工业工程

工业工程 ›› 2011, Vol. 14 ›› Issue (5): 116-120.

• 实践与应用 • 上一篇    下一篇

IE技术在货代业务流程优化中的应用

  

  1. 华南理工大学 工商管理学院，广东 广州 510641
  • 出版日期:2011-10-31 发布日期:2011-11-11
  • 作者简介:乐泓(1965-), 女, 湖南省人,讲师,博士,主要研究方向为运作系统设计和控制、系统仿真.
  • 基金资助:

    广东省软科学重点资助项目（2010A070103001）

Application of IE Technologies to the Business Process Reengineering of a Forwarder

  1. School of Business Administration, South China University of Technology, Guangzhou 510641, China
  • Online:2011-10-31 Published:2011-11-11

摘要： 运用工业工程技术，对某货代公司的业务流程进行了分析和改进，将传统的“粗放型”操作模式，即按客户分工、一票业务由个人全程负责，转变成由前台提供个性化服务和后台进行标准化操作相结合的“精细型”模式，制定了标准操作流程和岗位说明书，通过工作研究减少无效操作，配合新流程的要求，对管理信息系统进行改造，提高了工作效率和客户满意度。

关键词: 工业工程（IE）技术, 货代业务, 流程优化

Abstract:  The business process reengineering issue for a forwarder is studied in this paper. Traditionally, a customer order is processed with the outofdate way by just one person from the beginning to the end through the whole business process, leading to low productivity and low service quality. A number of industrial engineering (IE) technologies are used to analyze this process. Based on the analysis, the business process is reengineered. The new process is divided into two parts: the front and back ends. In the former, it provides customized service. In the latter, the business process is standardized, and tasks are clearly identified and described. Then, work study is conducted to eliminate redundancy tasks. To support the operation of the new process, the management information system is updated. As a result, both work efficiency and customer satisfaction are significantly improved.

Key words: industrial engineering (IE), forwarders, process reengineering