E公司服务业务流程改善策略研究
发布时间：2018-12-21 09:02
【摘要】：随着中国市场经济的不断发展和对外开放的不断深入，越来越多的中国企业参与到了激烈的国际市场竞争中。对于现代企业而言，成本领先、技术领先以及品牌优势已经无法确保企业的强势地位，如何提高企业的运作效率，建立良好的外部关系已经成为影响企业发展的关键因素，流程优化和流程再造在此背景下应运而生。E公司是一家服务型制造企业，早在2003年便开始大力发展服务销售业务，，目前服务销售业务每年的销售额约占公司每年总销售额的10%，比重较低，在制约服务销售业务发展的多种因素中，相对滞后的服务业务流程是其中较突出的因素之一。 本论文首先阐述了流程优化理论的发展、方法和应用情况。然后以E公司的服务业务作为研究对象，对E公司的行业背景及服务业务现状和问题进行了介绍，并通过对E公司的客户满意度调查结果和业务流程现状调查结果进行分析，利用流程图、ASME、鱼骨图等方法对E公司服务业务的主要流程进行了深入的分析。接着根据分析结果，利用ESEIA等方法对上述流程及流程配套进行了优化。最后介绍了E公司服务业务流程优化的实施技巧和效果。 本文在解决E公司服务业务流程的实际问题的同时，对业务流程优化的相关理论进行了实践，为其他企业，尤其是服务型制造企业实施业务流程优化提供了参考和借鉴。
[Abstract]:With the continuous development of China's market economy and the deepening of opening to the outside world, more and more Chinese enterprises are participating in the fierce international market competition. For modern enterprises, cost leading, technology leading and brand advantage can no longer ensure the strong position of enterprises. How to improve the operation efficiency of enterprises and establish good external relations have become the key factors that affect the development of enterprises. Process optimization and process reengineering came into being under this background. E Company is a service-oriented manufacturing enterprise, which began to develop its service sales business as early as 2003. At present, the annual sales of service sales account for about 10% of the total annual sales of the company, the proportion is relatively low. Among the various factors restricting the development of service sales, the relatively lagging service business process is one of the more prominent factors. Firstly, the development, method and application of the theory of process optimization are described in this paper. Then taking the service business of E company as the research object, the paper introduces the background of E company, the current situation and problems of service business, and analyzes the survey results of customer satisfaction and business process of E company. The flow chart and ASME, fish bone chart are used to analyze the main service flow of E Company. Then, according to the analysis results, the ESEIA method is used to optimize the above flow and flow matching. Finally, the implementation skills and effect of E company service business process optimization are introduced. While solving the practical problems of service business process of E Company, this paper has carried on the practice to the related theory of business process optimization, which has provided the reference and reference for other enterprises, especially the service manufacturing enterprise to implement the business process optimization.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F425
本文编号：2388693
[Abstract]:With the continuous development of China's market economy and the deepening of opening to the outside world, more and more Chinese enterprises are participating in the fierce international market competition. For modern enterprises, cost leading, technology leading and brand advantage can no longer ensure the strong position of enterprises. How to improve the operation efficiency of enterprises and establish good external relations have become the key factors that affect the development of enterprises. Process optimization and process reengineering came into being under this background. E Company is a service-oriented manufacturing enterprise, which began to develop its service sales business as early as 2003. At present, the annual sales of service sales account for about 10% of the total annual sales of the company, the proportion is relatively low. Among the various factors restricting the development of service sales, the relatively lagging service business process is one of the more prominent factors. Firstly, the development, method and application of the theory of process optimization are described in this paper. Then taking the service business of E company as the research object, the paper introduces the background of E company, the current situation and problems of service business, and analyzes the survey results of customer satisfaction and business process of E company. The flow chart and ASME, fish bone chart are used to analyze the main service flow of E Company. Then, according to the analysis results, the ESEIA method is used to optimize the above flow and flow matching. Finally, the implementation skills and effect of E company service business process optimization are introduced. While solving the practical problems of service business process of E Company, this paper has carried on the practice to the related theory of business process optimization, which has provided the reference and reference for other enterprises, especially the service manufacturing enterprise to implement the business process optimization.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F425
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