-I- 摘要 如今，随着不断丰富的企业管理理论的出现和信息技术的发展，企业的管理者 逐渐开始意识到管理信息系统对于企业核心竞争力的重要价值，逐渐将信息系统运 用在企业的管理方面。秦皇岛中理公司属于中小型的国有企业，成立至今已经有五 十多年了，近些年在现场作业的信息化程度上虽然有所提升，但是在生产业务管理 的信息化水平相对较低。本篇论文针对该企业的生产业务管理中的发展需求，结合 有关管理信息系统的理论，站在信息化的层面上，全面的规划和设计了秦皇岛中理 公司的生产业务管理信息系统，具有一定的现实意义。 本论文的目的是为秦皇岛中理公司提供生产业务问题的解决方案。本篇论文先 对选题的来源、研究价值以及国内外的研究现状进行了阐述。着重列举出业务流程 中的问题。在对生产业务流程分析和再造的过程中，借助排队论数学模型对排队指 标进行了计算，根据重要环节的拥堵程度分析，因地制宜的对作业效率进行提高； 借助管理信息系统视角，深入分析了秦皇岛中理公司现有的信息化程度，并将线下 的新流程全部放到线上，实现业务流程更加的规范化、数字化，不仅实现了工作效 率的提高，还加深并优化了各个组织间的联系，完成了业务流程的重造。 最后，根据秦皇岛中理公司的生产业务管理工作的现实状态，基于制度、人才、 资金以及组织的角度上制定出了对信息系统的实施进行保障的方案，同时借助于平 衡计分卡这一手段，基于客户满意程度、运营步骤、财务以及学习和成长这几个方 面对该方案的实行效果进行了验证。 关键词：业务流程再造；管理信息系统；系统设计 燕山大学工商管理硕士学位论文 -II- Abstract With the development of enterprise management theory and information technology， more and more enterprise managers realize information management and information system is of great significance to improve the competitiveness of enterprises，and the application of information system in enterprise management is becoming more and more important. COSTACO QHD is a small and medium-sized state-owned enterprise with a history of more than 50 years. In recent years，COSTACO QHD has been continuously improving the information level of enterprise management， and has also made some progress in the informatization of production operations. According to the development needs of production business management of COSTACO QHD，this paper plans and designs the production business management information system of Qinhuangdao Zhongli Company from the point of view of management informatization by using the relevant theory of management information system，which has certain practical significance. The purpose of this paper is to provide solutions to production business problems for COSTACO QHD. This paper first introduces the background of the topic， the significance of the research and the research status of management information system at home and abroad. The problems in the business process are highlighted. In the process of analysis and reengineering of production business process，the mathematical model of queuing theory is innovatively used，and the queuing index is calculated，so as to obtain the congestion degree of key links and improve the operation efficiency. The advanced Abstract -III- management tool of management information system is selected scientifically，the existing information degree of COSTACO QHD is deeply analyzed，and the new process is transferred from offline to online as a whole. Using the information system to digitize， standardize and normalize the business process，improve the work efficiency and break the organizational boundary at the same time，and realize the reengineering of the business process. Finally，according to the actual situation of the production business management of COSTACO QHD，this paper puts forward the scheme to ensure the implementation of the information system from the aspects of organization，system， personnel and funds，and uses the balanced scorecard tool to verify the effect of the implementation of the process reengineering scheme from the four levels of finance， customer satisfaction，business process，learning and growth，standing at the strategic level. Evaluate the long-term value created by this scheme to enterprises from a long-term perspective. Keywords: business process reengineering; management information systems; system design 目 录 -V- 目 录 摘要 ............................................................................................................................ I Abstract ......................................................................................................................... II 第1章 绪 论 ............................................................................................................. 1 1.1 研究的背景和意义 .......................................................................................... 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 研究评述 ................................................................................................... 6 1.3 研究内容和方法 .............................................................................................. 6 1.3.1 研究内容 ................................................................................................... 6 1.3.2 研究方法 ................................................................................................... 7 第2章 相关理论基础 ................................................................................................. 9 2.1 业务流程再造理论 .......................................................................................... 9 2.1.1 业务流程再造的方法步骤 ....................................................................... 9 2.1.2 业务流程再造的分析评价工具 ............................................................. 10 2.2 管理信息系统基本理论 ................................................................................ 12 2.3 管理信息系统规划理论 ................................................................................ 13 2.3.1 信息系统规划概述 ................................................................................. 13 2.3.2 信息系统规划的特点 ............................................................................. 14 2.4 信息系统规划方法 ........................................................................................ 14 2.5 信息系统开发方法 ........................................................................................ 16 2.6 本章小结 ........................................................................................................ 18 第3章 秦皇岛中理公司生产业务及信息化现状分析 ........................................... 19 3.1 秦皇岛中理公司概况 .................................................................................... 19 3.2 秦皇岛中理公司生产业务流程现状 ............................................................ 20 燕山大学工商管理硕士学位论文 -VI- 3.3 秦皇岛中理公司生产业务流程存在的问题 ................................................ 22 3.3.1 业务委托办理分散 ................................................................................. 22 3.3.2 调度分配时效性差 ................................................................................. 22 3.3.3 内部沟通机制不畅通 ............................................................................. 23 3.3.4 作业过程监督管理不到位 ..................................................................... 24 3.3.5 业务数据信息共享不到位 ..................................................................... 25 3.4 秦皇岛中理公司生产业务流程效率分析 .................................................... 25 3.5 秦皇岛中理公司信息化现状及存在的问题 ................................................ 26 3.5.1 公司信息化