【作者】 姚遥；

【导师】 何龙飞；

【作者基本信息】 天津大学 ， 工商管理， 2020， 硕士

【摘要】 世界经济持续下行,增长动能趋缓,各国政策向内倾斜,贸易保护主义持续升温,“逆全球化”趋势使全球经贸摩擦加剧,贸易量减少。在此背景下,全球海运集装箱市场开始出现进出口需求量减少、市场不景气、新客户开发困难等问题。航运企业如何在内部减少运营开支、精简结构,在外部拓展经营领域,提高客户综合满意度已经成为各大航司急需处理的问题。业务流程改造作为现代企业的行之有效运营管理的手段,可以精简内部组织结构,调整公司运营方向,提高客户满意度从而提高企业的综合竞争力。流程改造在各大国际海运公司已经做过很多尝试,本文重点讨论以提高客户满意度为目标,从客户角度来设计调整流程,使流程更好贴合客户和市场。航运企业业务涉及到较多环节是一个相对复杂的过程,存在很多的不确定性因素,任何一个环节的疏忽都会对客户产生不良影响甚至额外的费用,所以实施过程中要从细节处着手,循序渐进的推进改造。本文研究的内容主要是CMA航运公司的业务流程改造项目,研究过程从CMA公司的业务、客户、以及总公司运营三个方面的需求分析展开,以提高客户满意度为最终目标,通过专家和小组调查形式汇总得出CMA公司目前流程中的急需改造的环节,利用层次分析模型和模糊综合评价模型对业务改造项目进行科学分析和评价。评价指标确认后根据流程改造的相关理论方法对CMA公司的关键业务环节进行修正或再设计。最后汇总业务改造前后的各项数据,以及客户反馈情况,通过数据的对比来检验证流程改造的成效。成效显示此次以提高客户满意度为目标的流程改造工程是一次及时且必要的工作,对企业内部操作流程、人员管控的完善和修正,对外部的客户体验的提升都产生深刻影响,帮助企业进一步完善客户服务体系,提升企业运营的稳定性,长久性以及可持续性。更多还原

【Abstract】 The world economy has continued to decline and growth energy has slowed.Various countries had issued policies to have business tilted inward.Trade protectionism has heat up,that result in exacerbating process of “reverse globalization”and trade friction.In this circumstance,the global shipping market has experienced troubles,such as disbalance of supply and demand,market sluggish,and difficulties in finding a new client.How to save resources internally,expand business’ s scope and increase client’s satisfaction,have been become major issues that global carriers are rush to solve.Business process management as an effective management method for modern company,had been identified successfully worked for streamlining the redundant organizational structure and process,adjusting direction of management and operation,improving client’s satisfaction and thus raise up company’s overall competitiveness.Some Shipping companies have implied BRI project,this research differentiated with previous project,will focus on its object of improving client satisfaction,match internal process with client’s demand and market trend.A whole journey of shipping included multiple business party,complex rule.Oversighting in any step will have a negative impact on client,therefore implementing BPI in shipping industry should be prudent in details,step by step proceeded.This thesis takes BPI project of CMA Shipping Company as the main content of this study.First it conducted a demand analysis on business,client and direction of head office for purpose of summarizing the weakness in the current process of CMA Company.Then,to well proceed with BPI project,BPI group and experts conduct and sort process by using tool of the analytic hierarchy process model.At the same time,the customer is invited to make an evaluation of the BPI project.The results of analysis are taken as BPI main targets that the group will redesign or improve according to the relevant theoretical methodology of BPI.Finally,the effect of BPI is checked and fed back through the comparison of data before and after BPI.The statistics of comparison identified the necessaries and good influence of BPI project,which help CMA standardizing work process and job design,improving client’s satisfaction,will benefit company overall performance in long term.更多还原