【作者】 林永毅；

【导师】 寇纪淞；

【作者基本信息】 天津大学 ， 管理科学与工程， 2007， 博士

【摘要】 鉴于BPM管理方法和信息技术的迅速发展及其在实际中的广泛应用,BPM的理论和研究正成为管理科学中的一个热点研究问题。本论文在研究了大量国内外相关文献基础上,以BPM在省级电信企业的应用为研究背景,对BPM的发展、面向客户服务的整合BPM、流程建模、流程优化、管理机制及BPM应用系统等专题进行了较为深入的探讨。主要研究内容包括:1、明确了业务流程的客户服务性和资源载体性,阐述了流程时效性与客户服务的关系。借鉴平衡记分卡BSC、客户服务管理、业务流程管理、ITLE等理论,整合“客户、战略目标、产品服务、业务流程、项目、绩效、资源、信息技术”等要素,提出了面向客户服务和生命周期管理的COSPRI整合BPM模型。将业务流程生命周期管理定义为策略、设计、部署、执行、监控、优化和退出七个环节。基于COSPRI模型,提出了一种战略目标实施支撑度的评估算法。2、提出了基于客户服务和多维对象关联的业务流程建模方法;总结了流程建模基础管理中的三统三分原则,即统一体系框架、统一建模标准、统一IT支撑、分层管理、分类管理、分区管理;提出支持业务流程标准化和柔性化的Y2SOA模型,通过流程客户服务和IT功能服务两个层面的标准化建设和个性化组合,提高业务敏捷性。3、提出了业务流程知识服务概念和知识服务框架,总结了业务流程的知识库模型。对面向多用户的流程发布和查阅服务、流程专业管理文件的编制服务、流程与IT应用的关联分析服务进行了应用探讨。4、从客户服务的角度出发,总结了基于ODS的流程分析挖掘与优化过程模型,提出了基于COSPRI模型和流程分析的流程绩效优化方法,以及基于流程挖掘的流程服务创新方法,并进行了应用探讨。5、提出了业务流程管理成熟度六级模型和业务流程管理四种策略,给出了业务流程管理的组织架构和岗位角色建议,以保障流程管理持续有效地推进。6、结合省级电信企业的BPM应用项目实施,对上述理论进行了实证研究,以验证理论的正确性,并取得良好效果。更多还原

【Abstract】 With the rapid development and the wide application of the BPM and information technologies, the theories of the BPM and its application research have become hot problems in the field of management science. Based on a large number of research references and the background of provincial telecom enterprise application of the BPM, the development of the BPM, the conforming BPM for customer service, the process modeling, the process optimizing, the management mechanism, and various BPM application systems were deeply researched. The main contents of this thesis are as follows.1. The business process attributes of customer service relativity and resource carrier relativity were defined. And the relationship between business process time-effect and customer-service was explained. By using theories of BSC, CRM, BPM, and ITLE, we analyzed multiple factors such as customer, strategy, service, business process, project, performance, resource, information technology, etc. The COSPRI model was constructed oriented customer-service, life-cycle management and the conforming BPM. The business process life-cycle included seven processes such as strategy, design, disposition, execution, controlling, optimization, and termination. Based on the COSPRI model, an evaluation algorithm of supporting degree on realizing strategy objectives was presented.2. A business process modeling method was put forward, which was based on customer-service and multi-dimensional objects associated. The three-unification and three-separation principle for process modeling basic management was reviewed, including uniform process system frame, uniform modeling standard, uniform IT supporting, hierarchizing management, grouping management and zoning management. The Y2SOA model which supported the standard and flexible business process was established. It could increase the business agility though combining the process customer service and IT system application service.3. The business process knowledge service concept and service framework were presented. A business process knowledge warehouse was defined. And Several Service applications were discussed, such as the process issuing and querying service for various users, process management file compiling service, and associated resource analysis service with process and IT system.4. From the view of customer service, the process model of process analysis, mining and optimizing based on ODS was formulated. The process performance optimizing method based on COSPRI model was put forward, and the process service innovating method based on process mining was advanced as well. The applications of the two methods were conducted.5. The six-level BPM maturity model and four policies of the BPM were presented. To maintain the BPM durative progress, the proposals of organization and position roles for the BPM are put forward.6. The application project of the BPM in provincial telecom enterprise was carried out, and the proposed models and methods were verified. Good practical effects were obtained.更多还原