-I- 摘要 在多变的市场环境中，国内企业为提高自身的市场竞争力，企业内部都在“管理” 上下功夫，认为只要各部门各尽其职，通过信息化技术协调沟通，增强团队意识，就 可以减少运营成本，提高工作效率。流程管理被应用后，以为建立了工作流程就是流 程管理，其实只不过是执行“惯例”而已。所以对于已经建立了流程管理的公司，急 需相关理论和工具进行流程优化。本文在这种背景下，对海湾公司的业务流程管理进 行了深入研究。 首先，通过介绍选题背景及相关理论，阐述对海湾公司业务流程管理研究的实际 意义。通过学习国内外相关文献，对业务流程管理理论进行了梳理，并对主要理论和 工具进行总结。 其次，对海湾公司业务流程管理现状及主要问题进行分析。从公司业务流程管理 的发展、管理对象、取得的成绩进行归纳，总结管理中的问题。通过进行企业内问卷 调查和访谈，结合理论和工作实践，进行公司级别业务流程管理问题综述。 再次，有针对性的以某几个业务流程为例，从管理层面切入，结合公司流程管理 的现状，运用理论工具分步骤进行流程管理优化方案的设计。根据制定的目标，依据 可靠的理论模型提出可实施的方案。并就实施方案进行推广，进而覆盖全业务流程的 管理。 最后，提出实施的保障措施。针对优化方案提出有效的保障措施，保证方案能够 顺利实施。 关键词，公司运营；运营成本；业务流程管理；优化设计燕山大学工商管理硕士学位论文 -II- Abstract In the changeable market, in order to improve their market competitiveness, domestic enterprises are working hard on management. They believe that as long as all departments do their duty, coordinate communication through information technology and enhance team awareness. After the application of process management, it is thought that the establishment of workflow is process management, but it is only the implementation of conventions. Therefore, for companies that have established process management. Under this background, this paper makes an in-depth study on the business process management of GST. Firstly, by introducing the background of the topic and related theories, this paper elaborates the practical significance of the research on GST. By studying the relevant literature at home and abroad, the theory of business process management is sorted out, and the main theories and tools are summarized. Secondly, the current situation and problems of BPM in GST are analyzed. This paper summarizes the development, management objects and achievements of the company's business process management, and summarizes the problems in management. The author carries out a questionnaire survey and summarizes the problems of business process management at the company level. Thirdly, taking some business processes as an example, combining with the current situation of the company's process management, the optimization scheme is designed step by step with theoretical tools. The implementation plan is extended to cover the management of the whole business process. Finally, the implementation of the safeguard measures. Aiming at the optimization scheme, effective safeguards are put forward to ensure the smooth implementation of the scheme. Keywords: company operation; operating costs; business process management; optimization design目 录 -III- 目 录 摘要.............................................................................................................................I ABSTRACT.................................................................................................................. II 第 1 章 绪 论..............................................................................................................1 1.1 研究背景与意义 ................................................................................................1 1.1.1 研究背景......................................................................................................1 1.1.2 研究意义......................................................................................................2 1.2 国内外研究现状 ................................................................................................3 1.2.1 国外研究现状 ..............................................................................................3 1.2.2 国内研究现状 ..............................................................................................4 1.2.3 国内外研究评述...........................................................................................6 1.3 研究内容与方法 ................................................................................................7 1.3.1 研究内容......................................................................................................7 1.3.2 研究方法......................................................................................................8 第 2 章 相关理论基础.................................................................................................10 2.1 流程及流程管理理论.......................................................................................10 2.1.1 流程理论....................................................................................................10 2.1.2 流程管理理论 ............................................................................................ 11 2.2 企业生命周期理论...........................................................................................13 2.3 常用理论模型..................................................................................................16 2.3.1APQC 流程管理模型 ..................................................................................16 2.3.2 詹姆斯.哈林顿 BPI 模型............................................................................17 2.3.3 波特价值链模型.........................................................................................17 2.4 本章小结..........................................................................................................19 第 3 章 海湾公司业务流程管理现状及主要问题......................................................20 3.1 公司概况..........................................................................................................20 3.1.1 海湾公司简介 ............................................................................................20 3.1.2 海湾公司组织框架结构.............................................................................22 3.2 海湾公司业务流程管理现状...........................................................................23 3.3 海湾公司业务流程管理问题调查及结果........................................................26 3.4 海湾公司业务流程管理问题及原因分析........................................................30 3.4.1 海湾公司业务流程管理问题 .....................................................................30燕山大学工商管理硕士学位论文 -IV- 3.4.2 流程管理问题原因分析.............................................................................32 3.5 本章小结..........................................................................................................33 第 4 章 海湾公司业务流程管理优化方案..................................................................34 4.1 业务流程管理优化原则和目标.......................................................................34 4.1.1 优化原则....................................................................................................34 4.1.2 优化目标....................................................................................................35 4.2 业务流程管理优化方案设计...........................................................................37 4.2.1 流程管理知识的系统性宣传 .....................................................................37 4.2.2 组建项目团队及建立项目制度..................................................................40 4.2.3 确定流程管理框架.....................................................................................42 4.2.4APQC 梳理公司流程管理结构...................................................................43 4.2.5 阶段性流程优化步骤及流程的选取..........................................................44 4.2.6 应用波特价值链和 BPI 模型对流程进行优化..........................................46 4.2.7 流程