石河子移动公司家庭宽带业务流程再造研究

发布时间：2018-05-12 16:31

本文选题：业务流程 + 再造　；参考：《石河子大学》2017年硕士论文

【摘要】：企业环境伴随着经济全球化和信息化的发展发生了巨大的变化,同时也伴随着一场企业管理革命的发生。在这一国际形势下,业务流程管理应运而生,崭新的管理理论和体系以及相应的技术手段也随之而来。业务流程管理理论传入中国的时间并不是很长,东西方文化和理念有着一定程度上的差异,面对这样的不同,我国企业如何对其进行借鉴,在什么样的条件下能将这一理论进行更好的认识和发挥,这些都是我们将要面临的共同问题。本论文在吸收国内外相关的理论研究成果的基础之上,利用业务流程再造理论的方法与工具,从企业内部信息处理和流转效率的提升入手,打破部门间的壁垒,解决职责不清、执行不到位等问题,建立起以客户为中心的、适应当前竞争要求的家庭宽带业务长流程。本文综合运用了文献研究法、调查法、案例分析法等研究方法,由表及里,由浅入深的全面剖析了石河子移动家庭宽带业务流程的现状和存在的问题,从资源的审核、业务开通、投诉处理和故障修复这几个关键的环节进行重新的规划和改革,为公司的持续发展提供保障。同时,在实施的过程中还需要绩效考核、维护等管理制度作为保障措施,不断缩小企业与竞争对手之间的差距,适应新的竞争态势的需要。本文共有六个部分的内容。首先综述了选题的目的和意义,阐述企业流程管理和企业能力理论的基本内涵和国内外研究现状,同时说明了本论题的研究内容、方法和创新之处。第二部分是业务流程再造相关的理论知识,主要包括流程再造的的定义、内涵和特性,并详细阐述了流程再造的方法和步骤、阐述了相关原则。第三分部针对石河子移动公司关键业务流程现状进行分析。第四部分针对存在的问题提出具体再造实施方案。第五部分从绩效考核保障、流程维护与管理、运营策略几个方面提出了实施再造的保障措施。第六部分分析流程再造后的效率。
[Abstract]:With the development of economic globalization and information technology, the enterprise environment has undergone tremendous changes, and also accompanied by a revolution in enterprise management. Under this international situation, business process management emerges as the times require, new management theory, system and corresponding technical means also follow. The theory of business process management has not been introduced into China for a long time. There are some differences in culture and concept between the East and the West. In the face of this difference, how do Chinese enterprises learn from it? Under what conditions we can better understand and play this theory, these are the common problems we will face. On the basis of absorbing relevant theoretical research results at home and abroad, this paper uses the methods and tools of business process reengineering theory, starting with the improvement of internal information processing and circulation efficiency, breaks down the barriers between departments, and solves the problem of unclear responsibilities. The long process of home broadband service, which is customer-centered and adapt to current competition requirements, is established. This article synthetically uses the literature research method, the investigation method, the case analysis method and so on research method, from the outside to the inside, from the shallow to the deep, has comprehensively analyzed the present situation and the existence question of the Shihezi mobile family broadband business process, from the resources examination, Business opening, complaint handling and fault repair are the key links for re-planning and reform, to provide protection for the company's sustainable development. At the same time, the management system, such as performance appraisal, maintenance and so on, should be taken as a safeguard measure in the process of implementation, which can reduce the gap between the enterprise and the competitors and adapt to the need of the new competition situation. There are six parts in this paper. Firstly, the purpose and significance of the topic are summarized, the basic connotation of enterprise process management and enterprise capability theory and the current research situation at home and abroad are expounded, and the research contents, methods and innovations of this thesis are also explained. The second part is the theoretical knowledge of BPR, including the definition, connotation and characteristics of BPR, and expounds the methods and steps of BPR in detail, and expounds the relevant principles. The third division analyzes the status quo of key business processes of Shihezi Mobile Company. The fourth part puts forward the concrete reengineering implementation plan in view of the existing problems. The fifth part puts forward the guarantee measures of reengineering from the aspects of performance appraisal, process maintenance and management, operation strategy. The sixth part analyzes the efficiency after process reengineering.
【学位授予单位】：石河子大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626

【参考文献】