如今，ERP系统已成为公司重要的经营管理工具。在中国加入WTO过渡期结束 以后，国内成品油销售市场的批发和零售业务将全面开放，国内成品油市场将面临重 大挑战。随着外部市场环境的变化，需要进一步优化成品油销售企业原来的商业模式 和业务流程，以适应行业环境变化带来的发展和新业务模式下客户需求。同样，公司 原有的ERP系统也需要更改相应的系统功能和构成结构，以匹配新的业务模型和业务 流程，来更好的支撑公司战略发展需要。 本论文将首先根据国际、国内市场环境变化、企业竞争和客户需求（3C）的改变， 来优化石油销售企业的商业模式，对其主要业务流程进行评价研究，然后分析成功建 设实施ERP系统项目的关键因素，并对石油销售企业应用的ERP系统的主要功能和 业务结构进行规划；在此基础上，建立基于提高客户满意度的，以平衡记分卡理论为 基础理论的石油销售企业ERP系统实施研究评价指标体系，并对石油销售公司ERP 系统实施效果进行评价研究，进一步根据研究结果提出相应改进措施，以此来提高 ERP系统应用对石油销售公司的经营战略和业务开展的支撑力度，并最终能够提高客 户满意度，从而使石油能源行业能够更好地支撑我国经济和社会的发展。 关键字：石油销售 ERP系统 平衡积分卡 实施效果评价 V ABSTRACT At present, ERP system has become an important management tool for enterprises. With the end of the transition period of WTO, the wholesale and retail business of China’s refined oil market will be fully opened, and the domestic refined oil market will face a huge challenge. With the change of external environment, the petroleum sales enterprises need to further optimize their original business model and business process, in order to adapt the development of new industry environment and the need of customers for the new business model. Accordingly, the enterprise's original ERP system also needs to change its function and structure to match the new business model and business process, so as to support the enterprise's development strategy. Firstly, according to the change of domestic and international environment, competition and the need of customer (3C), this paper will focus on how to optimize the business model of petroleum sales enterprises and evaluate their main business processes, then analyze the key factors of successful implementation of ERP project, and plan the function and structure of ERP system of petroleum sales enterprises. On that basis, establish an research and evaluation index system of ERP in petroleum sales enterprises, which is based on Balanced Scorecard Theory and improving customer satisfaction. Simultaneously, attach importance to evaluation study of the effect of ERP implementation in petroleum sales companies, and further put forward corresponding measures according to the evaluation results, so as to enhance the support strength of application of ERP system to the strategy and business of petroleum sales companies. And ultimately improve customer satisfaction, so that the energy industry can better support China's economic and social development. Keyword: Petroleum Sales ERP System；Balanced Scorecard； Implementation Effect Evaluation VI 目 录 摘要 ....................................................................................................................................................... IV ABSTRACT ............................................................................................................................................... V 第一章 绪论 ............................................................................................................................................. 1 1.1 问题的提出 .......................................................................................................................................... 1 1.1.1 研究对象和目的 ....................................................................................................................... 1 1.1.2 研究意义 ................................................................................................................................... 2 1.2 国内外相关研究现状述评 .................................................................................................................. 2 1.2.1国外研究现状 ............................................................................................................................ 2 1.2.2国内研究现状 ............................................................................................................................ 3 1.3 研究方法、研究内容及创新点 .......................................................................................................... 5 1.3.1 研究方法 ................................................................................................................................... 5 1.3.2 研究内容 ................................................................................................................................... 5 1.3.3 技术路线 ................................................................................................................................... 6 1.3.4 创新点 ....................................................................................................................................... 6 第二章 理论基础 ..................................................................................................................................... 7 2.1 ERP实施评价理论方法 ...................................................................................................................... 7 2.2 企业战略与业务流程再造 .................................................................................................................. 8 2.3平衡计分卡理论 ................................................................................................................................... 9 2.3.1 平衡计分卡理论基础 ............................................................................................................... 9 2.3.2 平衡计分卡的因果关系 ......................................................................................................... 10 2.3.3 平衡计分卡的平衡 ................................................................................................................. 11 2.4 供应链管理理论 ................................................................................................................................ 12 2.4.1供应链管理目标 ...................................................................................................................... 12 2.4.2供应链管理的步骤 .................................................................................................................. 13 第三章 石油销售公司ERP系统规划.................................................................................................... 15 3.1 以石油销售公司为核心的供应链系统分析 .................................................................................... 15 3.2 以客户为中心的石油销售公司业务流程再造 ................................................................................ 15 3.3石油销售公司ERP结构和功能规划 ................................................................................................ 17 第四章 影响ERP成功实施的关键因素分析 ........................................................................................ 20 4.1 德尔菲法简介 .................................................................................................................................... 20 4.2 问题一览表拟定和实施方案 ............................................................................................................ 20 4.3 ERP成功实施的关键因素分析 ........................................................................................................ 22 第五章 石油销售公司ERP实施效果评价体系构建 ............................................................................ 25 5.1 石油行业ERP项目特点 .................................................................................................................. 25 5.1.1 石油行业特点分析 ................................................................................................................. 26 5.1.2 石油销