TX公司电子电器部服务流程重组研究

发布时间：2018-01-01 19:17

本文关键词：TX公司电子电器部服务流程重组研究　出处：《广东工业大学》2015年硕士论文　论文类型：学位论文

【摘要】：TX公司是一家知名的第三方质量认证服务公司,电子电器部是其主要的一个业务部门,本文的重点集中于该部门的服务流程重组的研究。2000年,电子电器部进入中国大陆地区设立分公司并从事电子电器质量检测认证活动,发展初期业务发展迅猛,成就斐然。2008年金融危机之后,受制于宏观环境,同行竞争以及客户需求等诸多因素的影响,部门业绩出现增长乏力,而经营成本持续上升,然而公司的管理层对部门的业绩要求依然寄予厚望。技术服务行业有其特殊性,除了公正的态度和严谨的作风,更重要的是便捷性、附加值以及客户体验等人为的因素至关重要,本文首先从服务营销、质量认证、企业业务流程重组等基础理论做重点介绍,这些理论为后续章节做铺垫。为了实现组织的目标,管理层先后组织客户满意度调查和员工满意度调查,发掘内外原因,以期达到公司业绩的持续增长。本文首先对TX公司电子电器部目前的主营业务、发展重点及客户现状、部门架构及职责、面临的主要外部问题和公司内部服务流程进行了详细的梳理。然后重点通过SIPOC的流程分析方法和ASME流程活动分析方法对于公司内部现有流程的问题进行分析和诊断,基于ESIA方法对于TX公司电子电器部的现有流程进行改善,并于此基础上提出流程重组的方案,并用SIPOC的流程分析方法和ASME流程活动分析方法进行再分析。本文得出如下结论：优化服务流程可以提高客户的满意度,客户满意度的提升与服务人员管理和组织架构的相关性很大；服务流程重组运用信息技术是基本保障；员工积极性的提高与业务流程、人员管理以及企业文化等方面关系较大。本次业务流程重组涉及组织架构、人员职能、服务流程优化以及信息化平台等的综合运用。主要目的直接体现在增加客户满意度和员工满意度,以期带来业绩的持续提升。流程重组是一个动态的过程,需要结合内外部环境做出适时的改变,本次业务流程重组只是一个开端,永远没有结束的时候。本论文的意义在于运用一种系统的科学分析方法到质量检测技术服务企业的业务流程重组过程,其结果对同行业务流程重组提供参考价值。
[Abstract]:TX is a well-known third party quality certification service company, Department of electronic and electrical appliances is the main one of the business sector, this article focused on the Department's service process reengineering of.2000 years, the Department of electronic and electrical appliances into the China mainland branch and engaged in electronic appliances quality certification activities, the early stages of development the rapid development of business, after the achievement of the.2008 financial crisis, subject to the influence of the macro environment, competition and customer demand and other factors, the department performance of sluggish growth, while operating costs continue to rise, but the company's management of the Department's performance still have high hopes. The technical service industry has its particularity, in addition to justice the attitude and rigorous style, more important is the convenience, important additional factors value and customer experience of man, this paper from the service marketing, the quality of recognition Certificate of business process reengineering theory introduced, the theoretical groundwork for the following chapters. In order to achieve the objectives of the organization, management has organized customer satisfaction survey and employee satisfaction survey, explore the internal and external reasons, in order to achieve sustained growth performance of the company. Based on the TX company's current main department of electronic and electrical appliances the status quo and development business, customer focus, organization and responsibilities, internal service process is facing major problems and external company detailedly. Then we focus on the process of SIPOC analysis and ASME analysis method for process activities within the company's existing process analysis and diagnosis, based on the ESIA method for the existing electronic process of TX company the electrical Department of improvement, and puts forward the process reengineering scheme on the basis of this, and the process of SIPOC analysis and ASME process activities Analysis methods are analyzed. Then the paper draws the following conclusion: optimizing service process can improve customer satisfaction, enhance the management and service personnel and organizational structure of the correlation between customer satisfaction; service process reengineering with information technology is the basic guarantee; improve the business process and the enthusiasm of the staff, staff relationship management and corporate culture greatly. The business process reorganization involves organizational structure, personnel functions, comprehensive use of optimizing service process and information platform. The main purpose is reflected in increased customer satisfaction and employee satisfaction, continuous improvement to bring performance. Process reengineering is a dynamic process that requires a combination of internal and external environment to make timely changes, this time business process reengineering is just a beginning, there will be no end of time. The significance of this paper is to use a system of The method of learning analysis to the process reengineering of the business process of the quality inspection technology service enterprise provides the reference value for the reengineering of the peer business process.

【学位授予单位】：广东工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F416.6;F274

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