随着经济全球化的发展和市场的不断扩充，客户要求在不断提高，而同行的 同质化竞争却日益激烈。通过流程管理来提升公司的效益，提高内部管理效率， 成为助力企业可持续高速发展的“利器”。学习并借鉴国际先进的流程管理理念， 在激烈竞争中保持优势成为企业必须面对的问题。 本文中的 TX 公司正处于激烈的同质化竞争，当前的工程订单流程不流畅， 导致公司内部成本增加，使得交付能力下降，进而影响着公司的业务发展。本文 通过研究国内外流程优化的理论知识和分析案例，阐明研究的意义及理论基础； 通过抽样调查TX公司的工程订单流程现状并进行分析，进一步归纳和确定问题， 针对问题重点分析；理论和分析并从 TX 公司的实际战略方向提出改善方案，如 数据标准化、订单流程优化以及搭建数据共享平台等，并辅以配套措施和制度， 推动方案顺利实施；回访和调研实施效果，TX 公司经过优化后的流程，极大程 度得提高了投入产出比，提升了客户满意度，进一步促进了公司的可持续发展。 本文希望通过对 TX 公司工程订单流程的优化，给其他处在当前环境中的公 司开展流程管理提供一定价值的参考方案。流程管理和优化并非一次性的工作， 仍需要后续不断的完善和提升，方能应对多变的市场和激烈的竞争，并保持稳定 的增长。 关 键 词，企业信息化，工程订单，流程管理，优化研究 论文类型，应用/专题研究浙江工业大学硕士学位论文 TX公司工程订单流程优化研究 II RESEARCH ON ENGINEERING ORDER PROCESS OPTIMIZATION OF TX COMPANY ABSTRACT With the development of economic globalization and the continuous expansion of the market, customer requirements are constantly improving, and the homogenization competition of peers is increasingly fierce. Through process management to enhance the company's efficiency and improve internal management efficiency, it has become a tool for the sustainable and rapid development of enterprises. Learning and drawing on international advanced process management concepts, maintaining advantages in fierce competition has become a problem that enterprises must face. The TX company in this article is in the fierce homogenization competition. The current engineering order process is not smooth, which leads to the increase of the company's internal costs, which makes the delivery capacity decline, which in turn affects the company's business development. This paper clarifies the significance and theoretical basis of the research by studying the theoretical knowledge and analysis cases of process optimization at home and abroad ； Through sampling and investigation of TX company's engineering order process status and analysis, further summarize and identify problems, focus on problem analysis； Theory and analysis and propose improvement plans from the actual strategic direction of TX company, such as data standardization, order process optimization and construction of data sharing platform, supplemented by supporting measures and systems to promote the smooth implementation of the program；After returning to the survey and researching the implementation effect, TX's optimized process has greatly improved the input-output ratio, improved customer satisfaction, and further promoted the company's sustainable development. This paper hopes to provide some valuable reference solutions for the process management of other companies in the current environment through the optimization of the TX company engineering order process. Process management and optimization are not one-off jobs. They still need continuous improvement and improvement in浙江工业大学硕士学位论文 TX公司工程订单流程优化研究 III order to cope with the ever-changing market and fierce competition and maintain stable growth. KEY WORDS: Enterprise Information; Engineering Order; Process Management; Optimization Research TYPE OF THESIS: Application Research浙江工业大学硕士学位论文 TX公司工程订单流程优化研究 IV 目 录 1 绪论................................................... 1 1.1 研究背景 ......................................................1 1.2 研究意义 ......................................................2 1.3 研究内容 ......................................................2 1.4 研究方法和技术路线 ............................................3 1.4.1 研究方法 ..................................................3 1.4.2 技术路线 ..................................................4 2 相关理论综述........................................... 5 2.1 流程的定义 ....................................................5 2.2 国内外现状分析 ................................................5 2.2.1 国内研究现状 ..............................................5 2.2.2 国外研究现状 ..............................................7 2.2.3 研究现状小结 ..............................................8 2.3 流程优化基本原则 ..............................................8 2.4 订单流程设计优化方法 ..........................................9 2.4.1 DMAIC 模型 ................................................9 2.4.2 ESIA 分析法 ..............................................11 2.4.3 SDCA 循环 ................................................11 2.4.4 优化方法总结 .............................................12 3 TX 公司现状分析 ....................................... 13 3.1 TX 公司介绍以及业务规划 ......................................13 3.1.1 TX 公司介绍...............................................13 3.1.2 业务规划 .................................................14 3.2 现有工程订单流程介绍 .........................................15 3.3 现有订单流程问题及原因分析 ...................................16 3.3.1 问卷调查范围和设计 .......................................16 3.3.2 现有订单流程问题原因汇总以及分析 .........................22 4 工程订单流程设计优化.................................. 25 4.1 工程订单流程设计优化的原则和目标 .............................25 4.1.1 工程订单流程设计优化的原则 ...............................25 4.1.2 工程订单流程设计优化的目标 ...............................26 4.2 工程订单流程优化 .............................................27 4.2.1 “端到端”订单流程建立 ...................................27浙江工业大学硕士学位论文 TX公司工程订单流程优化研究 V 4.2.2 “一站式”系统平台 .......................................30 4.2.3 手机 App 订单处理平台 .....................................32 4.2.4 可视化数据共享平台 .......................................33 4.3 基础数据规整 .................................................36 4.3.1 产品数据标准化 ...........................................37 4.3.2 客户档案数据管理 .........................................38 5 方案实施步骤及效果.................................... 39 5.1 工程订单流程优化方案实施步骤 .................................39 5.1.1 成立项目组，确定项目细节 .................................39 5.1.2 企业信息化系统优化实施 ...................................39 5.1.3 基础数据规整实施 .........................................39 5.2 工程订单流程优化推进规划 .....................................40 5.2.1 公司领导的支持和推动 .....................................40 5.2.2 培训体系保障流程运行 .....................................41 5.2.3 制定配套激励与考核机制 ...................................41 5.2.4 持续制度保障优化执行 .....................................42 5.3 工程订单流程优化结果 .........................................42 5.3.1 优化效果回访 .............................................42 5.3.2 优化后结果分析 ...........................................44 结论.................................................... 47 6.1 结论 .........................................................47 6.2 展望 .........................................................47