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论文编号：	4171
作者编号：	1120060741
上传时间：	2012/6/5 6:17:15
中文题目：	基于战略信息管理的企业服务管理系统模式研究
英文题目：	Study on the Model of Enterprise Service Management System Based on Strategic Information Management
指导老师：	王知津
中文关键字：	战略信息管理 企业服务管理系统模式 服务外包管理 服务能力管理 服务质量管理
英文关键字：	Strategic Information Management Enterprise Service Management System Model
中文摘要：	当今，社会经济发展已经进入服务经济时代，信息技术在服务管理系统的应用成为新的研究课题。网络技术的发展、服务管理理论研究的发展以及企业实践经验的总结，都为服务管理系统的设计和实现提供了可能。在当下企业发展过程中，为用户提供规范的服务管理体系，成为提升企业盈利能力和品牌形象的重要竞争手段。企业服务管理系统已经成为战略信息管理的一个重要组成部分。企业服务管理系统是对于传统呼叫中心构建上的突破，本研究解析基于战略信息管理的服务管理系统模式设计和保障机制，对于拓展企业战略信息管理理论和实践具有重要的指导作用，并为服务管理系统在企业战略信息管理中的应用起到启发和推动的作用。本研究从服务经济是社会经济发展的必然趋势这一研究背景出发，基于目前企业战略信息管理的发展出现服务战略导向的现象，以及通过对服务管理系统现状的分析研究，提出了基于战略信息管理的企业服务管理系统模式研究的重要性和研究意义，继而引导出本研究主题、研究内容、研究方法以及研究的创新点。本研究对企业战略管理、战略信息管理和服务管理的理论进行了系统整理和研究。本研究聚焦在基于战略信息管理的企业服务管理系统模式结构模式、实现模式和保障机制的分析和研究，属于企业战略管理、战略信息管理和服务管理的理论研究范畴，在此基础上，本研究指出了现有研究的贡献与不足，以利于本研究主题的提出。企业战略管理、战略信息管理的理论研究在国内外是比较全面、成熟的理论体系。本研究整理的不是其研究成果的全部，而是侧重在与服务管理系统关系紧密的几个方面，包括企业战略管理导向研究、信息技术战略、信息资源管理战略、客户关系管理战略、信息组织战略及电子商务战略等。对于服务管理理论遵循相同思路，截取了与服务管理系统密切相关的服务管理模型、服务管理战略、服务管理与信息技术、服务导向研究等方面做深入研究。经过对这些相关理论的回顾，不难发现，目前理论界不论是在战略管理、战略信息管理还是服务管理理论研究的框架下，服务管理与信息技术相结合的研究还不够深入和系统，这有利于为本研究主题拓展更多的研究空间。本研究通过对战略信息管理系统的体系结构、技术结构及案例分析入手，设计出基于战略信息管理的服务管理系统内容结构及功能结构框架，并逐一进行了分析研究，解析了设计方案的目标、功能及特点。同时，设计出基于战略信息管理的企业服务管理系统结构模式和实现模式，并对服务管理系统的保障机制做了深入阐释。本研究以拥有服务管理系统的DC公司作为案例，作者为本研究做了大量案例研究，自2008年至2012年历时三年多，搜集整理DC公司服务管理实践经验，获得大量一手资料，深入分析了该公司的服务管理系统，对DC公司服务管理系统的结构设计、外包管理、能力管理及服务质量管理进行了有针对性的研究，以便印证本研究基于战略信息管理服务管理系统模式设计的可行性。论述了基于战略信息管理的企业服务管理系统运行的内在机理和系统实现的保障机制。通过研究服务生命周期、服务价值链、服务供应链、服务文化、IT治理等理论，提出了服务管理系统的信息分析机制、信息控制机制、信息共享机制、信息传播机制及系统风险控制机制。本研究的创新点是： 1.设计了基于战略信息管理的企业服务管理系统结构模式。本研究从企业战略信息管理出发，打破以往对服务管理系统单纯技术层面的研究，结合企业战略管理、战略信息管理和服务管理的理论，在分析企业服务管理的构成要素和借鉴企业应用实践成果的基础上，设计了基于战略信息管理的企业服务管理系统结构模式。 2.设计了基于战略信息管理的企业服务管理系统实现模式。包括服务外包管理模式、服务能力管理模式和服务质量管理模式，并对每个模式的设计、管理流程体系及运用的管理策略进行了论述,并逐一进行了案例分析研究。 3.提出了基于战略信息管理的企业服务管理系统的保障机制。本研究提炼了基于战略信息管理的企业服务管理系统保障机制的内在机理和理论依据，系统阐述了基于服务价值链的信息分析机制，基于生命周期理论的信息控制机制，基于服务供应链的信息共享机制，基于服务文化的信息传播机制和基于IT治理的风险控制机制。
英文摘要：	Today, the social economic development has entered the era of service economy with the application of information technology in the service management system becoming a new research topic. The development of network technology, the development of research on service management theory as well as the summary of enterprise practice experiences have all made it possible for the design and realization of service management systems. Under the current enterprise development stage, the offering of standard service management system for customers has been an important competitive approach in upgrading company’s profitability and brand images. The enterprise service management system has become a critical component in the strategic information management while the enterprise service management system is deemed as a breakthrough over the constitution of traditional call center. This study and analysis are based on the design and assurance mechanism of service management system model in the strategic information management. This is of instrumental guiding role for exploring the theory and practice of enterprise strategic information management and is going to enlighten and promote the application of service mangement system in the enterprise stragetic informantion management. Looking from the study background with service economy being the must-have trend of social and economic development and based on the phenomena of service strategy orientation appearing in the development of enterprise strategic information management, this study proposed the importance and research significance of researching the enterprise service management system model based on the strategic information management through the analysis of status quo of service management systems. And on top of that, it lists out the research themes, research content, research methodology and innovative points of the study. This study makes a systematic sorting and research on the theories of enterprise strategy management, the strategic information management and service management, focusing on the structural model of enterprise service management system based on the strategic information management, the analysis and research of realization model as well as assurance mechanism. It belongs to the theoretical research range of enterprise strategy management, the strategic information management and service management. On such basis, this study points out the contribution and shortcomings of ezisting studies which is beneficial for the put-forward of this study theme. The theoretical study of enterprise strategy management as well as the strategic information management has become a complete and sophisticated theoretical system at home and abroad. The main sort-out content of this study is not the whole part of such research results, but stressing on the aspects closely connected with the service management system, including the orientation research of enterprise strategy management, IT strategy, information resource management strategy, customer relationship management, information organization strategy and e-commerce strategy. By analyzing the system structure, technical structure and case studies of the strategic information management system, this study designs the content structure as well as functional framework of service management system based on the strategic information management and makes analysis on each of them, stipulating the target, function and features of the designing plan. In the meantime, it also comes up with the design of structural model and realization model of enterprise service management system based on the strategic information management, giving in-depth comment on the assurance mechanism of service management system. Taking the DC company that owns service management system as an example, the study author carries out numerous case studies and between 2009 and 2012, he spent three years to collect the practice experiences of DC company’s service management, gaining a lot of first-hand materials which is good for his analysis of this company’s service management system. Besides, he makes specific research on the structural design, outsourcing management, capability management and service quality management of DC company’s service management system so as to verify the probability of this study’s model design for the service management system based on strategic information management. The study introduces the internal concept and the assurance mechanism of enterprise service management system in operation based on strategic information management. And through research of theories on service life cycle, service value chain, service supply chain, service culture and IT governance, it puts forward the information analytic mechanism, information control mechanism, information sharing mechanism, information spreading mechanism and system risk control mechanism of the service management system. 1. It designs the structural model of enterprise service management system based on strategic information management. Taking the enterprise strategic information management as the goal, it breaks through the traditional research on the technical side of service management system and by combining the theories of enterprise strategy management, strategic information management and service management, it comes up with the design of structural model of enterprise service management system based on strategic information management on the basis of analyzing constitutional elements of enterprise service management in addition to citing some practical achievements of enterprise applications. 2. It designs the realization model of enterprise service management system based on strategic information management, including management model of service outsourcing, management model of serviceability and management model of service quality. Moreover, it makes comment on each model’s design, management process system and applicable management policies, carrying out case studies on each of them. 3. It puts forward the assurance mechanism of enterprise service management system based on strategic information management. The study streamlines the internal concept and theoretical evidences of the assurance mechanism for the enterprise service management system based on strategic information management, systematically reviewing the information analytical mechanism based on service value chain, the information control mechanism based on life cycle theory, the information sharing mechanism based on service supply chain, the information spreading mechanism based on service culture and the risk control mechanism based on IT governance.
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