飞利浦中国家用医疗事业部业务流程再造研究

发布时间：2018-01-08 07:38

本文关键词：飞利浦中国家用医疗事业部业务流程再造研究　出处：《北京交通大学》2013年硕士论文　论文类型：学位论文

【摘要】：本文在对国内外流程再造理论分析和借鉴的基础上,结合飞利浦中国家用医疗的实际情况,采用案例分析的研究方法,对飞利浦中国家用医疗的组织结构和核心流程进行了描述,分析了飞利浦中国家用医疗在主要业务流程中存在的问题,如非增值活动、瓶颈问题、浪费问题、不必要活动等,在此基础上进行了组织结构再造和流程再造。论文主要从以下几个方面展开研究： (1)系统分析了流程再造的相关理论,总结业务再造流程的概念、核心特征,并对业务流程再造的方法和技术,尤其对业务流程再造的四个阶段进行论述。 (2)对飞利浦中国家用医疗的组织结构和业务流程进行了描述和分析,并诊断出其中存在的问题。由于中国市场地位不被认可及新产品导入流程设计的问题,致使新产品进入中国市场的诸多困难和冗长的周期,产品线也不完整；职责不清、流程不明确而导致的代理商开发、管理不规范和不到位,业绩差也没能好好跟踪；由于信息沟通不完善,职责定位不清楚而导致样机管理及产品培训无序；国内没设安全库存而导致订单处理周期太长；信息系统的缺乏,客户关系及售后服务管理不到位而顾客满意度较低；组织结构中内部资源的协调问题,导致了业务开展的不顺畅。 (3)对飞利浦中国家用医疗的业务流程进行再造。制定了飞利浦中国家用医疗业务流程再造的总体策略、目标、方式和步骤,根据相关理论,并对主要业务流程进行了再造和组织结构的调整。 (4)对飞利浦中国家用医疗业务流程再造后的效果进行了评价。飞利浦中国家用医疗再造后的组织结构和业务流程在CRM系统建立、新产品导入的速度和产品线的丰富度、销售业绩、顾客满意度、代理商的忠诚度等多方面都有显著的提升。本文案例研究对在中国的外资医疗器械企业,也包括中国众多的医疗器械经营企业为改进业绩而进行流程再造有很多借鉴意义。
[Abstract]:Based on the theoretical analysis and reference of Process Reengineering at home and abroad, combined with PHILPS Chinese household medical conditions, adopts the research methods of case analysis of PHILPS China household medical organization structure and core processes are described, analyzed in countries with PHILPS healthcare in the main business process problems, such as problems non value-added activities, the bottleneck problem of waste and unnecessary activities, on the basis of the organization structure and process reengineering. This paper mainly launches the research from the following aspects:
(1) systematically analyze the related theories of process reengineering, summarize the concept and core characteristics of business reengineering process, and discuss the methods and technologies of business process reengineering, especially the four stages of business process reengineering.
(2) the PHILPS China home medical organizational structure and business process are described and analyzed, and diagnose the problems. Because Chinese market position is not recognized and the new product introduction process design problems, resulting in new products entering the market China difficulties and long cycle, the product line is not complete; the responsibility is not clear, the agent is not clear due to the development process, management is not standardized and not in place, the poor performance is not well tracking; because the information communication is not perfect, responsibility is not clear due to the prototype management and product training disorder; not domestic safety inventory to order processing cycle is too long; the lack of information system customer service, customer relationship and service management is not in place and low customer satisfaction; coordination of internal resources of the organization, led to business development is not smooth.
(3) reconstructing the business process of PHILPS's home healthcare in China. We formulated the overall strategy, objectives, ways and steps of PHILPS's home healthcare business process reengineering. According to the relevant theories, we restructured the main business processes and adjusted the organizational structure.
(4) the PHILPS Chinese home medical business process reengineering evaluates the effect of PHILPS. China home medical reconstruction of the organizational structure and business processes in the CRM system establishment, richness, new product introduction speed and product line sales, customer satisfaction, loyalty agents and other aspects have significantly improved.
This case study has many implications for China's foreign medical device enterprises, including many Chinese medical device business enterprises, for improving performance and process reengineering.

【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F416.4;F273.1

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