利益相关者关系分析与其在大型超市收银系统设计中的应用

发布时间：2018-03-08 02:21

本文选题：利益相关者　切入点：关系　出处：《北京理工大学》2015年硕士论文　论文类型：学位论文

【摘要】：本文基于对日常生活中问题的发现以及对自己两年来研究方向的理解，，受到参与过的多个实际项目的启发，原创完成本文的理论研究与设计提案。关注到在购物形式空前丰富的当今社会，作为都市百姓生活重要组成部分的大型超市存在诸多问题，每逢购物高峰大型超市的收银处总是排起长长的队伍，结算环节已然成为超市购物流程中的最大痛点。此时急需设计师介入，通过设计解决大型超市服务流程以及收银环节的问题以提高整体购物体验，使以大型超市为主的实体零售行业可以顺应时代的进步。设计要“以人为本”。在很多实际设计案例中“人”不是单一的个体而是多个对象，设计师要基于人与人的关系去完成设计。利益相关者关系的相关理论正是一种可以帮助设计师宏观、全面了解系统内外会影响到系统或受系统影响的个人或群体的理论。受个人兴趣和导师影响等因素，作者将利益相关者相关的理论知识结合自己的理解，应用在设计中解决实际的问题，多角度地考虑设计中“人”的要素，使设计结果尽量做到思考全面。本文的研究步骤可以归纳为“基于理论进行设计实践；调研在先设计在后”。作者依次对以下内容进行了研究与设计实践：对利益相关者关系的相关理论进行学习和研究；如何将利益相关者关系的理论应用在设计的不同阶段；全面针对研究对象--大型超市中利益相关者需求进行设计调研，并发现问题；基于利益相关者关系的研究方法对大型超市收银系统和服务流程做设计探索；设计产出一系列大型超市收银系统产品以及全新的大型超市购物与结算服务流程。总体来讲，设计最大的创新之处在于通过产品设计取代大部分冗杂的人工作业、降低超市对人力资源的依赖；通过降低某些利益相关者在系统中的分量并适当调整利益相关者之间的关系以达到流程的优化和整体服务的提升。论文所得到的的结论包括：基于利益相关者关系的设计研究方法有助于设计过程中对“人”进行全面的思考;在设计调研和设计提案过程中，始终从多方利益者的角度进行宏观衡量有利于得到最优的解决方案。
[Abstract]:Based on the discovery of problems in daily life and my understanding of the direction of my research over the past two years, this paper is inspired by many practical projects I have participated in. Original completion of the theoretical research and design proposal of this article. Attention is paid to the many problems existing in the supermarket, which is an important part of the life of the urban people in today's society, where shopping forms are unprecedentedly abundant. At the peak of the shopping season, there is always a long line at the cashier's office, and the settlement process has become the biggest pain in the supermarket's shopping process. Designers are in urgent need of intervention at this time. By designing and solving the problems of service flow and cash register in large supermarkets, the overall shopping experience can be improved, so that the real retail industry, which is dominated by large supermarkets, can adapt to the progress of the times. Design should be "people-oriented." in many practical design cases, "human" is not a single individual but multiple objects. Designers should complete the design based on the relationship between people. The relevant theory of stakeholder relationship is a kind of theory that can help the designer macroscopically. A comprehensive understanding of theories within and outside the system that can affect the system or the individuals or groups affected by the system. Influenced by factors such as personal interest and mentors, the author combines the relevant theoretical knowledge of stakeholders with his own understanding. In order to solve the practical problems in design and consider the elements of "human" in design from many angles, the design results can be considered as comprehensively as possible. The research steps of this paper can be summed up as "design practice based on theory; design before investigation". The author studies and designs the following contents in turn: study and study the relevant theory of stakeholder relationship; How to apply the theory of stakeholder relationship to different stages of design, to design and investigate the needs of stakeholders in large supermarkets, and to find out the problems; The research method based on stakeholder relationship is to design and explore the cash register system and service flow of large supermarkets; to design and produce a series of large supermarket cash register system products as well as a new large supermarket shopping and settlement service flow. The biggest innovation of design is to replace most of the miscellaneous manual work by product design, and reduce the dependence of supermarket on human resources; By reducing the weight of some stakeholders in the system and adjusting the relationships between stakeholders appropriately to achieve process optimization and overall service enhancement. The conclusions of the paper include: stakeholder based on stakeholders. The design research method of the Department is helpful to the overall thinking of "human" in the process of design. In the process of design research and design proposal, it is advantageous to obtain the optimal solution by macro measurement from the perspective of multiple stakeholders.
【学位授予单位】：北京理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F721.7

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