【作者】 陈静；

【导师】 林建华；

【作者基本信息】 西北大学 ， 工商管理（专业学位）， 2013， 硕士

【摘要】 近年来大型商场突发、危急、灾难等危机事件频频发生,给零售业的经营管理带来极大挑战。本文以山东银座商城股份有限公司危机管理工作为研究样本,就企业在发展过程中出现的各种危机现象和危机事件,进行深入探讨,深刻剖析当前银座从公司总部到连锁百货门店在危机管理工作中存在的问题和漏洞,进而提出优化危机管理的方案设计,以及确保方案规范执行和有效落地的各项保障措施。本文沿着“选题背景--理论概述--现状分析—方案设计--保障措施--结论”的思路,从六个方面对银座商城优化危机管理工作进行回顾、总结和剖析,以先进的危机管理理论为依据,以当前在危机管理中存在的问题为研究对象,集中展开对银座商城优化危机管理方案的论述和可行性方案的设计。首先阐述危机管理在现代企业管理中的特殊性和发展趋势,提出研究危机管理的必要性；其次对当前世界上先进的危机管理理论和发展背景进行概括性介绍；然后就银座总部及其下属各百货连锁门店在危机管理中存在的管理漏洞和流程、措施等方面进行深入剖析,从而得出银座商城优化危机管理工作的最佳方案设计和保障措施。本文采用系统分析法、案例分析法和理论与实践相结合三种方法展开研究,力求文章结构合理、论点清晰、分析透彻、措施得当、方案科学、保障有力。本文通过理论探索、问题分析和实践结合,提出的银座商城优化危机管理方案设计和保障措施,必将有效弥补当前银座内部危机管理工作的不足,对指导银座商城提升对抗危机风险能力、规范危机处置程序、降低危机发生几率、提升优化危机管理质量将起到较大的积极作用。相信优化危机管理方案的出台一定会伴随银座商城的展店步伐,降低危机风险,为企业经营发展保驾护航。更多还原

【Abstract】 Great Challenges was brought to the management of retail industry, with critical incidents like emergency, calamity has happened more frequently in recent years. This paper will take INZONE management as an example, to make detailed research and analysis of crisis management optimizing about chain department store, point out the problem in INZONE management, and propose solutions, so it could provide reference to domestic chain department group which will make great practical significance.The paper will propose constructive solutions to crisis management optimizing of INZONE according to the thought that "theoretical foundation-problem analysis-scheme design-safeguard measure". To make analysis of concept of crisis management in enterprise, and character of crisis; to expound the purpose and significance of crisis management optimizing, then to obtain the optimum solution about the INZONE management promotion, combined with further analysis about current situation of INZONE crisis management. The text will mainly research on the samples that the crisis management incidents happened in the INZONE chain stores, make conclusion of the good experiences, and deep summary of deficiencies through them. Finally, an omnibearing and stereometric solution will come out, with system and measure to make it receive an effective execution. The article will research under the three methods:system analysis, case analysis and integrating theory with practice. The content is making analysis on crisis management of large chain department store, to find out the disadvantage lying in crisis management of INZONE with analysing the samples, and promote the solution.Chapter one is introduce of topic selection background, research idea with method, research contents; Chapter two mainly elaborates concept and character of crisis management, purpose and significance to improve it. Chapter three is about current situation, issue and of analysis of causes of INZONE crisis management. Chapter four will promote the solution of INZONE crisis management optimizing. Chapter five gives the measures to safeguard the solution. Chapter six will summarize the conclusion.The solution that the paper will give plays a positive role in directing the INZONE to promote the ability of resistance crisis, normalize the program of dealing with the crisis, reduce probability of crisis occurrence, improve quality of crisis management optimizing through theoretical exploration, integrating theory with practice. It is worthy believing that the coming out of the solution will help the INZONE lower the crisis risks, and convoy the enterprises during the expansion.更多还原