天津港集装箱验放中心业务流程优化研究

发布时间：2018-01-20 07:25

本文关键词： 验放中心业务流程客户满意度操作系统　出处：《大连海事大学》2014年硕士论文　论文类型：学位论文

【摘要】：天津港国际物流发展有限公司是由天津港集团有限公司控股的下属合资单位,按照集团公司“建设世界一流企业”的总体规划要求,对国际物流公司提出了“物流地产开发商、物流园区运营商、物流服务提供商”的“三商”定位,而天津港集装箱验放中心就成为了国际物流公司“物流服务提供商”的主要载体。天津港集装箱验放中心是天津港唯一的集海关、检验检疫查验的综合性集中查验堆场,业务涉及到海关和检验检疫总计二十多个小项的业务种类。这些业务的开展主要依托海关和检验检疫的相关政策,因此业务流程设计也是要参照海关和检验检疫的法律规定要求制定,随着业务量的增加,原有流程过于繁琐,造成客户在港口各环节和海关、检验检疫之间往来多次,已经无法适应现有业务的需要。而对于验放中心来说,由于长期开展集中查验业务已经形成了垄断,思想中所谓“大爷买卖”的意识比较严重,忽视了对客户的服务。随着天津港吞吐量的逐年增加和海关、检验检疫查验力度的逐步加大,验放中心在业务量不断增长的同时,也深刻的体会到与客户间的供需矛盾越发凸显,在业务繁忙时无法保证查验效率,客户反应极大,海关、检验检疫的领导也多次过问,甚至产生再开辟其他查验场的想法,验放中心的声誉受到很大影响、唯一性地位受到了空前的挑战。为了解决这一难题,验放中心必须重新梳理现有业务流程,进行改进和优化,通过流程上的改变提高作业效率、提升通关效率、提高客户满意度。文中通过对验放中心现有流程进行分析研究,结合相关理论知识,查找出在业务流程方面影响验放中心查验效率的主要问题,提出通过简化流程、改变预约方式、提升信息化水平、大力推进“顺势查验”和联合查验模式、引入时间节点概念规范考核制度等方式,对验放中心业务流程进行整体的诊断和优化,从而达到提高查验效率、提升客户满意度、进而提高天津港整体通关效率的目的,取得了良好的效果。综上所述,随着验放中心近几年来的快速发展,现有业务流程已经不适应形势发展的需要,对作业效率产生了较大阻碍,因此必须进行优化和改进,本文就是以验放中心业务流程的优化为主线进行论述。本文根据验放中心业务开展现状,通过流程分析、问题查找、流程再造、信息化建设以及绩效考核等方面的论证和研究,综合管理学、人力资源管理和物流流程设计等理论,力求通过验放中心业务流程的优化大幅提高作业效率、缩短查验时间、提升客户满意度、巩固验放中心的核心地位。
[Abstract]:Tianjin Port International Logistics Development Co., Ltd. is a subsidiary joint venture controlled by Tianjin Port Group Co., Ltd., according to the overall planning requirements of the group "building world-class enterprises". To the international logistics company proposed "the logistics real estate developer, the logistics park operator, the logistics service provider" the "three merchants" the localization. Tianjin Port Container Inspection Center has become the main carrier of international logistics company logistics service provider. Tianjin Port Container Inspection Center is the only collection of customs inspection and quarantine inspection of the comprehensive centralized inspection yard. Business involves customs and inspection and quarantine a total of more than 20 business types of small items. These business mainly rely on customs and inspection and quarantine related policies. Therefore, the business process design is also to refer to the customs and inspection and quarantine requirements of the legal requirements, with the increase of business volume, the original process is too cumbersome, resulting in customers in the port and customs. Inspection and quarantine between many times, has been unable to meet the needs of the existing business. For the inspection and release center, because of the long-term centralized inspection business has formed a monopoly. The consciousness of the so-called "uncle trading" is serious and neglects the customer service. With the increase of the throughput of Tianjin Port and the customs, the inspection and quarantine inspection is gradually increasing. At the same time of increasing business volume, the center also has a profound understanding of the contradiction between supply and demand between customers more and more prominent, in the busy business can not guarantee the efficiency of inspection, customer response is great, customs. The leaders of inspection and quarantine have repeatedly questioned, and even the idea of opening up other inspection fields has arisen. The reputation of the center has been greatly affected, and the status of uniqueness has been challenged unprecedented. In order to solve this problem, the center must re-comb the existing business processes, improve and optimize, through process changes to improve the efficiency of operations, improve the efficiency of customs clearance. Improve customer satisfaction. Through the analysis of the existing process of the center, combined with the relevant theoretical knowledge, find out the main problems that affect the efficiency of the inspection of the center in the business process. By simplifying the process, changing the reservation method, improving the level of information, vigorously promoting the "homeopathy" and joint examination mode, introducing the concept of time node standard assessment system and so on. In order to improve the inspection efficiency, improve customer satisfaction, and then improve the overall customs clearance efficiency of Tianjin Port, the overall diagnosis and optimization of the business process of the inspection and placement center have been achieved, and good results have been obtained. To sum up, with the rapid development of the center in recent years, the existing business processes have been unable to meet the needs of the development of the situation, which has greatly hindered the operational efficiency, so it must be optimized and improved. This paper is to optimize the business process of the center for the main line of discussion. According to the status quo of the center business development, through process analysis, problem finding, process reengineering. Information construction and performance appraisal and other aspects of the demonstration and research, comprehensive management, human resources management and logistics process design theory, through the optimization of the center business process to significantly improve the operational efficiency. Shorten the inspection time, improve customer satisfaction, consolidate the core position of the center.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F552.6

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