-I- 摘要 近年来伴随着全球贸易量的逐年递增以及船舶现代化、专业化、大型化、多样化 趋势，船舶服务在整个航运中重要性日益凸显。而目前中国 的船舶服务企业正处在规 模小，管理方式落后，服务能力较低的阶段。本文以船舶服务行业的标杆企业T航 运公司为研究对象，通过调查法和深度访谈法分析其业务流程中存在的 问题，利用 BPR理论对T航运公司业务流程进行了集团化再造，从而实现其在成本、质量、服 务和速度等方面的根本性改变，提升了企业的核心竞争力。 本文首先阐述了研究背景 和研究意义，归纳了国内外有关流程再造的相关理论， 为论文的研究奠定了理论基础；其次，介绍了T航运公司的概况及当前的业务流程， 并运用价值链理论对T航运公司的主要 活动进行分析，找出关键性流程。并对关键 性流程进行深入分析，找出影响其价值增值的关键点；再次，利用流程再造理论对T 航运公司流程进行了整体规划，确立业务流程再造 的目标、方法和步骤。结合先进的 信息系统，对企业的销售报价流程、采购流程和物资配送流程进行了再设计。构建了 以数据管理为基础，集团化管理为核心的，适合船舶服务 企业规模化发展的业务流 程；最后，本文通过建立有效的保障措施来确保业务流程的正确实施，并对业务流程 进行科学评价，以保障业务流程的持续优化。 关键词：业务流程再 造；销售报价流程；采购流程 燕山大学工商管理硕士学位论文 - II- Abstract In the recent years, with increasing of world trade, and the ships becoming the modernization, specialization, large-scale and diversification, ship services have become increasingly important in shipping business. However, most Chinese marine supply companies were small scale, low level of management and service ability. In this context, it takes T Marine Service Ltd (TMS) as the object of study, adopts the method of survey study and interview to analyzes the problem of business process, to redesign TMS business process by BPR theory, achieving its fundamental changes in cost, quality, service and speed, and enhance the company’s core competitiveness. Firstly, this paper elaborates the research background and research significance, summarizes relevant theories about process reengineering both at home and abroad, and lays a theoretical foundation for the study of the paper; Secondly, it introduces the overview of the current business process of TMS company, and applies the value chain theory to TMS's main activities to identify the key processes. In-depth analysis of key processes to identify key points affecting the value-added; Thirdly, after overall planning of the TMS process by BPR, it establishes of business process reengineering goals, methods and steps. Combining with the advanced ERP information system, it redesigns the sales-quotation process, purchasing process and stores delivery process. Build a business process that is based on data management and group management, which is suitable for the scale development of ship service companies. Finally, this paper establishes effective safeguard measures to ensure the correct implementation of business processes and scientifically evaluates business processes, to ensure continuous optimization of business processes. Keywords: BPR; sales and quotation process; purchasing process 目 录 -III- 目 录 摘要 .................................................................................................................................... I ABSTRACT .......................................................................................................................... II 第1章 绪 论 .................................................................................................................... 1 1.1 研究背景及意义 ........................................................................................................ 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 ...................................................................................................... 5 1.2.3研究现状评述 ...................................................................................................... 7 1.3研究内容和方 法......................................................................................................... 7 1.3.1研究内容 .............................................................................................................. 7 1.3.2研究方法 .............................................................................................................. 8 第2章 业务流程再造理论基础 ...................................................................................... 10 2.1 业务流程再造的概念及内涵 .................................................................................. 10 2.1.1 业务流程再造的概念 ....................................................................................... 10 2.1.2 业务流程再造的内涵 ....................................................................................... 11 2.2 业务流程再造实施的原则及核心观点 .................................................................. 12 2.2.1 业务流程再造的实施原则 ............................................................................... 12 2.2.2 业务流程再造的核心观点 ............................................................................... 13 2.3 业务流程再造的常用的方法及实施步骤 .............................................................. 14 2.3.1 业务流程再造的常用工具 ............................................................................... 14 2.3.2 业务流程再造的分析及再造方法 ................................................................... 15 2.3.3 业务流程再造的实施步骤 ............................................................................... 17 2.4 本章小结 .................................................................................................................. 18 第3章 T航运公司业务流程分析 ................................................................................... 20 3.1 T航运公司企业现状 ............................................................................................... 20 3.1.1 企业简介 ........................................................................................................... 20 3.1.2 业务流程简介 ................................................................................................... 21 3.1.3 价值链分析 ....................................................................................................... 23 3.2 T航运公司业务流程分析 ....................................................................................... 25 燕山大学工商管理硕士学位论文 - IV - 3.2.1 销售流程分析 ................................................................................................... 25 3.2.2 采购流程分析 ................................................................................................... 28 3.2.3 配送流程分析 ................................................................................................... 32 3.3 T航运公司业务流程中存在的问题 ....................................................................... 33 3.3.1 业务流程冗长 ................................................................................................... 33 3.3.2 流程紊乱 ........................................................................................................... 34 3.4本章小 结................................................................................................................... 34 第4章 T航运公司业务流程再造方案设计 ................................................................... 35 4.1 T航运公司流程再造的总体规划和前期准备 .........