient operation. Under this background, on the basis of ensuring the delivery of goods safely and timely, the third party logistics enterprises also need to continuously improve the business process to meet the emerging needs of customers, in order to improve customer satisfaction and enhance the core competitiveness of enterprises. The purpose of this paper is to study how to improve business process based on six Sigma DMAIC method to reduce customer complaints and improve customer satisfaction in the shipping department which has concentrated complaints from the company. The significance of this paper is to use six Sigma DMAIC method to improve the business process of the company, at the same time, we hope to explore the customer demand oriented process improvement thinking. DMAIC process improvement methods and improved business processes are worthy of reference with the industry. This paper first analyzes the existing problems of shipping department of D logistics company, and puts forward the necessity and feasibility of improving the business process of shipping department of D logistics company based on six Sigma DMAIC method. Then, the paper discusses the strategy of improving business process based on six Sigma DMAIC method in D logistics company. Finally, the improvement effect is evaluated and the successful experience is summarized.
【学位授予单位】：厦门大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F273
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