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论文编号：	8678
作者编号：	2120142748
上传时间：	2016/12/7 9:44:30
中文题目：	T公司基于内部客户关系的业务流程改善策略与实施研究
英文题目：	Research on Business Process Improvement Strategy and Implementation based on Internal Customer Relationship of T Company
指导老师：	李季
中文关键字：	内部客户;客户关系;流程管理;业务流程改善
英文关键字：	Internal Customer;Customer Relationship;Process Management;Business Process Improvement
中文摘要：	随着中国改革开放与现代化建设进程的不断深入，企业之间的竞争也开始加强，某些历史悠久的企业在关注对外营销的同时，开始将目光转向自己的输出，从产品服务本身的质量入手，占领市场赢得客户。进入21世纪，电子信息行业迅猛发展，大大缩短了经济贸易的距离感，助推了企业进化的整体步伐，使得某些行业或企业不得不再一次接受市场经济的洗牌。全球经济正处在深刻的变革之中，经济全球化已经超越国界及地域的界限，全球金融自由化、全球经济纵向化加深、经济发展科技化已经成为当今企业经济活动的重要趋势。因此，激烈的经济环境，对企业的生存发展提出了新的考验。组织或企业更加关注市场经济环境，行业动态以及竞争对手的发展，以期进一步提高产品和服务 质量，但同时却往往容易忽略企业内部的高效运作和科学人性化的管理。 文章提出企业可以尝试通过对业务流程的改善，实现对内部客户关系管理和提升的作用。首先，对客户关系管理以及流程管理和流程改善的理论部分进行回顾，并发现各自的不足，提出文章创新之处在于将两者相结合。一方面，同过流程改善，提升内部客户之间的关系，消减工作矛盾；另一方面，员工关系改善了，工作效率将会有所提高，进而可以反作用于业务绩效。文章以T公司的销售安装流程作为研究的重点，结合电梯行业生产销售所具有的特殊性，对业务流程，内部客户满意度，使用SIPOC\QCPC\MFA等多种工具进行现状分析，使用VSM的改善方法，给出相应的改善方案和策略保障。 文章的研究范围仅局限于现阶段T公司销售安装流程，其研究意义的有效性和对行业的指导性有待进一步跟进，因此尚存在欠缺和不足。本文尝试通过流程改善在实际业务层面实现对内部客户关系加以提升，为决策层提供新的管理视角和思维模式。
英文摘要：	With the modernization process in China, the competition between enterprises has been strengthened; some enterprises in the long history of the attention of foreign marketing also began to turn their attention to their own output, with the quality of their products and services from the market. In twenty-first Century, the rapid development of electronic information industry, greatly shorten the economic trade distance, boosting the overall pace of enterprise evolution. The global economy is undergoing profound changes and gone beyond the borders of regional and global economic and financial liberalization, the global vertical deepening economic development of science and technology has become an important trend of the economic activities of modern enterprises. Therefore, Organizations or enterprises are more concerned about the market economy environment, industry trends and the development of competitors in order to further improve the products and services Quality, at the same time, it is often ignore the efficient operation of the enterprise and scientific and humane management。 The thesis puts forward that enterprises can try to improve the internal customer relationship management and enhance the role of internal customer relationship management through the improvement of business process. First of all, the theory of customer relationship management, process management and process improvement are reviewed, and their deficiencies are found. The innovation of this paper is to combine the two. On the one hand, with the improvement of the process, improve the internal relationship between customers, reduce work contradictions; on the other hand, employee relationship has improved, the work efficiency will be increased, which can effect on the business performance. This paper takes T company's sales installation process as the focus of the study, combined with the particularity of the elevator industry production and sales, business process, internal customer satisfaction, analyzed the status quo of the use of SIPOC\QCPC\MFA and other tools to improve the method of using VSM, the corresponding improvement scheme and security strategy. The research scope of this thesis is limited to the sales and installation process of T Company at this stage, the effectiveness of its research significance and the guidance of the industry to be further follow up, so there is still a lack of. This paper attempts to improve the internal customer relationship through the process improvement in the actual business level, to provide a new management perspective and thinking mode for the decision-making level.
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