惠普某对日外包部门订单流程改进的研究

发布时间：2018-03-06 16:58

本文选题：流程优化　切入点：质量屋　出处：《大连海事大学》2013年硕士论文　论文类型：学位论文

【摘要】：全球互联网的兴起与发展,对传统企业的经营和发展产生了具大的作用,使原本通过电子化、数字化的企业发展模式,开始向虚拟型企业渐渐发生转变,传统企业的转型趋势已成为不可逆转的大势。在传统企业向着虚拟化企业转型的进程中,如何优化企业的业务流程,使其一直保持最合理、最具有竞争力的管理架构,便成为摆在转型企业和解决方案提供商面前的共同课题。惠普作为全球500强的IT厂商和解决方案提供商,其完整的解决方案提供能力,在流程优化方面一直影响着整个行业,给业界带来了模板和示范作用。本论文中主要是对流程中现有问题通过Lean思想加以分析,第一,利用质量屋管理工具将客户需求详细分析,例如本文所研究的流程项目为对日服务外包订单流程,客户分为两种类型,一种是上一层的社内客户和另一种是广义的购买惠普产品的客户两种类型,针对不同的客户,有着不同的客户需求分析,上一流程的客户另一种身份是同事关系,他们可能更需要我们提供及时准确的订单处理能力以及快速解决问题的能力,还有就是能够很好沟通的日语能力。但是外部客户则可能并不知道我们这个部门的存在,他们需要的是能够及时交货以及保证质量和售后服务。针对不同客户的需求用质量屋管理工具加以分析,并列出其中每项需求的重要程度,得出流程中哪些问题需要改进,根据各种客户的需求满足状况,将改进分为需要大的改进和微调的实施改进两种方案。第二,针对在流程中出现的各种问题,首先列出问题,然后再利用鱼骨图工具,这种工具能够通过大家的集思广益列出问题中涉及到的各种原因,再逐一对其原因进行详尽的分析研究,最后得出解决问题的结论。利用鱼骨图工具的分析的优点就是能够将看似无法解决的问题,追根溯源,找到导致问题所在的原因。
[Abstract]:The rise and development of the global Internet has played a great role in the management and development of traditional enterprises. The transformation trend of traditional enterprises has become an irreversible trend. In the process of transition from traditional enterprises to virtualized enterprises, how to optimize the business processes of enterprises so as to maintain the most reasonable and competitive management framework, Hewlett-Packard (HP), as a top 500 IT vendor and solution provider, has the ability to provide complete solutions and has been influencing the entire industry in terms of process optimization. Bring the template and demonstration to the industry. In this paper, the existing problems in the process are mainly analyzed by Lean. Firstly, the customer needs are analyzed in detail by using the quality room management tools. For example, the process item studied in this paper is the order process of service outsourcing to Japan. There are two types of customers, one is the customers in the community on the upper level and the other is the customers who buy HP products in a broad sense, and they have different customer needs analysis for different customers. The customers of the previous process are also identified as co-workers, and they may need us to provide timely and accurate order processing capabilities as well as the ability to solve problems quickly. There is also the ability to communicate very well in Japanese. But external customers may not know that our department exists. They need to be able to deliver on time and ensure quality and after-sales service. Analyze the needs of different customers using a quality room management tool, list the importance of each of these requirements, and figure out which problems in the process need to be improved. According to the needs of various customers, the improvement can be divided into two kinds of schemes: large improvement and fine tuning. Second, for the various problems that arise in the process, list the problems first, then use the fish bone map tool, which can list the various reasons involved in the problem through brainstorming. The advantage of the analysis of fish bone map tool is that it can trace the seemingly unsolvable problem to the source and find the cause of the problem.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F272.3;F416.671

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