【作者】 刘飚；

【导师】 蔡淑琴；

【作者基本信息】 华中科技大学 ， 管理科学与工程， 2004， 博士

【摘要】 企业业务流程再造是现代企业生产经营中的重要课题。全球经济一体化、顾客需求的多样化、科技进步使企业的经营环境和管理环境发生了深刻变化,传统的经营管理模式受到了严峻的挑战,企业唯有创新才能在激烈的市场竞争中求得生存与发展。因此,以提倡创新、面向顾客、变革业务流程为核心思想的BPR一直是学术界和企业界关注的热点课题。本文运用作业成本管理、排队论和灰色理论的思想与方法,深入研究了BPR中业务流程的分析和评价问题。要降低实施BPR的风险,关键问题就是对企业现有业务流程和未来的业务流程进行分析和评价。业务流程再造虽然是非常先进的管理理论,但其实施的成功率并不高,导致BPR项目失败的最主要因素之一是缺乏合理的、可量化的业务流程评价指标体系,以及对业务流程再造方案评价的有效方法。文中在对企业绩效评价指标体系、业务流程评价指标体系、业务流程成本的计算与分析方法、业务流程效率、业务流程再造方案评价的方法进行了综述性研究的基础上,提出了建立一套完善的业务流程评价指标体系、寻找一种综合考虑各种因素对业务流程再造方案进行评估的方法,是解决当前业务流程再造失败率高的有效途径。文中对业务流程的构成与特点进行了较为详细的分析和研究,在此基础上对企业业务流程再造的定义进行了综述性研究,提出了业务流程的形式化描述方法和业务流程再造的效果图表示模型。由于业务流程再造的实施成本较高,为了减少业务流程再造的盲目性,提出企业应将主要精力集中到企业的核心业务流程上,再造应主要针对核心业务流程展开;文中接着从四个方面分析了影响业务流程再造的宏观和微观影响因素,即企业所面临的经营环境已发生了巨大的变化因素、信息技术飞速的发展因素、新兴管理思想存在不足之处因素、新兴管理技术需求因素。在此基础上构造了业务流程再造的影响力模型。本论文在分析BPR本质特征的基础上,提出反映企业业务流程基本性能的四<WP=4>项宏观评价指标体系,即业务流程成本、业务流程质量、业务流程顾客满意度、业务流程效率,并提出各项指标的细化方法和相应的指标。在业务流程成本分析上,运用发展较为成熟的作业成本法和作业成本管理理论,提出业务流程成本性态分类方法,将业务流程成本分为流程变动成本、长期变动成本和流程固定成本三种性态,文中在建立了业务流程通用成本性态模型的基础上,为了满足对业务流程成本分析的需要,对通用成本性态模型进行了两级细化,经细化后的流程成本模型可以提供动态的和精确的业务流程成本信息。在业务流程质量分析上,根据四项指标之间的关系,简化业务流程质量的概念,提出流程质量应主要分析流程产品/服务的“符合性”标准,通过对业务流程所提供的产品或服务与“符合性”标准的比较,量化业务流程产品或服务的质量。在业务流程顾客满意度分析上,提出以流程下游顾客评价为主的业务流程满意度评价方法,基于这一思想建立了业务流程顾客满意度计算模型。在业务流程效率分析上,首先建立了一个反映业务流程所有因素的时间模型,然后基于将复杂问题简单化的原则,运用排队论并把握流程及作业对资源消耗的实质,建立复杂业务流程的排队论模型,通过该模型可以计算出反映业务流程及流程中的作业执行效率指标。在业务流程综合性能的评价上,由于业务流程评价指标之间关系的灰性,提出基于灰聚类评估的业务流程综合性能的评价方法,运用该方法可以对业务流程再造方案进行评价,BPR项目小组可以在评价的方案评价的基础上选择满意的方案。论文最后通过一个案例研究说明本文所建立的分析模型和评价方法效果的正确性和有效性。更多还原

【Abstract】 Business Process Re-engineering(BPR)is an important issue in the modern enterprises. Because of integration of the world economy, the diversification of buyer’s requirements and science and technology improvement, the business environment and management environment of companies have been deeply changed, and the traditional management pattern has been austerely challenged. Only initialing innovation can the company survive and develop. So BPR has received much attention because of it’s ideas of innovating, focusing on customers and reengineering processes.This dissertation deeply explores the analysis and evaluation of business process in BPR with the ideas and methodology of Activity Based Cost, Queuing Theory, and Gray Theory. Aim at reduceing risk of BPR, the key problems are the analysis and evaluation on the business processes in existence and the to-be business processes. Although BPR is extremely advanced management theory, its successed rate is low in practice. The main reason is short of a reasonable and quantitative evaluation index system. It also lacks of effective ways to evaluate reengineering scheme. Based on studying the present situation of corporation’s performance evaluation index system, busines process evaluation index system, the ways of business process cost calculation and analysis, business process efficiency analysis, and the ways to evaluate reengineering scheme studying by scientists. This dissertation proposes that it is effective way to set up a sort of perfect business process evaluation index system and find a perfect ways to evaluate reengineering scheme.On the base of analyzing and studying business process’s structure and feature, this dissertation studies the definitions of BPR, and gives an formal description of business process and the model of BPR effective graph. Because the cost of BPR is high, corporation must focus on core business processes. Macroscopic and microcosmic fact <WP=6>effects BPR on four aspects, they are the great change of business environment, the development of information technical, the weakness of new management theory, and the requesting of new management technology. This dissertation sets up an influence model on BPR.On the base of analyzing performance of business processes sufficiently, this dissertation proposes a macroscopic evaluation index system that reflects business process’s all aspect, it’s business process cost, business process quality, business process customer satisfaction, and business process efficiency, puts forward the way how to getting the sub-index. About business process cost analyzing, through using Activity-Based Costing (ABC) and Activity-Based Costing Management (ABCM) theory, this dissertation proposes a new way to classify business process cost character. The business process cost is classified as three kinds of type, such as process variable cost, long variable cost, and fixed cost. On the base of setting up universal cost characteristic model, by way of satisfying business process cost analyzing, this dissertation subdivides the univerals cost characteristic model on two grades. Through subdividing, the models can provide dynamic and accurate business process cost information. On the basis of relationship of four indexes, this dissertation predigests the concept of business process quality and proposes business process quality “coincident” criterion. Through comparing process product/service quality with “coincident” criterion, business process quality can be measurable by quantity. This dissertation gives a method to analyze business process customer satisfaction based on backward position customer evaluation, and sets up a model for calculating business process customer satisfaction.Business process efficiency is analyzed in the dissertation. First, business process time model is set up that reflects all aspect of business process. Afterward, on the principle of simplification complex time problems, a complex business process’ queuing <WP=7>model is established by using queuing theory. The mo更多还原