随着电子商务的飞速发展和移动设备的高度普及，第三方支付行业的竞争已 经愈演愈烈。腾付通公司作为地处华南的持牌支付机构之一，主要服务于母公司 的相关产业，公司规模及业务量在行业内处于中等水平。由于近年来公司的发展 重心都放在大力开发产品和增加应用场景上，未对业务流程做同步优化，导致业 务流程的运行能力难以满足日益增长的业务需求。 本文基于运营管理的流程优化理论、全面质量管理理论、精益六西格玛理论 和方法对腾付通公司第三方支付业务流程进行改进。首先，基于实地调研和对业 务流程的梳理，发现业务流程中存在的具体问题是入网审核投诉多、业务配置耗 时长、风险事件占比高以及流程运营成本高。其次，运用5W1H分析法找出问 题存在的原因主要是审核流程制约多、业务配置流程环节多、风险应对流程不完 善以及流程自动化程度低。然后，运用时间陷阱法和ECRS原则针对5W1H分 析法的结论，制定分类精简非增值必要审核环节、整合取消非增值必要的业务配 置环节、以及完善风险应对流程的改进策略。进而，通过提高线下流程自动化程 度的方式，取消业务流转的非必要环节，以提高第三方支付业务流程的整体效率。 论文研究结论表明，通过对第三方支付业务流程进行上述改进，可以使商户 入网审核环节的周期效率提高16.5%，业务配置环节的周期效率提高45%，风险 事件发生率减少43%，流程自动化程度的提高可以为运营部门减少五分之一的人 力成本。本文改进策略可在当前业务规模下减少商户入网审核频次、缩短业务配 置时间，使流程的人工成本得以降低，并有效控制业务风险。有利于提升支付产 品的竞争力，在与行业标杆竞争的过程中占得优势。 关键词：第三方支付，运营管理，流程优化 MBA学位论文 作者：冯志琼 腾付通公司第三方支付业务流程改进策略研究 II IMPROVEMENT STRATEGIES OF THIRD PARTY PAYMENT BUSINESS PROCESS IN TFT COMPANY Abstract With the rapid development of e-commerce and the high popularity of mobile devices, the third-party payment industry has become more and more competitive. As one of the licensed payment institutions located in South China, TFTPAY Corporation mainly engages in the related industries of the parent company. The company's scale and business volume are at a medium level in the industry. In recent years, the company's development focus has been on vigorously developing products and increasing application scenarios, without synchronously optimizing business processes, resulting in difficulty in meeting the growing business needs of business process operation capabilities. This article improves the third-party payment business process of TFTPAY Corporation based on the process optimization theory of operation management, total quality management theory, and lean six sigma theory and methods. First of all, based on field investigations and combing of business processes, it was found that the specific problems in business processes were high number of complaints about network audits, long business configuration time, high proportion of risk events, and high process operating costs. Secondly, using the 5W1H analysis method to find out the reasons for the problems is mainly due to the constraints of the audit process, the number of business configuration processes, the incomplete risk response process, and the low degree of process automation. Then, using the time trap method and the ECRS principles to develop the 5W1H analysis method, the classification and streamlining of non-value-added necessary review links, integration and cancellation of non-value-added necessary business configuration links, and improvement strategies to improve risk response processes are formulated. Furthermore, by increasing the degree of automation of offline processes, non-essential links in business circulation are eliminated to improve the overall efficiency of third-party payment business processes. MBA学位论文 作者：冯志琼 腾付通公司第三方支付业务流程改进策略研究 III The research conclusion of the thesis shows that through the above-mentioned improvements to the third-party payment business process, the cycle efficiency of the merchant's network access review process can be increased by 16.5%, the cycle efficiency of the business configuration process can be increased by 45%, the risk event rate can be reduced by 43%. The increased degree of automation can reduce the labor costs by one-fifth for the operation department. The optimization strategy in this paper can reduce the frequency of merchants' access to the network, shorten the time of business configuration under the current business scale, reduce the labor cost of the process, and effectively control business risks. It also helps to improve the competitiveness of payment products to gain an advantage over those of the model enterprise in the industry. Key words: Third-party payment, Operations management, Process optimization MBA学位论文 作者：冯志琼 腾付通公司第三方支付业务流程改进策略研究 IV 目 录 中文摘要 .................................................................................................... I Abstract ................................................................................................... II 第一章 绪论 ............................................................................................. 1 1.1 研究背景与研究意义 ..................................................................................... 1 1.1.1 研究背景 .................................................................................................. 1 1.1.2 研究意义 .................................................................................................. 2 1.2 研究内容与研究思路 ..................................................................................... 3 1.2.1 研究内容 .................................................................................................. 3 1.2.2 研究思路 .................................................................................................. 4 1.3 研究方法 ......................................................................................................... 6 第二章 相关理论概述 ............................................................................. 8 2.1 流程优化理论 ................................................................................................. 8 2.2 全面质量管理理论（TQM） ........................................................................ 9 2.3 精益六西格玛理论（LSS） .......................................................................... 9 第三章 腾付通公司第三方支付流程现状分析 ................................... 11 3.1 腾付通公司简介 ........................................................................................... 11 3.2 腾付通公司第三方支付业务流程描述 ....................................................... 12 3.2.1 腾付通第三方支付业务介绍 ................................................................ 12 3.2.2 腾付通第三方支付主要业务流程 ........................................................ 14 3.3 腾付通公司第三方支付业务流程中存在的问题 ....................................... 16 3.3.1 入网审核投诉多 .................................................................................... 16 3.3.2 业务配置耗时长 .................................................................................... 17 3.3.3 风险事件占比高 .................................................................................... 17 3.3.4 流程运营成本高 .................................................................................... 18 3.4 腾付通公司第三方支付业务流程问题产生的原因分析 ........................... 18 3.4.1 入网审核流程制约多 ............................................................................ 19 3.4.2 业务配置流程环节多 ............................................................................ 21 3.4.3 风险应对流程不完善 ............................................................................ 22 MBA学位论文 作者：冯志琼 腾付通公司第三方支付业务流程改进策略研究 V 3.4.4 流程自动化程度低 ................................................................................ 25 第四章 腾付通公司第三方支付业务流程改进策略 ........................... 28 4.1 确定业务流程改进的目标、原则和思路 ................................................... 28 4.1.1 业务流程改进的目标 ....................