【作者】 王虎；

【导师】 黎志成；

【作者基本信息】 华中科技大学 ， 管理科学与工程， 2002， 博士

【摘要】 汽车产业是国民经济的支柱产业,同时也是典型的传统企业,又兼有劳动密集、资本密集与技术密集的特点。汽车产业的商务信息化是以计算机技术、网络技术与通信技术为代表的现代信息技术为手段,结合汽车产业的商务运营模式,对汽车产业传统的低效率的市场运作方法加以改善,使这个传统产业在信息时代换发青春。信息技术带动传统产业的改造和升级是世界工业发展趋势,随着我国加入WTO,汽车市场的竞争日趋激烈,如何利用信息技术加速我国汽车产业在商务信息化方面的发展进程,提高其市场竞争力,是摆在我国汽车产业面前的重大理论和实践课题,也是本论文研究的目的和所要解决的问题。论文对国内外汽车产业商务信息化的实践进行了全面的分析和总结,对汽车产业商务信息化从供应链管理技术、电子商务应用技术和客户关系管理技术三个关键技术方面的理论研究成果进行了综述。论文从汽车产业在我国的经济地位出发的,分析了汽车产业对国民经济的巨大带动作用。指出了我国汽车产业在面临着历史性发展机遇的同时,也存在由于信息化基础薄弱,信息资源缺乏规范化,标准化的管理,信息资源共享程度差,缺乏公共商务平台,以及对商务信息化的认识不到位等等问题。论文提出了我国汽车产业商务信息化影响因素模型,并分四个层次对这个模型进行了分析。提出了以决策者以及所有员工对商务信息化所持的观念、认识及态度,企业的业务流程对商务信息化的需求,企业对商务信息化的投入力度,企业是否能够建立并持续有效地执行支持商务信息化的信息标准、业务流程以及企业是否拥有支持商务信息化系统运行的管理与技术人才等因素构成的汽车企业内部环境因素体系;以汽车企业内部的基本业务活动,包括产品设计与制造、生产运作管理、零部件采购、产品销售、内部物流控制、以及人力资源、财务管理等构成的汽车产业基本业务信息化水平因素体系;以汽车企业供应链管理系统、客户关系管理系统以及企业电子商务系统构成的汽车产业商务信息化技术因素体系和以政府及行业主管部门、客户及合作伙伴、金融机构几个方面组成的汽车企业外部生存环境因素体系。论文同时分析了政策因素对信息化发展的影响,提出了促进我国汽车产业商务信息化发展的政策建议。汽车产业物流供应链管理的有效实施是现代汽车物流方式的一场革命,它作为一种先进的管理技术和组织方式,通过优化物流供应链管理,可以降低企业物流成本,提高综合服务质量,进而增强企业竞争力。论文通过对供应链系统中“牛鞭效<WP=4>应”的分析,提出了基于信息共享模式的抑制“牛鞭效应”的方法,并研究了汽车产业供应链上供需双方在数量上的博弈。论文分析了我国汽车产业供应链管理的应用现状和发展趋势,提出了汽车供应链管理系统的核心功能体系,并利用UML技术建立了敏捷汽车供应链各实体之间序列图,提出了敏捷汽车供应链系统体系结构模型。论文结合我国汽车产业的实际情况,从外部网络环境,内部信息平台建设,安全问题,网上支付问题等方面分析了我国汽车企业实施电子商务的各种技术要素,从企业信誉,企业管理水平和信息化意识,物流配送,政策法规等方面分析了我国汽车企业实施电子商务的各种非技术要素。同时分析和优化了汽车商务活动的主要流程。在此基础上,论文中重点提出了我国汽车产业的电子商务公共平台模型,定义了该模型的目标,核心流程体系,业务模式以及功能,并对这个模型中的功能进行了设计。根据汽车工业由大批量生产向大规模定制转变的要求,汽车企业实施客户关系管理已迫在眉睫。论文从汽车企业营销及服务体系的变化趋势,汽车制造商、销售商对客户信息的需求,客户满意度对汽车制造商、销售商经营业绩的影响,以及市场竞争的需要等方面分析了汽车企业实施客户关系管理的动因,提出了汽车企业优化流程的原则与策略,指出汽车企业的行业特点和个性化需求是优化流程的前提,设计出的流程应当具有可行性、可控性和回溯性。在分析汽车企业客户关系管理业务流程的基础上提出了汽车企业以面向客户为目标的分析型CRM模型,这一模型阐述了购车目标客户,汽车企业CRM流程以及功能之间的相互关系。论文还建立了针对汽车企业CRM模型的包含客户细分,销售分析和市场分析的主要分析指标,并从市场管理、销售管理、服务管理、客户管理、呼叫中心、分析决策等方面对汽车企业CRM系统进行了功能设计。更多还原

【Abstract】 The automobile industry is a pillar industry of the national economy, at the same time it is typical traditional enterprises too, it has the characteristic of labor intensity, capital intensity and Skill-intensive. The commercial informationization of the automobile industry is a modern information technology represented by technology of the computer , network technology and communication technology as the means, combining the commercial operation mode of the automobile industry, improves the poor efficiency of market operation method of automobile industry , makes this traditional industry change the youth at information age.It is the industrial development trend of the world that the information technology drives the transformation and upgrading of the traditional industry, as our country joins WTO, competition of the automobile market is becoming fiercer, how to utilize informationization to accelerate the development process in the respect of business informationization of automobile industry of our country, it is a great theory and practice question put before the automobile industry of our country to improve its market competitiveness, they are also the problem which this thesis wants to study and solve. This thesis carries on overall analysis and summary of domestic and international automobile industry commercial information, surveys the automobile industry business informationization from theory research results of three key technology aspect, that is supply chain management technology, application technology of E-Business and customer relationship management technology.The thesis sets out from the economic status in our country of automobile industry, has analyzed the enormous induced effect on national economy of automobile industry. It points out that the automobile industry of our country is while facing opportunity for development of history, the information resources lack the standardization, standardized management, information resource-sharing degree is bad, lack public commercial platform, as well as the problem of incompletely understanding of commercial informationization and so on which are because of poor information-based. The thesis has put forward the information-based influence factor model of commercial affair of automobile industry of our country, and has divided four levels and analyzed about this model. Mean that has put forward the idea, realization and attitude held by decision–maker and all the staff, the <WP=6>demands for the commercial informationization of business procedure of enterprises, the input power on commercial informationization of enterprises, whether enterprises can set up and sustain and carry out the information standard and business procedure which support the commercial informationization effectively , as well as whether enterprise has the automobile enterprise environmental factor system inside the enterprise which are composed of management and technician person supporting commercial affair information-based system operation; Include products design and manufacture with the basic operational activity inside automobile enterprises, produce operation management, the accessory purchasing, products selling, inner logistics control, and the human resources , financial administration, etc. It is Supply chain management with automobile enterprises, customer relationship management system and enterprise’s E-Business system that compose automobile industry business informationization technology factor system and automobile enterprise outer survival environmental factor system composed of several aspect of government, trade executive department, customer, cooperative partner, financial institution. At the same time, the thesis analyses the influence on informationization development of the policy factor, put forward the policy recommendations of promoting information-based development of commercial affair of automobile industry of our country.The effective implementation of automobile industry logistics supply management is a revolution of modern automobile log更多还原