DT公司对讲手机核心业务流程改进研究

发布时间：2018-05-17 17:26

本文选题：业务流程改进 + 价值链理论　；参考：《吉林大学》2017年硕士论文

【摘要】：特种行业终端对讲手机以其独有的特色被广泛应用于国民经济各个领域,并深受使用人群的喜爱。DT公司顺应时代潮流,抓住机遇,对讲手机产品已成功应用于国际国内市场,具有一定的品牌影响力,未来五年,将对讲手机作为公司主打产品大力研发、应用和推广。需要将原有的以产品为中心的战略改变为以客户为中心的服务理念,顺应时代发展。如何对现有业务流程进行改进,节约成本,提高效率,达成企业利润最大化的目标,已经成为亟待解决的问题。企业变革的方向就是增强价值链管理。价值链管理的本质就是不断优化业务流程,提高企业核心竞争力。本文通过对价值链理论分析和业务流程改进的理论基础概述,以DT公司规划的未来五年的主打产品对讲手机核心业务流程为研究对象,应用因果分析法、“二八”定理、时间动作研究法等业务流程分析方法,结合DT公司业务实际,通过分析现有研发业务流程,发现在研发需求输入、研发评审和样机制作环节存在问题,将原需求输入环节改进为市场分析、领导评审改进为专家评审、样机制作改进为先审批设计定型后开模制作的流程;通过分析现有生产业务流程,发现在部门协同流程、信息对等环节存在问题,将原有多部门协同的工作尽量锁定在生产部门内部,另外增加备案环节并改进至信息系统处理;通过分析销售业务流程,发现在报价谈判环节、研发与销售业务流程分工不清等方面存在问题,通过运用现代化企业管理信息系统提高产品库存、报价信息的准确度,拆分研发与销售业务分工,剔除了人为控制因素,梳理了新的销售业务流程;通过分析售后服务业务流程,发现在领导审批、多部门协同等方面存在问题,通过增加专家小组诊断、减少流程无效环节,提出了改进售后服务业务流程方案。在分析业务现存问题的同时,深化分析了企业产生上述问题的根本原因,围绕改进或规避企业固有问题带来的运营风险,提出了业务流程改进整体方案及组织机构改进方案。为了确保方案的有效实施制定了相应的实施计划和保障措施。并对在核心业务流程改进过程中可能存在的各方面风险进行分析监控,进而对整个核心业务流程改进后的效果进行预测分析。通过本文的研究成果,意在引导DT公司探索和实践由职能型管理向流程化管理转变的创新之路,将业务流程改进和价值链理论引入公司管理的各个层面,构造卓越高效的业务流程,降低管理和经营成本,控制经营风险,提高效率和服务质量及客户满意度,增强企业的综合竞争力。
[Abstract]:The special industry terminal intercom mobile phone has been widely used in various fields of national economy with its unique characteristics, and deeply loved by the users. DT company conforms to the trend of the times and seize the opportunity. The intercom mobile phone products have been successfully applied in the international and domestic markets. Has a certain brand influence, in the next five years, will be the company's main products intercom R & D, application and promotion. We need to change the original product-centered strategy to customer-centered service concept and adapt to the development of the times. How to improve the existing business processes, save costs, improve efficiency, and achieve the goal of maximizing enterprise profits, has become an urgent problem. The direction of enterprise reform is to strengthen value chain management. The essence of value chain management is to optimize the business process and improve the core competitiveness of enterprises. Based on the theoretical analysis of the value chain and the theoretical basis of business process improvement, this paper takes the core business process of intercom mobile phone, which is planned by DT Company for the next five years, as the research object, applies the causality analysis method, "28" theorem, By analyzing the existing R & D business process and other business process analysis methods, such as time-action research method, combining with the actual business situation of DT Company, we find that there are problems in R & D requirement input, R & D review and prototype production. The original demand input link is improved to market analysis, the leadership review is improved to expert review, the prototype production is improved to the process of first approving the design finalized and then the mould is made; by analyzing the existing production business process, the collaborative process in the department is found. There are problems in the information peer-to-peer link, and the original multi-sector coordination work is locked in the production department as far as possible, and in addition, the filing link is added and improved to the information system processing. By analyzing the sales business process, we find out that in the quotation negotiation link, There are some problems in such aspects as unclear division of labor between R & D and sales business process. By using modern enterprise management information system to improve the accuracy of product inventory and quotation information, split the division of R & D and sales business, the artificial control factors are eliminated. Combing the new sales business process; through analyzing the after-sales service business process, found that there are problems in leadership examination and approval, multi-department coordination, etc., by adding expert group diagnosis, reducing the invalid link of the process, The scheme of improving after-sale service business process is put forward. At the same time of analyzing the existing problems of business, this paper deeply analyzes the root causes of the above problems, and puts forward the overall scheme of business process improvement and the scheme of organizational improvement around improving or avoiding the operational risks brought by the inherent problems of enterprises. In order to ensure the effective implementation of the program to formulate a corresponding implementation plan and safeguard measures. The risks in the process of core business process improvement are analyzed and monitored, and then the effect of the whole core business process improvement is predicted and analyzed. Through the research results of this paper, it is intended to guide DT to explore and practice the innovative road from functional management to process-oriented management, and to introduce business process improvement and value chain theory into all levels of corporate management. Construct excellent and efficient business process, reduce management and operation cost, control management risk, improve efficiency, service quality and customer satisfaction, enhance the comprehensive competitiveness of enterprises.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626;F273

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