天津地铁公司储值票业务管理流程改进研究

发布时间：2018-05-29 17:39

本文选题：地铁运营 + 储值票　；参考：《天津财经大学》2015年硕士论文

【摘要】：在城市人口和经济快速增长以及优先发展公共交通政策的有力推动下,我国城市轨道交通系统也获得蓬勃发展。随着线网规模的迅速扩大,网络化效应逐渐显现,尤其在未来三年内,天津城市轨道交通运营里程将会实现翻一番目标,我们将经历网络基本骨架、网络初步形成以及纵横交错的网络布局等各个发展阶段。票务管理是城市轨道交通一项关键性的系统工作,与企业的经济效益直接挂钩,票务系统运行的好坏直接关系到整个轨道交通系统的运营效益和投资者回报。另外,它还是乘客直接接触的一项运营服务,因此,票务系统的便捷程度将直接影响到轨道交通服务质量的高低以及乘客对轨道交通的满意程度,必须要建立一系列科学严谨并行之有效的管理规范,加强对系统及资金的管理和控制。票务管理是运营生产中一项关键性工作,管理模式的搭建应充分考虑工作的系统性、整体性,在各个层面均要设置相应部门和人员,从上至下、层层分解、有效落实。本着“严格把控、精细管理”的思路,充分整合天津轨道交通票务运作系统资源,优化票务管理流程,提升运营管理水平,确保系统、数据、票卡、资金等各环节的安全。本文以目前地铁公司储值票业务的管理流程为研究对象,以流程再造和精益管理的相关理论为理论基础,通过对地铁服务热线、媒体信息、政民零距离、书记信箱等多种途径调查分析,获取乘客对地铁储值票日常使用过程中遇到的各项问题,针对上述问题设计相应改进方案。本文的创新主要体现在两个方面：首先,将流程再造和精益管理相关理论拓展至公共交通服务领域,通过对地铁公司储值票管理流程改进研究,使流程再造和精益管理的思想、方法和理念应用到轨道交通运营企业日常运营和管理中,丰富流程再造和精益思想的不断发展及应用；其次,通过对地铁公司储值票业务管理流程进行深入分析,结合乘客反馈的票务管理问题,弄清楚现存管理中的问题根源,结合地铁公司储值票的业务特点及工作要求,探讨流程再造与精益管理实施的可行性,对现有流程进行不断改进。
[Abstract]:With the rapid growth of urban population and economy and the development of public transport policy, the urban rail transit system of our country has also developed vigorously. With the rapid expansion of the network scale, the network effect gradually appears, especially in the next three years, Tianjin urban rail transit mileage will double the goal, we will experience the basic network skeleton. Network initial formation and crisscross network layout and other stages of development. Ticket management is a key system work of urban rail transit, which is directly linked to the economic benefits of enterprises. The operation of ticket management system is directly related to the operational benefits of the entire rail transit system and investor returns. In addition, it is also an operational service in direct contact with passengers. Therefore, the convenience of the ticketing system will directly affect the quality of the rail transit service and the satisfaction of the passengers with the rail transit. It is necessary to establish a series of scientific and effective management norms and strengthen the management and control of systems and funds. Ticket management is a key work in operation and production. The construction of management mode should fully consider the systematization and integrity of the work, and set up corresponding departments and personnel at all levels, from top to bottom, decompose layer by layer, and effectively implement it. In line with the idea of "strict control and fine management", the paper fully integrates the resources of ticket operation system of Tianjin rail transit, optimizes the ticketing management process, promotes the level of operation management, and ensures the safety of the system, data, ticket card, fund and other links. Based on the theory of process reengineering and lean management, this paper takes the management process of the stock ticket business of the subway company as the research object, through the subway service hotline, media information, zero distance between the government and the people, and takes the relevant theories of process reengineering and lean management as the theoretical basis. Through the investigation and analysis of various ways such as letter-box of the secretary, the problems encountered by passengers in the daily use of subway stored value tickets are obtained, and the corresponding improvement schemes are designed in view of the above problems. The innovation of this paper is mainly reflected in two aspects: firstly, the relevant theories of process reengineering and lean management are extended to the field of public transport service, and the ideas of process reengineering and lean management are made through the research on the improvement of the management process of the ticket management of the subway company. Methods and ideas are applied to the daily operation and management of rail transit enterprises, enriching the continuous development and application of the thought of process reengineering and lean. Secondly, through the in-depth analysis of the management process of the value storage ticket business of the subway company, Combined with the passenger feedback ticket management problem, to find out the root of the existing management problems, combined with the business characteristics and work requirements of the subway company to discuss the feasibility of process reengineering and lean management. Continuously improve the existing process.
【学位授予单位】：天津财经大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F572.6

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