【作者】 陈冰；

【导师】 许志端；

【作者基本信息】 厦门大学 ， 工商管理（MBA）（专业学位）， 2018， 硕士

【摘要】 在线外卖是以互联网为交易平台,餐饮企业将餐点送至顾客指定位置的餐饮服务形式。在线外卖是餐饮连锁企业开展在线订餐业务的最主要业态。K公司是世界知名餐饮连锁企业,2007年在中国市场推出外卖1.0系统,开展在线外卖业务。为顺应我国在线外卖市场的高速发展,K公司将外卖业务作为企业重点战略,并于2017年推出了新的外卖系统。论文以K公司优化营运端外卖流程为例,在分析K公司发展在线外卖业务面临的外部环境和竞争优势基础上,运用鱼骨图、ASME表格等流程管理工具对1.0系统存在的问题进行诊断,提出了优化K公司外卖流程的优化思路,以及配送服务、硬件调整、软件升级、KPI指标等四个方面的改进措施。对比新旧系统的运行成效,我们发现:尽管新系统对K公司提升KPI和外卖营业额影响有限,但是新流程通过总部云端实现了对外卖订单和骑手的实时管理,将流程管理活动从45个减少到18个、总流程时间从48分钟降低到30分钟,取消了派单员工作站、减轻了餐厅管理组的工作强度,显著降低了餐厅运营端的人力成本、有效提升了餐点的配送效率,有助于K公司实现“保持在我国餐饮连锁行业领先地位”的战略目标。论文对于传统餐饮连锁企业运用流程管理理论应对移动互联时代的商业挑战、实现企业发展战略目标具有良好的借鉴意义,对于研究移动互联时代同类型企业的转型具有一定的理论价值。更多还原

【Abstract】 Online catering delivery is a form of catering service that takes the Internet as the trading platform and delivers the meals to the designated locations of customers by the catering enterprises.Online catering delivery is the most important form of online food ordering for chain restaurants.K company,which launched the Catering Delivery(1.0 system)to carry out Delivery business in Chinese market in 2007,is a world-famous catering chain enterprise.In order to comply with the rapid development trend of China’s online food ordering market,K company which made Digitalization and Catering Delivery service as the key strategic direction,launched the new Catering Delivery System in 2017.Taking the optimization of the delivery process at the operating terminal of K Company as an example,and based on the analysis of the external environment and competitive advantages of online delivery business,the paper carried out diagnosis of the problems existing in the 1.0 system by adopting the process management tools such as Fishbone Diagram,ASME form,put forward the optimization approaches of optimizing the delivery process of K Company,as well as the improvement measures in four aspects:delivery service,hardware adjustment,software upgrade and KPI index.Comparing the performance of the new and the old systems,we found that although the new system has limited impacts on the KPI and delivery turnover of K Company,the new system has realized the real-time management of delivery riders through the cloud terminal of headquarters,reduced the process management activities from 45 to 18,as well as the total process time from 48 minutes to 30 minutes,canceled the delivery men workstation,relieved the working intensity of the restaurant management team,and significantly lowered the labor cost of the operating terminal in the restaurant,which can effectively improve the catering delivery efficiency and help K Company to achieve its strategic goal of "keeping the leading position in the restaurant chain industry in China".This paper has a good reference significance to use the process management theory to deal with the business challenges in the mobile Internet era and achieve the strategic goals of enterprise development for traditional restaurant chain enterprises,whic has a certain theoretical value for studying the transformation of enterprises of the same type in the mobile Internet era.更多还原