I 摘要 近年来，中国经济发展突飞猛进。初步核算，2019年中国国内生产总值已达 990865亿元。在迅速扩大增强的市场需求和推进中，国内的相关产业也迅速发展， 从而使各类行业对于电力、给水、天然气等市政基础行业的需求也不断增加，导 致了国内天然气行业的竞争日渐激烈。一所天然气公司想要持续保持市场竞争力， 就必须深入挖掘自身的潜力，从经营管理及服务水平入手，打破自身运营管理禁 锢及瓶颈，以确保能够持续具有一定的竞争优势。那么对于天然气公司而言，客 户天然气接入服务相关业务流程的调整和改进就显得尤为重要了。 本文以A燃气公司的非居民客户天然气接入服务流程作为研究对象，通过分 析现有燃气接入服务流程，诊断出影响流程流转效率以及客户体验的问题点，并 剖析问题产生的深层次原因，提出有针对性的，并且符合公司当前战略定位和发 展形式的优化方案，同时设计与之相匹配的辅助措施，从而达到缩短非居民客户 天然气的接入周期，提升天然气接入服务效率的目的。 本文共分为六个章节，第一章阐述介绍了论文研究背景、目的、意义、国内 外文献综述以及论文的研究思路和结构。第二章介绍了城市燃气行业、A燃气公 司的发展现状，并对A燃气公司天然气接入服务现状以及内外部需求进行了分析。 第三章诊断分析了A燃气公司天然气接入服务流程。第四章针对流程的三个阶段 依次提出对应的优化方案。第五章针对优化后的流程进行配套措施设计，以确保 优化后的流程能够顺利实施。第六章对全文进行总结。 本文通过对A燃气公司的非居民客户天然气接入服务流程的优化，主要解决 了原流程整体的繁复性，梳理并改进了原流程中部分环节逻辑不缜密、步骤顺序 颠倒的问题。最终达到国家营商环境优化的相关要求，有效的提高了天然气接入 效率，极大程度上缩短了天然气接入周期，满足了客户的相关用气需求。同时， 也对公司完善自身经营管理具有较大的帮助，对公司效益具有一定的提升，也希 望本文研究成果能对同行业企业具有一定的借鉴意义和参考价值。 关键词：天然气接入，流程优化，周期，效率 ABSTRACT II ABSTRACT In recent years, China's economic development has advanced by leaps and bounds. According to preliminary calculations, China's GDP has reached 99.865 trillion yuan in 2019. In the rapidly expanding and increasing market demand and promotion, domestic related industries have also developed rapidly, thereby increasing the demand for various basic industries such as electricity, water, natural gas and other basic municipal industries. As a result, competition of the domestic natural gas industry has become increasingly fierce. If a natural gas company wants to continue to maintain market competitiveness, it must tap into your own potential. Starting with business management and service levels, it must break its own bottlenecks and restrictions to ensure sustainable competitive advantage at the same time. For natural gas companies, it is particularly important to adjust and improve the business processes related to customers' natural gas access services. This paper takes the accessing of natural gas service process of A company's non-resident customers as the research object. Through diagnosis and analysis of the process, it finds out the problems in the process, and explores the cause of the problem according to its actual situation. Combined with the current specific development status and strategic layout of the A Company, it propose improvement plan supplemented by supporting measures to achieve the purpose of shortening the natural gas accessing cycle and improve the efficiency of natural gas access services for non-resident customers. This article is divided into six chapters. The first chapter describes the background, purpose, significance, domestic and foreign literature reviews, as well as the research ideas and structure of the thesis. The second chapter introduces the development status of city gas industry and A gas company, and analyzes the status of A gas company's natural gas access service and internal and external needs. The third chapter diagnoses and analyzes the natural gas access service process of the A Company. The fourth chapter proposes the corresponding optimization plan in turn for the three stages of the process. The fifth chapter design supporting measures for the optimized process to ensure that the optimized process can be implemented smoothly. The sixth chapter summarizes the full text. ABSTRACT III By optimizing the natural gas access service process for the A company 's non-resident customers, this paper mainly solves the complication of the original process as a whole, sorts out and improves the problems of incomplete logic and reversed steps in some parts of the original process. Eventually, it met the relevant requirements for national business environment optimization, improved the efficiency of natural gas access effectively, shortened the natural gas access cycle to a great extent, and met the relevant gas demand of customers. At the same time, it will greatly help the company to improve its own operation and management, and it will also improve the company's efficiency. It is also hoped that the research results of this paper will have certain reference significance and reference value for companies in the same industry. Keywords: Natural gas accessing, Process optimization, Cycle, Efficiency 目 录 IV 目 录 第一章 绪 论 .................................................................................................................. 1 1.1 研究背景 ............................................................................................................ 1 1.2 研究目的及意义 ................................................................................................ 2 1.3 国内外文献综述 ................................................................................................ 2 1.3.1 国外研究综述 ........................................................................................ 2 1.3.2 国内研究综述 ........................................................................................ 3 1.4 研究思路与结构 ................................................................................................ 4 第二章 A燃气公司天然气接入服务流程现状分析 .................................................... 6 2.1 城市燃气行业发展现状 .................................................................................... 6 2.2 A燃气公司发展现状 ......................................................................................... 7 2.3 A燃气公司天然气接入服务现状分析 ............................................................. 8 2.4 A燃气公司天然气接入服务流程优化需求 ..................................................... 9 2.4.1 外部发展要求 ........................................................................................ 9 2.4.2 内部管理要求 ........................................................................................ 9 2.5 本章小结 .......................................................................................................... 10 第三章 A燃气公司天然气接入服务流程诊断 ........................................................... 11 3.1 流程诊断工具 ................................................................................................... 11 3.1.1 流程描述 ............................................................................................... 11 3.1.2 服务蓝图 ............................................................................................... 11 3.2 天然气接入服务总流程 .................................................................................. 13 3.3 第一阶段（业务受理-建设合同签订）流程诊断 ........................................ 15 3.3.1 第一阶段流程现状 .............................................................................. 15 3.3.2 第一阶段流程分析及诊断 .................................................................. 16 3.4 第二阶段（预付款缴纳-补充合同签订）流程诊断 .................................... 19 3.4.1 第二阶段流程现状 .............................................................................. 19 3.4.2 第二阶段流程分析及诊断 .................................................................. 20 3.5 第三阶段（尾款缴纳-碰管通气）流程诊断 ................................................ 22 3.5.1 第三阶段流程现状 ..................