-I- 摘要 随着港口建设的普及以及煤炭市场的压缩，港口间业务竞争压力越来越大，如何降 低自身成本、提高服务质量和客户满意度就成了港口企业需要考虑的重点。本文重 点研究BPR思想的先进理论在港口生产管理上的应用，将业务流程再造的基本原 理、方式在港口生产管理中使用，本研究将重点放在了秦皇岛港口的煤运工作流程 再造，希望对现有核心业务流程进行优化，提高生产效率和客户满意度，从而增强 企业市场竞争力。 第一，文中阐述了研究的相关背景知识与意义，在对世界各国相关领域流程再 造理论知识的分析探讨基础上，找到适合秦皇岛港口的煤运工作流程再造过程中采 用的原理与技巧，给予再造计划的设计一些理论上的参考、借鉴。 第二，结合秦皇岛港煤炭输运核心业务流程的现状。指出目前整个管理流程中 存在的问题，运用业务流程再造理论分析秦皇岛港煤炭输运核心业务流程再造是否 必须、可操作，给予再造计划的实施一些实践上的参考、借鉴。 第三，根据目前秦皇岛港口的煤运工作的状况，结合秦皇岛港煤炭运输核心业 务流程再造的目标和原则，基于ECRS分析法、标杆学习法、PDCA循环法和价值 链分析法等办法做出秦皇岛这部分业务流程再造详细计划，搭建出再造流程的具体 结构，确定核心业务流程再造方法，同时探讨该过程中可能遇到的问题。 第四，为了保障流程再造工作的正常完成，针对再造计划给出了一些具有实用 性、可操作性的对策，以保障业务流程再造能够有效实施。 关键词：业务流程再造；生产调度；煤炭运输；保障措施 燕山大学工商管理硕士学位论文 -II- Abstract With the popularization of harbor construction and the compression of coal market, the competition between harbors is increasing. How to lower costs, improve service quality and customer satisfaction has become the focal point for port enterprises to consider. This thesis focuses on the application of advanced BPR theory in harbor production management, and applies the basic theory and techniques of BPR to harbor production management. The main attention is paid to the core business process re-engineering of coal transportation in Port of QHD. First of all, this thesis introduces the research background and significance. Based on the research and application of domestic and foreign BPR theory , The theory and method applicable to the core business process re-engineering of coal transportation in Port of QHD are sought to provide theoretical basis for the specific re-engineering scheme. Secondly, combined with the current situation of coal transportation core business process in Port of QHD. This thesis points out the problems existing in the whole management process, analyzes the feasibility and necessity of the core business process re-engineering of coal transportation in QHD harbor by using the theory of business process re-engineering, and provides the factual basis for putting forward the concrete plan of re-engineering. Thirdly, aiming at the present situation of coal production business process in Port of QHD, combining with the objectives and principles of core business process re-engineering of coal transportation in Port of QHD, this thesis puts forward the concrete scheme of core business process re-engineering by using value chain analysis, ECRS analysis and PDCA cycle, and constructs the framework of business process re-engineering.Determining the Method of Core Business Process Reengineering .Andthe difficulties in the process of reconstruction are analyzed. Finally, combined with the re-engineering plan, in order to ensure the smooth implementation of re-engineering, put forward practical safeguards to ensure that business Abstract -III- process re-engineering can be effectively implemented. Keywords: business process reengineering;production scheduling; safeguard measures; coal transportation 燕山大学工商管理硕士学位论文 -IV- 目录 摘要 ................................................................................................................................................... I ABSTRACT .....................................................................................................................................II 第1章绪论 ...................................................................................................................................... 1 1.1选题背景及研究意义 ........................................................................................................ 1 1.1.1 选题背景...................................................................................................................... 1 1.1.2 研究意义...................................................................................................................... 1 1.2 国内外研究现状 ................................................................................................................ 2 1.2.1 国外研究现状 ............................................................................................................. 2 1.2.2 国内研究现状 ............................................................................................................. 4 1.3 本文主要研究内容和方法 ............................................................................................... 7 1.3.1 研究内容...................................................................................................................... 7 1.3.2 研究方法...................................................................................................................... 9 第2章业务流程再造相关理论与方法 ..................................................................................... 10 2.1业务流程再造的相关理论 .............................................................................................. 10 2.1.1业务流程再造的内涵 ............................................................................................... 10 2.1.2业务流程再造的原则 ............................................................................................... 10 2.1.3 业务流程再造步骤 ................................................................................................... 12 2.2业务流程再造常用方法 .................................................................................................. 12 2.2.1价值链分析法 ............................................................................................................ 12 2.2.2 ECRS分析法 ............................................................................................................. 13 2.2.3 标杆学习法 ............................................................................................................... 14 2.2.4 PDCA 循环 ................................................................................................................ 14 2.3 本章小结 ........................................................................................................................... 15 第3章秦皇岛港煤炭运输核心业务流程现状分析 ................................................................ 16 3.1 秦皇岛港煤炭业务运行现状 ......................................................................................... 16 3.1.1 煤炭市场分析 ........................................................................................................... 16 3.1.2 秦皇岛港煤炭业务发展现状 .................................................................................. 16 目 录 -V- 3.2 秦皇岛港煤炭运输核心业务流程描述 ........................................................................ 17 3.2.1 现行煤炭运输核心业务的组织结构现状 ............................................................. 17 3.2.2 现行煤炭运输核心业务基本流程描述 ................................................................. 18 3.2.3 现行煤炭运输核心业务具体作业流程现状描述 ................................................ 19 3.3 秦皇岛港煤炭运输核心业务流程问题诊断 ................................................................ 20 3.3.1 秦皇岛港煤炭运输核心业务整体流程问题分析 ................................................ 20 3.3.2 秦皇岛港煤炭运输核心业务具体流程问题分析 ................................................ 21 3.4 秦皇岛港煤炭运输核心业务流程存在问题的原因分析 ........................................... 22 3.4.1 生产调度不合理 ............................................