【作者】 李昕；

【导师】 卢涛；

【作者基本信息】 大连理工大学 ， 工商管理（专业学位）， 2012， 硕士

【摘要】 随着时代的发展和市场竞争的加剧,我国港口行业面临着一个严峻的竞争环境。而我国大多数港口在业务流程上存在很多问题,导致工作效率低下,企业成本浪费等等。而六西格玛管理方法对业务流程改进方面有着显著的效果,六西格玛管理方法的诞生,正是为了消除企业业务流程中存在的缺陷。六西格玛管理能够规范企业的工作环境,构筑码头服务品质,减少不必要的工作环节,提升港口自身形象,提高员工素质。本文详细介绍了业务流程改进及六西格玛管理方法的相关理论,并且描述了六西格玛管理方法的具体实施和DMAIC (D定义,M测量,A分析,I改进,C控制)的思路。本文引入盐田国际集装箱码头的案例,作为六西格玛项目实施的参考案例。盐田港身为世界大型单港码头之一,对六西格玛在港口业务流程优化的推广中具有重要的参考价值。在六西格玛的实施过程中,我们需要严格按照DMAIC的流程进行业务流程改善。其次,六西格玛的实施不是一蹴而就的,而且需要通过严格的考量和控制,因次我们也对盐田港实施六西格玛项目进行了可行性分析。本文通过一个实际案例——暂收归流程改善项目,描述了盐田港如何实行并推广六西格玛项目。最后,我们分享了六西格玛项目在实施过程中得到的一些启示与建议。本文以六西格玛管理方法在服务行业中的应用为重点,希望通过本文,可以对港口服务行业实施六西格玛管理提供参考依据。更多还原

【Abstract】 With the development and market competition. China’s port industry is facing a tough competitive environment. Most ports in China, there are many problems in the business process, lead to inefficiency and waste of the cost of doing business, and so on. Six Sigma management methods have a significant effect on business process improvement. Six Sigma management approach was bom. is to address the flaws in the enterprise business processes. Six Sigma to standardize the work environment and to build a pier service quality, reduce unnecessary aspect of our work, enhance the port’s own image, improve staff quality.This article describes the theory of business process improvement and Six Sigma methods, and describes the specific implementation of the Six Sigma management methods and the DMAIC (D definition. M measurement, A analysis, I improved, C control) ideas. This article introduces the case of the Yantian International Container Terminals, the reference case as the implementation of Six Sigma projects. As one of the world’s largest single-Ferry Terminal in Yantian Port, has important reference value of Six Sigma in the promotion of the port business process optimization. Six Sigma implementation process, we need to be in strict accordance with the DMAIC process business process improvement. Second, the implementation of Six Sigma is not easy, and requires strict considerations and control, dimensionless we of Yantian Port, the Six Sigma project feasibility analysis. In this article an actual case-temporarily reverted to the process improvement project, described Yantian Port on how to implement and promote Six Sigma projects. Finally, we share some inspiration and suggestions of Six Sigma projects in the implementation process. In this paper, the application of Six Sigma in the service industry focus, and hope that through this article, you can provide a reference implementation of the Six Sigma management port services industry.更多还原