摘要
企业环境伴随着经济全球化和信息化的发展发生了巨大的变化，同时也伴随着一场企业管理革
命的发生。在这一国际形势下，业务流程管理应运而生，崭新的管理理论和体系以及相应的技术手
段也随之而来。业务流程管理理论传入中国的时间并不是很长，东西方文化和理念有着一定程度上
的差异，面对这样的不同，我国企业如何对其进行借鉴，在什么样的条件下能将这一理论进行更好
的认识和发挥，这些都是我们将要面临的共同问题

本论文在吸收国内外相关的理论研究成果的基础之上，利用业务流程再造理论的方法与工具，
从企业内部信息处理和流转效率的提升入手，打破部门间的壁垒，解决职责不清、执行不到位等问
题，建立起以客户为中心的、适应当前竞争要求的家庭宽带业务长流程。本文综合运用了文献研究
法、调查法、案例分析法等研究方法，由表及里，由浅入深的全面剖析了石河子移动家庭宽带业务
流程的现状和存在的问题，从资源的审核、业务开通、投诉处理和故障修复这几个关键的环节进行
重新的规划和改革，为公司的持续发展提供保障。同时，在实施的过程中还需要绩效考核、维护等
管理制度作为保障措施，不断缩小企业与竞争对手之间的差距，适应新的竞争态势的需要

本文共有六个部分的内容。首先综述了选题的目的和意义，阐述企业流程管理和企业能力理论
的基本内涵和国内外研究现状，同时说明了本论题的研究内容、方法和创新之处。第二部分是业务
流程再造相关的理论知识，主要包括流程再造的的定义、内涵和特性，并详细阐述了流程再造的方
法和步骤、阐述了相关原则。第三分部针对石河子移动公司关键业务流程现状进行分析。第四部分
针对存在的问题提出具体再造实施方案。第五部分从绩效考核保障、流程维护与管理、运营策略几
个方面提出了实施再造的保障措施。第六部分分析流程再造后的效率

关键词：业务流程；再造；问题；措施II
Abstract
Enterprise environment with the economic globalization and the development of information
technology has undergone tremendous changes, but also accompanied by a business management
revolution occurred. In this international situation, business process management came into being. New
management theory and system and the corresponding technical means also followed. Business
management theory then began to pass into China, but the introduction of practice is not very long. East
and West culture and philosophy have a certain degree of difference, in the face of such a different, how to
learn its enterprises in China under what conditions can be a better understanding of this theory and play,
these are we will The common problem facing.
On the basis of absorbing the relevant theoretical research results at home and abroad, this paper
analyzes the business process of Shihezi Mobile Company with its own actual situation. The purpose of
this paper is to make use of the methods and tools of business process reengineering theory, start from the
improvement of information processing and circulation efficiency in the enterprise, break the barriers
between departments, solve the problem of unclear responsibilities. To meet the current competitive
requirements of the broadband business process. In this paper, we use the methods of literature research,
investigation, case analysis and other research methods, from the table and in the shallow depth of a
comprehensive analysis of Shihezi mobile current problems and broadband business status quo. And
finally put forward from the three aspects of team, planning and evaluation model, the resource review,
business opening, complaint handling and fault repair these key nodes to re-planning and reform for the
company&39;s sustainable development to provide protection. At the same time, in the implementation process
also need performance appraisal, maintenance and other management system as a safeguard measure, and
constantly narrow the gap between enterprises and competitors, adapt to the needs of competitive situation.
Specifically, this article has six parts.This paper first summarizes the purpose and significance of the
topic, expounds the basic connotation of enterprise process management and enterprise capability theory
and the research status quo at home and abroad, and explains the research content, method and innovation
of this topic. The second part introduces the theoretical knowledge of business process reengineering,
including the definition, connotation and characteristics of process reengineering, and elaborates the
methods and steps of process reengineering, and expounds the relevant principles. The third division
analyzes the current business process status of Shihezi Mobile Company. The fourth part puts forward the
concrete reconstruction plan for the existing problems. The fifth part puts forward the safeguard measures
to implement the reconstruction from the aspects of performance appraisal, process maintenance and
management, and operational strategy. The sixth part analyzes the efficiency of the process reengineering.
Key words: business process, reengineering, problems, measuresIII
目 录
第 1 章 绪论......1
1.1 研究背景......... 1
1.2 选题的目的和意义....2
1.3 国内外研究现状........ 2
1.3.1 国外有关业务流程再造方面的研究.3
1.3.2 国内有关业务流程再造方面的研究.3
1.4 研究内容......... 5
第 2 章 业务流程再造相关理论知识.7
2.1 流程再造的内涵.........7
2.1.1 业务流程再造管理理论溯源..7
2.1.2 业务流程再造定义......8
2.1.3 业务流程再造特征......8
2.2 业务流程再造的原则.9
2.2.1 顾客导向的原则..........9
2.2.2 以效果为目的的原则..9
2.2.3 以流程为核心的原则..9
2.3 业务流程再造方法.....9
2.3.1 全新式再造法..9
2.3.2 渐进式再造法10
2.4 业务流程再造的一般过程...10
2.4.1 业务流程再造准备....10
2.4.2 确立流程再造的具体计划....11
2.4.3 流程再造涉及事项.... 11
2.4.4 流程再造的评估和持续改进11
第 3 章 石河子移动公司家庭宽带业务流程现状分析.......12
3.1 公司简介....
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