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论文编号：	12968
作者编号：	2320190365
上传时间：	2021/12/15 13:20:55
中文题目：	XA集团财务共享中心咨询服务流程改进研究
英文题目：	Research on the service process improvement of Consulting service of XA group’s Financial Shared Service Center
指导老师：	田莉
中文关键字：	财务共享；服务流程改进；咨询服务；SERVQUAL模型；服务质量；
英文关键字：	FSSC, service process improvement, Consulting service, SERVQUAL model, service quality
中文摘要：	近年来商业环境发生了较大变化，对企业的财务工作带来重大影响。企业会计准则多次修订，税务政策变更也比较大。上市公司信息披露的要求日益完善与全面，税务系统监控手段日益先进，导致企业面临日益复杂的合规性风险。企业实施ERP后，机器智能、移动互联网、物联网、大数据等技术的兴起与发展，企业面临着日益快速的技术迭代需求和技术陈旧风险。管理重构和精细化核算、企业数字化转型等也为企业财务的职能转变与提升带来新的管理需求。财务共享中心作为集团型企业提供日常财务专业服务的组织，天然的担负着财税政策落地、上市公司披露信息生成、应对税务稽核以及财务体系的信息技术迭代的组织职责，同时需要满足企业内部新的管理要求。伴随着组织的成长，财务共享中心沉淀了大量的财税政策知识、系统与流程知识、财务报表逻辑等专业知识，为财务体系内其他人员提供咨询服务的服务流程改进成为财务共享发挥组织价值的重要课题。 本文以XA集团财务共享中心咨询服务流程改进为研究对象，采用文献研究法、观察法、问卷调查法等，论述财务共享咨询服务流程持续改进的方向与手段。采用精益服务的DMAIC理论框架作为研究的总体框架，并结合服务管理的相关理论去研究财务共享中心咨询服务场景的流程优化与提升。首先研读和学习相关理论基础和国内外的研究成果，作为后续研究的理论基础。其次剖析XA财务共享咨询服务当前服务流程现状和存在问题，在课题研究阶段，应用精益服务的DMAIC的五个阶段进行解构与展开，定义阶段论述项目目标及范围等，在测量阶段嵌入SERVQUAL模型去设计调查问卷定量测量及识别前五大服务质量差异事项。在分析阶段和改善阶段，应用服务蓝图中的关键点理论将前五大差异逐一有序展开识别关键点、分析潜在因素和研究可能的解决方案。控制阶段进行信息化的方案固化，同时应用服务蓝图直观展示改进前后流程。方案形成后，从制度建设、组织保障、人员培训、客户培训与流量迁移四个方面细化实施保障。最后指明本文分析中的局限性，并展望财务共享服务的持续提升的未来方向。
英文摘要：	Due to lots of changes of business environment recent years, it brings significant influence to financial functions. Accounting standard is multiple revised, and tax policies have also changed a lot. The information disclosure requirement for listing company is more comprehensive and complicated. Tax authority develops more advanced regulation methods which cause businesses are facing increasingly strict compliance risks. After ERP implementation, new techniques are applied and developed, such as AI, Mobile internet, IOT, big data etc., businesses are facing increasingly quick technical iteration requirement and technology obsolescence risk. Due to management reconstruction and fine accounting requirement, business digital transformation, it also bring new management requirement for finance relate functions. FSSC(Financial Shared-Service Center) is the organization who provide daily accounting related services in group businesses, and naturally is responsible for those responsibilities such as fiscal and tax policies’ implementation, information disclosure of listing companies, response to tax audit and finance related system’s upgrade to use new technologies and to meet new internal management requirements. Meanwhile lots of knowledges and experiences regarding fiscal and tax policies, system and procedures, data retrieving logic of financial reports etc. have been created with the growth of the FSSC. It is an important subject about how to improve the service process of consulting services for staffs of inside and outside FSSC of the group business. This paper take the consulting service of XA FSSC as the research object, and mainly study the direction and approaches about how to improve the service process of Consulting service of XA group’s Financial Shared Service Center of XA FSSC using approaches including literature research, observation and questionnaire survey. This paper adopts DMAIC framework of Lean Six Sigma theories as the overall framework, and combine the service management related theories to study the FSSC consulting services’ process optimization and improvement. Firstly, it creates the theories basis for further investigation to study service qualities management related knowledges and research outcomes globally. Secondly, acknowledge the current procedure of FSSC consulting services and existing conditions and problems. In the research phase, apply the five stages of DMAIC of Lean Six Sigma to deconstruct and expand the subject. For stage of definition, mainly define the goal and scope of the subject. For stage of measurement, design questionnaires to collect the feedback of the customers about current service quality and quantitatively find the top five biggest differences between the customers’ expectation and customer perception which are to be focused in further study. Then for stages of analysis and improvement, apply the key point theories in the service blueprint to orderly unfold the first five differences one by one to recognize the key points of the service blueprint, to analyze the root causes and investigate possible solutions respectively. For stage of control, it is mainly to solidify the scheme using proper information system tools. Meanwhile the service blueprint is applied to visually display the process before and after improvement. And the scheme is finalized, to raise 4 aspects approaches to ensure the implementation successfully including policy set-up, organization supporting, staff training, customers training and migration. Finally state the restriction of the study and point out the further directions and expectations for continuous improvement for FSSC services.
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