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论文编号：	3877
作者编号：	2120092732
上传时间：	2011/11/30 19:58:11
中文题目：	C供电公司基于客户导向的流程型组织构建研究
英文题目：	Research on the Construction of Customer-based and Process-oriented Organization of C Power Supply Company
指导老师：	杨斌
中文关键字：	供电公司,客户导向,流程型组织
英文关键字：	Power Supply Company, customer-oriented, process-based organization
中文摘要：	一直以来，C供电公司的内外部环境相对稳定，其市场地位稳固，业务成熟，内部组织结构稳定，人员流动不频繁。然而，这种稳定的局面在进入到2000年以后，由于受到各种因素的影响，正在被逐步瓦解。特别是近几年来，社会公众对供电企业提供公共服务的质量与效率提出了更高的要求，这就需要C供电公司不得不将目光从企业内部投射到外部，时刻关注市场需求的变动，并能够对这些变动及时做出反馈。以上这些都需要C供电公司建立起一种高效率、客户导向的内部模式。在公司内部，由于注意到了社会大环境的变动，也相应采取了一些举措，如树立优质服务理念，采用先进的信息平台以提高工作效率，建立内部工作流程等。这些措施的实施的确有助于服务质量的提升、效率的提高，但从外部社会公众的角度看，效果并不甚理想，这就说明公司的内部流程并没有将公司与外部客户有机地联系在一起。因此，如何使流程与信息平台发挥出其应有的作用，如何解决C供电公司目前面临的内外部矛盾，将成为一个亟待解决的研究课题。本文从流程管理、流程再造理论出发，应用流程型组织理论，结合C公司的行业特点及发展现状，对C供电公司构建基于客户导向的流程型组织问题进行研究，从而确定符合C公司发展战略及特点的流程型组织框架，为公司下一步的发展指明方向。
英文摘要：	C Power Supply Company has been in a relatively stable internal and external environment for a long time, with its strong market position, mature business, stable organizational structure, and low staff mobility. However, due to various factors, this situation is being gradually disintegrated after the year of 2000.Especially in recent years, the public has proposed a higher quality and efficiency requirements on the public services provided by Power Supply Company, which has to focus on the outside, pay attention to the changes of the market demand and try to be able to feedback timely. In order to meet the requirements above, C Power Supply Company has to establish an efficient, customer-oriented internal mechanism. Within the company, noticing the social environment changes, it also proposed a number of initiatives correspondingly, such as building up the concept of high-quality service, the use of advanced information platform to improve efficiency, and the establishment of internal business processes. Implementation of these measures do help to improve the quality of service and the efficiency in some degree, but from the public's point of view, the effect is not ideal, which shows the company's internal process does not organically link the external customers and the company very well. Therefore, how to make the process and information platform to play its due role, and how to solve the internal and external conflicts of C Power Supply Company, will become an urgent problem of the study. In this paper, starting from the process reengineering, process management theory, and the application of process-based organization theory, combined with the industry characteristics and current situation of the company, the paper undertake a study on how to build the company into a customer-oriented, process-based organization which conform to the company's development strategy and the characteristics, and finally determine the process-based organization framework, pointing the direction for the company's development.
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