本文關(guān)鍵詞： 驗放中心 業(yè)務(wù)流程 客戶滿意度 操作系統(tǒng)　出處：《大連海事大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：天津港國際物流發(fā)展有限公司是由天津港集團有限公司控股的下屬合資單位,按照集團公司“建設(shè)世界一流企業(yè)”的總體規(guī)劃要求,對國際物流公司提出了“物流地產(chǎn)開發(fā)商、物流園區(qū)運營商、物流服務(wù)提供商”的“三商”定位,而天津港集裝箱驗放中心就成為了國際物流公司“物流服務(wù)提供商”的主要載體。 天津港集裝箱驗放中心是天津港唯一的集海關(guān)、檢驗檢疫查驗的綜合性集中查驗堆場,業(yè)務(wù)涉及到海關(guān)和檢驗檢疫總計二十多個小項的業(yè)務(wù)種類。這些業(yè)務(wù)的開展主要依托海關(guān)和檢驗檢疫的相關(guān)政策,因此業(yè)務(wù)流程設(shè)計也是要參照海關(guān)和檢驗檢疫的法律規(guī)定要求制定,隨著業(yè)務(wù)量的增加,原有流程過于繁瑣,造成客戶在港口各環(huán)節(jié)和海關(guān)、檢驗檢疫之間往來多次,已經(jīng)無法適應(yīng)現(xiàn)有業(yè)務(wù)的需要。而對于驗放中心來說,由于長期開展集中查驗業(yè)務(wù)已經(jīng)形成了壟斷,思想中所謂“大爺買賣”的意識比較嚴(yán)重,忽視了對客戶的服務(wù)。隨著天津港吞吐量的逐年增加和海關(guān)、檢驗檢疫查驗力度的逐步加大,驗放中心在業(yè)務(wù)量不斷增長的同時,也深刻的體會到與客戶間的供需矛盾越發(fā)凸顯,在業(yè)務(wù)繁忙時無法保證查驗效率,客戶反應(yīng)極大,海關(guān)、檢驗檢疫的領(lǐng)導(dǎo)也多次過問,甚至產(chǎn)生再開辟其他查驗場的想法,驗放中心的聲譽受到很大影響、唯一性地位受到了空前的挑戰(zhàn)。 為了解決這一難題,驗放中心必須重新梳理現(xiàn)有業(yè)務(wù)流程,進行改進和優(yōu)化,通過流程上的改變提高作業(yè)效率、提升通關(guān)效率、提高客戶滿意度。文中通過對驗放中心現(xiàn)有流程進行分析研究,結(jié)合相關(guān)理論知識,查找出在業(yè)務(wù)流程方面影響驗放中心查驗效率的主要問題,提出通過簡化流程、改變預(yù)約方式、提升信息化水平、大力推進“順勢查驗”和聯(lián)合查驗?zāi)Ｊ健⒁霑r間節(jié)點概念規(guī)范考核制度等方式,對驗放中心業(yè)務(wù)流程進行整體的診斷和優(yōu)化,從而達(dá)到提高查驗效率、提升客戶滿意度、進而提高天津港整體通關(guān)效率的目的,取得了良好的效果。 綜上所述,隨著驗放中心近幾年來的快速發(fā)展,現(xiàn)有業(yè)務(wù)流程已經(jīng)不適應(yīng)形勢發(fā)展的需要,對作業(yè)效率產(chǎn)生了較大阻礙,因此必須進行優(yōu)化和改進,本文就是以驗放中心業(yè)務(wù)流程的優(yōu)化為主線進行論述。本文根據(jù)驗放中心業(yè)務(wù)開展現(xiàn)狀,通過流程分析、問題查找、流程再造、信息化建設(shè)以及績效考核等方面的論證和研究,綜合管理學(xué)、人力資源管理和物流流程設(shè)計等理論,力求通過驗放中心業(yè)務(wù)流程的優(yōu)化大幅提高作業(yè)效率、縮短查驗時間、提升客戶滿意度、鞏固驗放中心的核心地位。
[Abstract]:Tianjin Port International Logistics Development Co., Ltd. is a subsidiary joint venture controlled by Tianjin Port Group Co., Ltd., according to the overall planning requirements of the group "building world-class enterprises". To the international logistics company proposed "the logistics real estate developer, the logistics park operator, the logistics service provider" the "three merchants" the localization. Tianjin Port Container Inspection Center has become the main carrier of international logistics company logistics service provider. Tianjin Port Container Inspection Center is the only collection of customs inspection and quarantine inspection of the comprehensive centralized inspection yard. Business involves customs and inspection and quarantine a total of more than 20 business types of small items. These business mainly rely on customs and inspection and quarantine related policies. Therefore, the business process design is also to refer to the customs and inspection and quarantine requirements of the legal requirements, with the increase of business volume, the original process is too cumbersome, resulting in customers in the port and customs. Inspection and quarantine between many times, has been unable to meet the needs of the existing business. For the inspection and release center, because of the long-term centralized inspection business has formed a monopoly. The consciousness of the so-called "uncle trading" is serious and neglects the customer service. With the increase of the throughput of Tianjin Port and the customs, the inspection and quarantine inspection is gradually increasing. At the same time of increasing business volume, the center also has a profound understanding of the contradiction between supply and demand between customers more and more prominent, in the busy business can not guarantee the efficiency of inspection, customer response is great, customs. The leaders of inspection and quarantine have repeatedly questioned, and even the idea of opening up other inspection fields has arisen. The reputation of the center has been greatly affected, and the status of uniqueness has been challenged unprecedented. In order to solve this problem, the center must re-comb the existing business processes, improve and optimize, through process changes to improve the efficiency of operations, improve the efficiency of customs clearance. Improve customer satisfaction. Through the analysis of the existing process of the center, combined with the relevant theoretical knowledge, find out the main problems that affect the efficiency of the inspection of the center in the business process. By simplifying the process, changing the reservation method, improving the level of information, vigorously promoting the "homeopathy" and joint examination mode, introducing the concept of time node standard assessment system and so on. In order to improve the inspection efficiency, improve customer satisfaction, and then improve the overall customs clearance efficiency of Tianjin Port, the overall diagnosis and optimization of the business process of the inspection and placement center have been achieved, and good results have been obtained. To sum up, with the rapid development of the center in recent years, the existing business processes have been unable to meet the needs of the development of the situation, which has greatly hindered the operational efficiency, so it must be optimized and improved. This paper is to optimize the business process of the center for the main line of discussion. According to the status quo of the center business development, through process analysis, problem finding, process reengineering. Information construction and performance appraisal and other aspects of the demonstration and research, comprehensive management, human resources management and logistics process design theory, through the optimization of the center business process to significantly improve the operational efficiency. Shorten the inspection time, improve customer satisfaction, consolidate the core position of the center.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F552.6

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