国家电线电缆质量监督检验中心（江苏）业务流程改进的研究

发布时间：2018-06-03 13:40

本文选题：业务流程 + 流程改进　；参考：《南京理工大学》2013年硕士论文

【摘要】：随着技术机构改革的深入发展,质检机构在接受政府委托,承担涉及人身健康安全产品与影响国民经济发展的重要工业产品的监督检验的同时,也开始按照国际通行做法,接受商业客户的委托,提供相关商业检验服务。从近几年的发展趋势来看,商业检验业务的比例正逐年上升,逐渐成为第三方质检机构提升自身竞争力、获得可持续发展的重要组成部分。质检机构从单纯接受行政机构的监督抽查任务,到参与激烈的市场竞争,原有的业务流程已不再适应新的形势,在市场开拓和业务发展中显得单薄无力,严重阻碍了机构的发展。本文对国家电线电缆质量监督检验中心(江苏)在运转过程中出现的现有业务流程与实际发展不相匹配的情况进行了研究,并根据现代企业管理的业务流程优化理论,应用流程图、程序分析方法、系统化改造法等对中心的业务流程进行了优化改进。首先,分析当前新的业务情况,对客户群进行细分,明确不同客户的需求,为业务流程改进确定方向。其次,对现有的业务流程进行分析改进,调整流程结构,减少不必要的环节,缩短流程运转时间,提高客户满意度。同时为适应业务优化流程的需求,对中心的组织结构、人力资源和信息技术运用进行研究,并进行分析改进。最后,采用检验周期、检验效率客户满意度调研等工具对流程优化后的效果进行评估。评估结果表明通过业务流程的优化,中心的运转效率、工作质量和客户满意度等均有大幅提升,说明业务流程优化措施对大力推动以线缆中心为代表的第三方质检机构的进一步发展是行之有效的。
[Abstract]:With the deepening of the reform of the technical institutions, the quality inspection agency, while accepting the government's entrustment, undertakes the supervision and inspection of the personal health and safety products and the important industrial products affecting the development of the national economy, and has also begun to accept the Commission of commercial customers and provide relevant commercial inspection services in accordance with international practice. In the trend of view, the proportion of commercial inspection business is increasing year by year, gradually becoming an important part of the third party quality inspection institutions to improve their competitiveness and achieve sustainable development.
The quality inspection agency, from the simple acceptance of the task of the supervision and inspection of the administrative agencies to the fierce market competition, the original business process has no longer adapted to the new situation, and is weak in the market development and business development, which has seriously hindered the development of the organization.
In this paper, the existing business process and the actual development of the national wire and cable quality supervision and Inspection Center (Jiangsu) are not matched with the actual development, and the business process of the center is carried out according to the theory of business process optimization, the application flow chart, the procedure analysis method, the systematic transformation method and so on. The optimization is improved.
Firstly, the new business situation is analyzed, the customer group is subdivided, the needs of different customers are clearly defined, and the direction of the business process is improved. Secondly, the existing business process is analyzed and improved, the process structure is adjusted, the unnecessary links are reduced, the operation time of the process is shortened and the customer satisfaction is improved. At the same time, the business optimization process is adapted to the business optimization process. Demand, research on the organization structure of the center, the application of human resources and information technology, and make an analysis and improvement. Finally, the results of the process optimization are evaluated by using the inspection cycle and testing efficiency customer satisfaction survey. The results show that through the optimization of the business process, the efficiency of the center, the quality of work and the customer. The degree of customer satisfaction has been greatly improved, indicating that the business process optimization measures are effective for the further development of the third party quality inspection agency, represented by the cable center.
【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.61

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