服务型制造企业业务流程设计与优化

发布时间：2018-05-31 12:13

本文选题：服务型制造 + 竞争优势期望　；参考：《沈阳工业大学》2012年硕士论文

【摘要】：服务型制造是制造与服务融合发展的新模式和新趋势。我国制造业已开始由生产型制造向着服务型制造转型。与以往只专注于有形产品的生产型制造不同，服务型制造是企业由制造领域向服务领域的拓展与延伸，开展基于制造的服务和面向服务的制造。它是以满足顾客的个性化和全方位的需求，提供给顾客“交钥匙工程”和“一揽子”的全面解决方案，使顾客获得最大的增值为出发点，将产品制造业务与其前后端的服务业务相融合，走“产品服务化”或“服务产品化”的路线。在这两种转型路线中，无论企业选择走哪一种路径，覆盖产品全生命周期的整个业务流程既可由某个制造企业单独完成，也可由制造企业和生产性服务企业合作共同完成。这里，不论选择哪种开展服务型制造的转型路径和组织形式，其成功的关键在于对相关服务业务领域的拓展及整个业务流程的优化设计与改进。然而，长期以来，人们对包括生产工艺设计与选择、设施选址与布置、生产物流运作等在内的有形产品的生产型制造业务流程做了大量的研究工作，而对服务型制造业务流程和服务运作流程及其优化的研究相对较少。至今围绕着服务运作流程的有关研究工作主要集中在基于顾客价值的服务过程优化、组织结构再造、公共服务体系优化等方面，而关于服务型制造业务流程优化的研究成果还十分鲜见，尤其是具有竞争优势期望的服务型制造业务流程设计及其优化还是一个亟待解决的新课题。本文面向制造企业转型和开展服务型制造，主要研究内容有以下几个方面：首先，阐述服务型制造的概念、特点等基本理论及业务流程设计与优化的相关理论；其次，阐述服务型制造企业业务流程设计的相关理论，，提出服务型制造企业业务流程设计程序并探讨制造与服务融合的流程设计方法；再次，阐述服务型制造企业业务流程优化的思路，探讨了具有竞争优势期望的服务型制造企业业务流程优化的程序，基于精益六西格玛和质量功能配置的融合集成，提出了具有竞争优势期望的服务型制造企业业务流程优化的逻辑模型和数学模型；最后，通过一个案例阐述了优化模型的具体运用，以为制造企业转型和服务型制造业务流程优化提供支持和应用参考。
[Abstract]:Service manufacturing is a new mode and trend of manufacturing and service integration. China's manufacturing industry has begun to transform from production manufacturing to service manufacturing. Service manufacturing is the expansion and extension of manufacturing field from manufacturing field to service field, which is based on manufacturing and service-oriented manufacturing. It is to meet the customer's personalized and all-round needs, to provide customers with a "turnkey project" and "a package" of a comprehensive solution, so that customers can get the maximum value added as the starting point. Combine the product manufacturing business with the service business at the front and back, and take the route of "product service" or "service production". In these two transformation routes, no matter which path enterprises choose to take, the whole business process covering the whole product life cycle can be completed either by a manufacturing enterprise alone or by a manufacturing enterprise and a productive service enterprise. Here, no matter which kind of transition path and organizational form of service-oriented manufacturing is chosen, the key to its success lies in the expansion of related service business areas and the optimization design and improvement of the whole business process. However, for a long time, people have done a lot of research on the manufacturing business processes of tangible products, including production process design and selection, facility location and layout, production logistics operation, etc. However, the research on service manufacturing business process and service operation process and its optimization is relatively few. So far, the research work around the service operation process mainly focuses on the service process optimization based on customer value, organizational structure reengineering, public service system optimization and so on. However, there are few researches on service manufacturing business process optimization, especially the design and optimization of service manufacturing business process, which has the expectation of competitive advantage, is still a new subject to be solved urgently. This paper focuses on the transformation of manufacturing enterprises and the development of service-oriented manufacturing. The main research contents are as follows: firstly, the basic theories of service-oriented manufacturing, such as the concept and characteristics of service-oriented manufacturing, and the relevant theories of business process design and optimization are expounded. This paper expounds the relevant theories of business process design in service-oriented manufacturing enterprises, puts forward the business process design program of service-oriented manufacturing enterprises and probes into the process design method of manufacturing and service integration. This paper expounds the idea of business process optimization in service manufacturing enterprises, and probes into the procedure of business process optimization of service manufacturing enterprises with the expectation of competitive advantage, which is based on the integration of Lean six Sigma and quality function configuration. The logical model and mathematical model of business process optimization of service-oriented manufacturing enterprises with competitive advantage are put forward. Finally, the application of the optimization model is illustrated by a case study. Provide support and application reference for manufacturing enterprise transformation and service manufacturing business process optimization.
【学位授予单位】：沈阳工业大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F272;F424;F719

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