G公司D项目业务流程优化研究

发布时间：2018-04-29 15:36

本文选题：业务流程优化 + 档案管理　；参考：《华南理工大学》2013年硕士论文

【摘要】：业务流程的优化是企业生产运作管理中的热点问题之一，档案管理服务外包行业的兴起为相关研究提供了独特的样本。本文针对G公司D项目的业务流程中存在的问题进行优化，并为D项目提供了业务流程改善方案。通过研究，对于档案管理外包服务行业的档案实体物流管理，客户关系管理以及管理信息系统等方面有一定的理论与实践意义。本文首先综述了国内外关于业务流程优化的研究现状，明确了业务流程优化在公司生产运作管理方面的意义，其次通过对G公司业务流程分析，从实体物流流程、客户服务流程与管理信息系统几个方面进行研究，并结合国内外对档案管理以及业务流程优化研究的相关理论，，揭示了G公司D项目业务流程的现状，并对其问题及形成原因进行了分析，然后，针对D项目中存在的问题，运用系统化改造法以及DMAIC模型提出了业务流程优化思路，设计出业务流程优化方案如下：（1）实体物流流程优化、分别从档案整理、档案中转、库房上架三个档案管理工作流程环节进行工作流程设计，使员工工作细节更加明确，从而提高实体物流环节员工工作效率；（2）优化客户服务业务流程、本文提出要以客户满意为中心，化被动服务为主动服务，提高服务能力和水平；（3）优化管理信息系统、植入远程调阅系统，降低实体物流造成的档案二次污损率，以达到提高公司总体运营效率的目标。最后，在优化方案的实施效果中对方案进行评价，确保方案的可行性。本文研究结果的意义在于：1、以G公司D项目为研究对象，丰富了业务流程优化相关领域的研究；2、能够为D项目相关行业的业务流程改善提供参考，也能为其他行业的业务流程优化提供策略；3、本研究对于运用到相关管理信息系统的行业有一定的参考价值
[Abstract]:The optimization of business process is one of the hot issues in the production and operation management of enterprises. The emergence of file management service outsourcing industry provides a unique sample for related research. In this paper, we optimize the business process of D project in G Company, and provide a solution to improve the business process for D project. Through the research, it has certain theoretical and practical significance for the archives entity logistics management, customer relationship management and management information system of the archives management outsourcing service industry. This paper firstly summarizes the research status of business process optimization at home and abroad, clarifies the significance of business process optimization in production operation management, and then through the analysis of G company business process, from the physical logistics process, Several aspects of customer service process and management information system are studied, and combined with the related theories of file management and business process optimization at home and abroad, the present situation of D project business process in G Company is revealed. Then, in view of the existing problems in D project, the paper puts forward the idea of business process optimization by using systematic transformation method and DMAIC model. The business process optimization scheme is designed as follows: 1) entity logistics process optimization, respectively from the file arrangement, file transfer, warehouse shelf three file management workflow links to work process design, so that the details of the staff work more clearly. In order to improve the working efficiency of employees in the physical logistics link and optimize the customer service business process, this paper puts forward that we should take customer satisfaction as the center, turn passive service into active service, improve the service ability and level, and optimize the management information system. The remote access system is implanted to reduce the secondary filth rate caused by physical logistics in order to achieve the goal of improving the overall operating efficiency of the company. Finally, the program is evaluated to ensure its feasibility. The significance of the research results in this paper lies in: 1, taking the D project of G Company as the research object, which enriches the research on the related fields of business process optimization, and can provide a reference for the improvement of business process in the D project related industries. It can also provide strategies for business process optimization in other industries. This study has certain reference value for the industry which is applied to the related management information system.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F273

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