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厦门水务集团运作系统探析

文档名称:厦门水务集团运作系统探析
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文档名称:厦门水务集团运作系统探析
文档关注次数:1366
文档格式:纸质版或者PDF电子版(用Acrobat Reader打开)或Word版本doc格式
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文档大小:2896KB
上传者:kuanghaigubi
添加时间:2019/05/14
内容摘要:
厦门大学
硕士学位论文
厦门水务集团运作系统探析
姓名:吴剑宏
申请学位级别:硕士
专业:工商管理
指导教师:许志端
20081015
中文摘要
中文摘要
作为城市建设与发展的基础性行业,水务企业直接关系到社会公共利益和人
民群众生活质量,以及城市经济与社会的稳定和可持续发展。然而,在相当长的
段时间里,我国水务行业客户服务体系仍不完善,客户服务业务发展缓慢,业
务流程冗长、烦琐、效率较低,较为严重的制约着企业市场机制较好的发挥。
本文主要围绕供水企业的运营管理进行研究,通过对厦门水务集团的现状以
及国内外行业的发展现状进行分析,尝试寻找厦门水务企业运作战略和客户服务
系统以及企业内部结构的不足之处,利用企业运营管理方面的知识对企业运作战
略进行重新的选择与规划,对企业业务流程进行重组(BPR)和客户服务系统进行
完善,以利于提高企业管理水平,提升服务水平,提高客户满意度,降低企业成本
在达到提升企业的社会服务效应的同时尽可能的提升经济效益。
文章通过分析企业的战略和客户服务系统以及现有的关键工作流程,结合同
行业的改革成果,提出新的战略规划构想和完善客户服务体系,重组企业的部分
流程结构,分析新的战略规划构想实施过程中将会面临的问题以及流程重组已实
施部分的效果等方面,从而对企业整个运作系统进行探索,试图达到提升组织的
绩效,提高企业运营能力的目的。
关键词:水务企业;运作系统;改善探索
Abstract
Abstract
As one of the foundational businesses of city construction and
development, water supply business is directly related to social public
benefits, the quality of peoples life, as well as the stability and
sustainable development of citys economy and society. However, for a long
time, customer service have far from been perfect in the water supply
business in China, with its slow development, tedious business process
which is full of trivial details, inefficient, and seriously restricting
its further markets
This thesis aims to do some research on the management of water supply
business through the analysis of the present situation of Xiamen Water
Group as well as the current situation at home and abroad, try to search
for a move strategy for Xiamen water business and find out the shortcoming
resulting from the customer service system and the water group itself
reselect and program business move strategy by making use of the knowledge
of business running, rearrange the business enterprise process(BPR)and
perfect the customer service system to improve business management
service level, customers satisfaction, reduce production cost, and
improve social business service as well as its economy
With the analysis of business strategy and customer service system
and key working process now available, combining the reform achievement
of the same trade, a new strategy of program conception and perfect
customer service system is thus put forward to rearrange part of the
processing structure of the business. And with the analysis of the
problem when the new strategy program conception is put into practice and
the effect part of process rearranged will take, the whole business move
strategy system is thus to be explored so as to achieve the improvement
of an organization and effect of business running
Key words: Xiamen water; operation system; analysis and improvement
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