CT公司带宽型业务流程优化的研究
摘要
全面质量管理(TQM)是一个包括理论、工具和培训方法在内的系统,它能达到快速提供服务并能使企业在急剧变化的市场竞争中降低企业运营成本的目的,从而提高了企业竞争力。
本文对基于全面质量管理的业务流程优化进行了探讨,以广州CT公司带宽型业务的业务交付流程为研究对象,并以全面质量管理(TQM)思想为基本理念,结合PDCA循环和价值流图分析等具体分析工具,通过对CT公司带宽型业务流程进行优化来实践和验证,最终达到有效压缩CT公司带宽型业务交付周期,从而提升CT公司综合竞争力。
本文首先对CT公司带宽型业务发展和工程建设的现状进行陈述;其次对业务流程优化和全面质量管理的历史发展及其相关性进行回顾,它包括了业务流程优化(BPI)和全面质量管理的特点、实施方法和趋势。以及两者之间的关联;第三以广州CT公司带宽型业务流程为例,得出了依靠全面质量管理实施流程优化的技术路线,包括界定问题、确定目标、要因分析、制定措施、监控结果等五阶段。最后得出结论。?
研究发现,采用PDCA循环和价值流图分析等分析方法,结合全面质量管理的思想,能有效缩短CT公司带宽型业务的提供时间,并能为CT公司业务流程的持续优化提供参考意见。本文主要贡献在于通过广州CT公司优化带宽型业务交付流程的项目,对影响CT公司业务流程的内因和外因进行了详细分析,证明了论文所建立的基于全面质量管理的业务流程优化方法的可行性和重要性。通过本文所述工作,对CT公司开展带宽型业务业务流程优化,有效压缩业务流程时间等方面的工作提供了具有实用价值的建议。
The article research the Business Process Improvement (BPI) base on the Totle Quality Management(TQM). TQM can help the corporation to reduce its operation cost and raise its competitiveness in the inconstant environment.
The thesis make the high-value-product in China Telecom Guangzhou Branch as the object of the research, and the research is based on the philosophy of TQM. The research used the method of PDCA cycle and the Value Stream Mapping(VSM) to improve the process of the high-value-product. And shorten the lasting time of the product, make the competitiveness of China Telecom higher and higher.
At first the thesis introduce the background and the condition of the high-value-product of Guangzhou Telecom; Secondly it looks back the history of BPI and TQM’s development, and the relationship between them, including their feature, the method and trends; Third, it lists the road map of how to use TQM to improve the Guangzhou Telecom’s business process, including five steps: defining, measurement, analysis, improvement and control. At the end the thesis drew the conclusion.
The Research finds that PDCA cycle and the Value Stream Mapping(VSM) can reduce the duration of offering the Telecom’s High-Value-Product. The BPI for Guangzhou Telecom’s high-value-product proves the possibility and effectiveness of using TQM in BPI, and the practicability of optimizing the telecom’s product.
本文对基于全面质量管理的业务流程优化进行了探讨,以广州CT公司带宽型业务的业务交付流程为研究对象,并以全面质量管理(TQM)思想为基本理念,结合PDCA循环和价值流图分析等具体分析工具,通过对CT公司带宽型业务流程进行优化来实践和验证,最终达到有效压缩CT公司带宽型业务交付周期,从而提升CT公司综合竞争力。
本文首先对CT公司带宽型业务发展和工程建设的现状进行陈述;其次对业务流程优化和全面质量管理的历史发展及其相关性进行回顾,它包括了业务流程优化(BPI)和全面质量管理的特点、实施方法和趋势。以及两者之间的关联;第三以广州CT公司带宽型业务流程为例,得出了依靠全面质量管理实施流程优化的技术路线,包括界定问题、确定目标、要因分析、制定措施、监控结果等五阶段。最后得出结论。?
研究发现,采用PDCA循环和价值流图分析等分析方法,结合全面质量管理的思想,能有效缩短CT公司带宽型业务的提供时间,并能为CT公司业务流程的持续优化提供参考意见。本文主要贡献在于通过广州CT公司优化带宽型业务交付流程的项目,对影响CT公司业务流程的内因和外因进行了详细分析,证明了论文所建立的基于全面质量管理的业务流程优化方法的可行性和重要性。通过本文所述工作,对CT公司开展带宽型业务业务流程优化,有效压缩业务流程时间等方面的工作提供了具有实用价值的建议。
The article research the Business Process Improvement (BPI) base on the Totle Quality Management(TQM). TQM can help the corporation to reduce its operation cost and raise its competitiveness in the inconstant environment.
The thesis make the high-value-product in China Telecom Guangzhou Branch as the object of the research, and the research is based on the philosophy of TQM. The research used the method of PDCA cycle and the Value Stream Mapping(VSM) to improve the process of the high-value-product. And shorten the lasting time of the product, make the competitiveness of China Telecom higher and higher.
At first the thesis introduce the background and the condition of the high-value-product of Guangzhou Telecom; Secondly it looks back the history of BPI and TQM’s development, and the relationship between them, including their feature, the method and trends; Third, it lists the road map of how to use TQM to improve the Guangzhou Telecom’s business process, including five steps: defining, measurement, analysis, improvement and control. At the end the thesis drew the conclusion.
The Research finds that PDCA cycle and the Value Stream Mapping(VSM) can reduce the duration of offering the Telecom’s High-Value-Product. The BPI for Guangzhou Telecom’s high-value-product proves the possibility and effectiveness of using TQM in BPI, and the practicability of optimizing the telecom’s product.
引文
[1]王馨迪,兰晓亭,于天水.业务流程优化的实施方法研究.河北工业科技, 2006
[2]梅绍祖, [美]James T C Teng.流程再造:理论、方法和技术.清华大学出版社, 2004
[3] [美]德鲁克著.管理的实践.齐若兰译.机械工业出版社, 1999
[4]迈克尔A.希特.战略管理:竞争与全球化(概念).吕巍译.北京:机械工业出版社, 2005. 7
[5]吴钢华,范广琳,张姝.北京市信息服务业发展报告.北京:中国发展出版社, 2006
[6]马凌,卢安文,何建洪.通信企业竞争优势战略.北京:人民邮电出版社, 2007
[7]韦乐平.三网融合的内涵与趋势.现代电信科技, 2000
[8]斯蒂芬.哈格.信息时代的管理信息系统.严建援译.北京:机械工业出版社, 2004. 3
[9] [美] Richard B Chase, Nicholsa J Aquilano著.运营管理(原书第11版).任建标译.机械工业出版社, 2007
[10] [美]JACK GIDO, JAMES P. CLEMENTS著.成功的项目管理.张金成译.机械工业出版社, 1999
[11] Flanagan, J. C. The critical meidem technique. Psychological Bulletin, 1954
[12] Kochanski J. Competency-based management. Training & Development, 1997
[13] Bashein B J, Markus M L, Riley P. Precondition for BPR Success and How to Prevent Failures. Information Systems Management, Spring 1994
[14] Shoji Shiba, Alan Graham, David Walden著.当代美国全面质量管理—管理中的四次实用革命.李天和译.上海交通大学出版社, 2003
[15]钟朝嵩著.全面品质管理.厦门大学出版社, 2003
[16] [美]迈克·鲁斯,约翰·舒克著.价值流图析.杜宏生译.人民交通出版社, 1999
[17] [美]玖.笛特,约翰.本珊特,基斯.帕维特著.管理创新—技术变革、市场变革和组织变革的整合.王跃红,李伟立译.清华大学出版社, 2003
[18] Stephen P Robbins, Mary coulter著.管理学.第七版.孙建敏,黄卫伟,王凤彬译.中国人民大学出版社, 2003
[19] PETER F DRUCKER著.卓有成效的管理者.许是祥译.机械工业出版社, 2003
[20] Kaplan R B, Murdock L. Core Process Redesign. The Mckinsey Quarterly, 1991
[21] Keeble P. A New Methodology for Business Process Re-engineering, 1995
[22] [日]小林裕.企业经营再造工程.北京出版社, 1995
[23] [美]项目管理协会.项目管理知识体系指南PMBOK.第三版, 2001
[24] McGraw-Hill. Juran: Juran’5 Quality Handbook. Fifth Edition, 1999
[25] J Champy. X-engineering the corporation. New York: Warner Books, 2002
[26] A·V·菲根堡姆著.全面质量管理.杨文士,廖永平译.机械工业出版社, 1991
[27]马林,罗国英著.全面质量管理基本知识.中国经济出版社, 2001
[28]王玉荣.流程管理,机械工业出版社, 2006. 4
[29] John Jeston, Johan Nelis. Business Process Management, Second Edition: Practical Guidelines to Successful Implementations, 2008
[30] M. Hammer. Beyond reengineering. New York: Harper Collins, 1996
[31]田智慧,王玉荣.流程管理实战案例.机械工业出版社, 2007
[32]黄培伦,岳渊.基于业务流程的工作分析方法及应用.科技与管理, 2005
[33]李松,高娜,王宁.业务流程再造的效果评价与流程的持续改进.工业技术经济, 2006
[34] Kochanski J. Competency-based management. Training & Development 1997
[35]陈云.业务流程重组的研究与实施.上海大学学报(自然科学版), 2003
[36] [美]约瑟夫·M·朱兰, A·布兰顿·戈弗雷著.朱兰质量手册.中国人民大学出版社, 2003
[37] [美]唐·泰平,汤姆·路易斯特,汤姆·舒克.价值流管理.东北财经大学出版社, 2005
[38]张春明.企业流程优化与PDCA循环的应用研究.大众商务, 2009. 3
[39]李刚,游传新.企业流程的优化策略探讨.长江大学学报, 2003
[40]艾凤义,王明哲.企业流程优化方法.商场现代化, 2007. 3
[41] Susan Page The Power of Business Process Improvement: 10 Simple Steps to Increase Effectiveness. Efficiency, and Adaptability, 2010
[42] Dan Madison Process Mapping. Process Improvement and Process Management, 2005
[43] Paul Harmon Business Process Change. Second Edition: A Guide for Business Managers and BPM and Six Sigma Professionals, 2007
[44] David Bustard, Peter Kawalek, Mark Norris. Systems Modeling for Business Process Improvement, 2000
[45] ERP: The Dynamics of Supply Chain and Process Management Avraham Shtub and Reuven Karni, 2009
[2]梅绍祖, [美]James T C Teng.流程再造:理论、方法和技术.清华大学出版社, 2004
[3] [美]德鲁克著.管理的实践.齐若兰译.机械工业出版社, 1999
[4]迈克尔A.希特.战略管理:竞争与全球化(概念).吕巍译.北京:机械工业出版社, 2005. 7
[5]吴钢华,范广琳,张姝.北京市信息服务业发展报告.北京:中国发展出版社, 2006
[6]马凌,卢安文,何建洪.通信企业竞争优势战略.北京:人民邮电出版社, 2007
[7]韦乐平.三网融合的内涵与趋势.现代电信科技, 2000
[8]斯蒂芬.哈格.信息时代的管理信息系统.严建援译.北京:机械工业出版社, 2004. 3
[9] [美] Richard B Chase, Nicholsa J Aquilano著.运营管理(原书第11版).任建标译.机械工业出版社, 2007
[10] [美]JACK GIDO, JAMES P. CLEMENTS著.成功的项目管理.张金成译.机械工业出版社, 1999
[11] Flanagan, J. C. The critical meidem technique. Psychological Bulletin, 1954
[12] Kochanski J. Competency-based management. Training & Development, 1997
[13] Bashein B J, Markus M L, Riley P. Precondition for BPR Success and How to Prevent Failures. Information Systems Management, Spring 1994
[14] Shoji Shiba, Alan Graham, David Walden著.当代美国全面质量管理—管理中的四次实用革命.李天和译.上海交通大学出版社, 2003
[15]钟朝嵩著.全面品质管理.厦门大学出版社, 2003
[16] [美]迈克·鲁斯,约翰·舒克著.价值流图析.杜宏生译.人民交通出版社, 1999
[17] [美]玖.笛特,约翰.本珊特,基斯.帕维特著.管理创新—技术变革、市场变革和组织变革的整合.王跃红,李伟立译.清华大学出版社, 2003
[18] Stephen P Robbins, Mary coulter著.管理学.第七版.孙建敏,黄卫伟,王凤彬译.中国人民大学出版社, 2003
[19] PETER F DRUCKER著.卓有成效的管理者.许是祥译.机械工业出版社, 2003
[20] Kaplan R B, Murdock L. Core Process Redesign. The Mckinsey Quarterly, 1991
[21] Keeble P. A New Methodology for Business Process Re-engineering, 1995
[22] [日]小林裕.企业经营再造工程.北京出版社, 1995
[23] [美]项目管理协会.项目管理知识体系指南PMBOK.第三版, 2001
[24] McGraw-Hill. Juran: Juran’5 Quality Handbook. Fifth Edition, 1999
[25] J Champy. X-engineering the corporation. New York: Warner Books, 2002
[26] A·V·菲根堡姆著.全面质量管理.杨文士,廖永平译.机械工业出版社, 1991
[27]马林,罗国英著.全面质量管理基本知识.中国经济出版社, 2001
[28]王玉荣.流程管理,机械工业出版社, 2006. 4
[29] John Jeston, Johan Nelis. Business Process Management, Second Edition: Practical Guidelines to Successful Implementations, 2008
[30] M. Hammer. Beyond reengineering. New York: Harper Collins, 1996
[31]田智慧,王玉荣.流程管理实战案例.机械工业出版社, 2007
[32]黄培伦,岳渊.基于业务流程的工作分析方法及应用.科技与管理, 2005
[33]李松,高娜,王宁.业务流程再造的效果评价与流程的持续改进.工业技术经济, 2006
[34] Kochanski J. Competency-based management. Training & Development 1997
[35]陈云.业务流程重组的研究与实施.上海大学学报(自然科学版), 2003
[36] [美]约瑟夫·M·朱兰, A·布兰顿·戈弗雷著.朱兰质量手册.中国人民大学出版社, 2003
[37] [美]唐·泰平,汤姆·路易斯特,汤姆·舒克.价值流管理.东北财经大学出版社, 2005
[38]张春明.企业流程优化与PDCA循环的应用研究.大众商务, 2009. 3
[39]李刚,游传新.企业流程的优化策略探讨.长江大学学报, 2003
[40]艾凤义,王明哲.企业流程优化方法.商场现代化, 2007. 3
[41] Susan Page The Power of Business Process Improvement: 10 Simple Steps to Increase Effectiveness. Efficiency, and Adaptability, 2010
[42] Dan Madison Process Mapping. Process Improvement and Process Management, 2005
[43] Paul Harmon Business Process Change. Second Edition: A Guide for Business Managers and BPM and Six Sigma Professionals, 2007
[44] David Bustard, Peter Kawalek, Mark Norris. Systems Modeling for Business Process Improvement, 2000
[45] ERP: The Dynamics of Supply Chain and Process Management Avraham Shtub and Reuven Karni, 2009