【作者】 朱琳；

【导师】 刘力钢；

【作者基本信息】 辽宁大学 ， 工商管理（专业学位）， 2012， 硕士

【摘要】 2011年,全球经济形势越来越错综复杂,国际金融市场呈现剧烈动荡之势,欧债危机还在持续蔓延。从国内的情况来看,虽然国民经济发展是总体向好,实现了平稳较快的增长,但经济发展中仍存在大量的矛盾和问题,其中,经济增长所造成的下行压力与物价上涨所形成的压力是共同存在的,这就必然会给企业今后快速的发展之路必然造成一定的影响。受全球经济不景气及国内宏观经济调控等因素影响,2011年外需疲软、内需放缓,工业自动化与驱动产品的需求增速减缓,全年已经呈现“前高后低”的走势。但在国家节能减排及制造业转型升级的大背景下,整个中国工业自动化市场仍然保持了较好的增长势头。现当今竞争日益激烈的工业自动化与驱动行业中,SMZ作为全球工业与驱动业务领域领先技术的供应商之一,积极地致力于为工业自动化客户提供创新以及环保的产品与解决方案。凭借其固有的完整的自动化技术与驱动工业软件技术、扎实的自动化行业市场专业以及以核心技术为基础的服务,工业自动化与驱动业务领域帮助客户提高其生产力、工业自动化与驱动业务领域也帮助客户提高效率,工业自动化与驱动业务领域更是帮助客户提高灵活性。然而,竞争对手亦在高速进步发展。在产品和质量相差无几的情况下,快速高效优质的服务等问题已经成为了公司管理者在管理中所面临的最主要的挑战,因此商务流程的亟待优化和优质服务的大力加强已经变成了整个业务中的最重要的部分。管理者也逐渐从关注成本、资源和经济形势上转变为更加关注流程是否是最有的,是不是还有优化的空间。作为SMZ沈阳分公司流程优化的制定者和参与者之一,本文从真实实际情况出发,本文根据SMZ沈阳分公司商务流程实施中的实际情况,对其进行梳理、分析并借鉴德国总部的先进商务流程管理模式从而发现现行流程中所存在的造成低效的因素和问题并找出根本原因,并针对存在的问题提出了具有实效性的商务流程优化的策略,给出建议和解决方案、完善、改进和优化流程,并使用标杆管理进行比较,找出差距从而提高工作质量、提高工作效率、提高客户满意度,降低成本、降低劳动强度、从而提升企业在整个行业的竞争力。同时,这些商务流程中被优化的部分全部都在实施或是运行中。更多还原

【Abstract】 In2011, the global economic situation is anfractuous and the international market is facing downturn, besides that the crisis still exists and remains overspread. For domestic situation, although the national economy is overall good, making the steady and fast increase to be realistic, conflict and matters are still existing especially economic down and price up which give the big pressure to enterprises. With the impact of global economy depression and macroeconomic regulation and control, the demand of industry product slows down. While under the background of energy saving and emission reduction, the industry automatic market of whole country still remains a good increase. Nowadays,Automation industry is facing a tough economic situation and mastering challenges is what we do on a daily basis, however, the big challenges is not only come from the traditional products or quality but also the more efficient and excellent service. The top management absolutely keeps an eye on adjusting the costs, and thus the resources, to the current business situation. But for now, on top of that, SMZ HQ has to pay more attention on making our work flow more efficient, reduce unnecessarily complicated processes and review whether we have enough room to optimize the work flow and process. As one of participators of the optimizing assignment, and from the real and current situation of SMZ Shenyang Branch’s work flow, I analyzed the whole work flow and try to find out the problems and shortcomings, and just base on these findings to dig out the solution and relevant workflow optimized strategy and also apply benchmark and other methods to improve working quality and enhance working efficiency and most important to raise customer’s satisfaction. In the same time, all the optimized part of work flow is going to be carried into execution or working well on it in daily work.更多还原