摘 要

企業(yè)流程優(yōu)化以在速度、質(zhì)量、成本和服務(wù)上取得顯著改善，滿足客戶需求為目標(biāo)，是現(xiàn)代企業(yè)生產(chǎn)經(jīng)營中的重要課題。但是業(yè)務(wù)流程優(yōu)化雖然是非常先進(jìn)的管理理論，其實(shí)施的成功率卻不高。現(xiàn)階段學(xué)術(shù)界對(duì)于流程優(yōu)化的研究大都集中在業(yè)務(wù)流程優(yōu)化成功或失敗的因素分析，流程優(yōu)化實(shí)施的步驟等層面，而對(duì)流程優(yōu)化過程的方法歸納和總結(jié)不足。本文對(duì)流程優(yōu)化過程的生命周期（構(gòu)思設(shè)想、項(xiàng)目啟動(dòng)、分析診斷、流程設(shè)計(jì)、流程重組、監(jiān)測(cè)評(píng)估）全過程進(jìn)行了全方位的闡述：流程優(yōu)化前期的準(zhǔn)備工作，成立優(yōu)化團(tuán)隊(duì)啟動(dòng)優(yōu)化項(xiàng)目，流程優(yōu)化過程的分析，流程的設(shè)計(jì)和重建，績(jī)效評(píng)估持續(xù)改進(jìn)。在此過程中重點(diǎn)研究流程優(yōu)化方法：流程分類分層、流程建模、流程診斷、關(guān)鍵業(yè)務(wù)流程的選擇、優(yōu)化效果評(píng)估的方法和技術(shù)，建立相關(guān)的方法知識(shí)庫，供計(jì)劃實(shí)施流程優(yōu)化項(xiàng)目的企業(yè)參考。最后附一實(shí)例驗(yàn)證。


關(guān)鍵詞：流程優(yōu)化，流程建模，流程診斷，流程選擇

ABSTRACT

Business Process Optimization whose goal is making significant improvements in the speed, quality, cost and service to meet customer demand, is the important topics of a modern enterprise production and management. However, business process reengineering is a very advanced management theory, the implementation of the success rate is not high. For the academic community at this stage of process optimization are also big on business process reengineering success or failure of the factor analysis, process optimization implementation of the steps levels, and a few on summing up and inadequate the methods of process optimization. This paper gives a full range of the process optimization of the life cycle process(concept envisaged that the project started, analysis and diagnosis, process design, process reengineering, monitoring and eva luation): preparation work of Process Optimization preliminary, Optimization team setting up and Optimization project launched,analysis of process optimization process, design and reconstruction process, performance eva luation and continuous improvement. In this process, focus on process optimization methods: methods and techniques about tiered classification process, process modeling, process diagnosis, choosing key business processes, and the eva luation of Optimization performance. Establish tne relevant knowledge base method for the enterprises which are planning for implementing the Process optimization projects.At last, give an Verification example.


Key Words: Process optimization, process modeling, process diagnosis,
selection process

目 錄
摘 要 I
ABSTRACT Ⅱ
1 概 論
1.1 問題的提出 1
1.2 實(shí)施業(yè)務(wù)流程優(yōu)化給企業(yè)帶來的變化 1
1.3 國內(nèi)外的相關(guān)研究現(xiàn)狀綜述 3
1.4 本文研究的主要內(nèi)容與研究方法 5
1．4．1研究的主要內(nèi)容 5
1．4．2主要研究方法 5
2 業(yè)務(wù)流程優(yōu)化前期的準(zhǔn)備工作 7
2.1 構(gòu)思設(shè)想 7
2.1.1得到高層管理者的支持和戰(zhàn)略原景 7
2.1.2明確業(yè)務(wù)流程的重組時(shí)機(jī) 8
2.2 流程優(yōu)化項(xiàng)目啟動(dòng) 9
2．2．1成立流程優(yōu)化團(tuán)隊(duì) 9
2．2．2分析顧客需求并設(shè)置流程優(yōu)化的績(jī)效目標(biāo) 10
3 業(yè)務(wù)流程優(yōu)化方法 11
3.1流程現(xiàn)狀描述 11
3．1．1提出業(yè)務(wù)流程清單 11
3．1．2流程的要素描述 13
3．1．3繪制流程圖 17
3.2 流程問題的診斷 18
3．2．1流程的診斷程序 18
3．2．2業(yè)務(wù)流程問題的診斷方法 19
3.3 選擇要優(yōu)化的流程 22
3．2．1關(guān)鍵流程的選擇原則 22
3．2．2選擇優(yōu)化業(yè)務(wù)流程的方法 22
3.4流程的設(shè)計(jì)和重建 28
3．4．1確定流程新方案的總體目標(biāo) 28
3．4．2目標(biāo)流程的重新設(shè)計(jì) 29
3．4．3重組組織結(jié)構(gòu) 30
3．4．4重新設(shè)計(jì)人力資源 32
3．4．5新流程的實(shí)施 33
4 監(jiān)測(cè)評(píng)估 35
4.1評(píng)估優(yōu)化流程的績(jī)效 35
4．1．1績(jī)效評(píng)估的指標(biāo)及評(píng)估方法 35
4.2流程的持續(xù)改善 37
5 實(shí)證研究 40
5.1 企業(yè)簡(jiǎn)介 40
5.2 流程優(yōu)化方法的應(yīng)用實(shí)例 40
6 全文總結(jié)與研究展望 52
6.1 全文總結(jié) 52
6.2 研究展望 52
致 謝 54
參考文獻(xiàn) 55