服务业核心流程界定跟优化.doc

目录
摘要 1
ABSTRACT 2
1绪论 3
研究的背景与意义 3
主要研究内容和方法 3
本文组织结构 4
2面向服务质量的核心流程界定 4
核心流程与服务质量概述 5
面向服务质量的核心流程界定 6
3核心流程优化 9
服务型企业流程优化的要素 9
流程优化的方法介绍 10
服务业核心流程优化步骤 10
4案例分析 11
案例背景介绍 11
超市日常业务核心流程界定 12
收银流程优化 16
结束语 21
致谢 22
参考文献 23
摘要
流程再造理论在制造业的成功应用给了服务型企业以极大地的启发,通过流程再造提升服务型企业的竞争力受到了越来越多的关注。核心流程是对组织创造和传递顾客价值有着关键作用的流程。核心流程的界定与优化是流程再造的关键与核心,对企业经营绩效的提升有着巨大的作用。
本文在了解核心流程与服务质量的基础上提出了面向服务质量的核心流程界定方法,在这一框架之下开展了后续的研究工作:根据SERVQUAL模型提出关键服务质量因子,并由顾客确定关键服务质量因子的相对重要程度,建立关键服务质量因子与业务流程之间的相关矩阵,并采用专家评分法,对影响关键质量因子的业务流程进行评分,最终根据流程的综合评分确定核心流程;针对服务业的特性,探讨了核心流程优化的要素、方法和具体的步骤;论文最后针对我校某一超市的日常业务流程对上述理论进行了应用,并希望通过此项研究对该超市的服务流程优化提供理论支持。
在核心流程界定及优化的研究中,本文注重结合服务业流程的特性对传统的方法做出相应的适应性改变。
关键词: 服务质量;核心流程;流程优化
ABSTRACT
The essful application of Business Process Reengineering in manufacturing industry inspired the panies greatly. It has been getting more and more attention on enhancing petitiveness of panies through business process reengineering. Core processes are those processes which play a key role anization’s creating and delivering customer value. Identifying and optimizing core processes is the key and soul of business process reengineering, and it has tremendous impact on the improvement with enterprises performance.
Approach oriented service quality to identify core processes is proposed based on the acknowledgement of the service process and quality. Further research works are carried out under this framework as followings: finding the key factors of service quality according to the SERVQUAL model, and confirms the relative importance of key quality factors by the customer; then, establishing the correlation matrix between the key service quality factors and service processes, at last, scoring the process by expert and choosing the core processes based on prehensive scores of service processes. Moreover, the paper also discusses the main elements, methods, and concrete steps of core processes optimizations. Finally, it is appl