深圳邮政商业函件处理流程改进研究

发布时间：2018-04-18 06:32

本文选题：商业信函 + 业务流程再造　；参考：《华南理工大学》2011年硕士论文

【摘要】：商业信函,是以信函为载体,选择有针对性的目标客户群的名址进行打印封装,通过邮政渠道寄发的一种函件。深圳邮政目前提供广告设计、制作、邮件封装、寄发等商函一条龙服务。随着深圳邮政积极加大商函业务宣传和市场营销工作,商函业务呈现出全面、快速发展的态势。目前商函业务处理流程中面临几个问题:一是业务处理量越来越大,传统的作业流程的处理能力无法提升,导致瓶颈出现;二是客户对商函处理时限要求越来越高,业务处理时限无法保障;三是竞争形势日趋激烈,商函业务需要进一步提升效率、质量等方面的竞争力,才能稳住和拓展市场。本文介绍了课题研究的背景及其意义,并分析了业务流程再造的基本概念、基本方法和管理信息系统的相关理论。经过对商函业务流程现状和问题的分析,我们发现随着客户对商函业务的服务要求越来越高,传统以实物处理为核心的作业流程与快速的市场发展需求所呈现的矛盾日益尖锐,信息系统的支撑也不能满足业务的需求。为了更好满足客户的需求,必须对商函业务处理的流程进行改进。使用数码邮资的方式加快函件在制作中心处理的效率;采用条形码的技术解决邮件的信息反馈和全程跟踪;通过质量监控和标准化工序实现对业务流程的严格管理。通过流程改进措施的推进,商函企业能够迅速响应市场环境和客户需求的变化,企业生产能力得到提升,业务运营质量也得到提高,企业效益得到提升。
[Abstract]:Business letter is a kind of letter that is printed and packaged by selecting the name and address of the targeted customer group and sending it through postal channels.Shenzhen Post currently provides advertising design, production, mail packaging, sending and other commercial letter one-stop service.With Shenzhen Post actively increasing commercial letter business propaganda and marketing, business letter business presents a comprehensive and rapid development trend.At present, the business letter processing process faces several problems: first, the amount of business processing is getting larger and larger, and the processing capacity of the traditional business process cannot be improved, which leads to bottlenecks; second, the customer demands more and more time limit for the business letter processing.Business processing time limit can not be guaranteed; third, the competition situation is becoming increasingly fierce, business letter business needs to further improve the efficiency, quality and other aspects of competitiveness, in order to stabilize and expand the market.This paper introduces the background and significance of the research, and analyzes the basic concepts, methods and related theories of business process reengineering (BPR).After analyzing the current situation and problems of business process, we find that the contradiction between the traditional business process with the core of physical processing and the rapid market development demand is becoming increasingly sharp as the customers' service requirements for business letter business become more and more high.The support of information system can not meet the needs of business.In order to better meet the needs of customers, the business letter processing process must be improved.Digital postage is used to speed up the processing efficiency of correspondence in the production center; barcode technology is used to solve the information feedback and tracking of mail; and strict management of business process is realized through quality control and standardization process.Through the promotion of process improvement measures, business letter enterprises can quickly respond to the changes of market environment and customer demand, the production capacity of enterprises has been improved, the quality of business operations has also been improved, and the efficiency of enterprises has been improved.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2011
【分类号】：F618

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