基于质量改善视角的业务流程优化研究

Empirical Research on Process Optimization Based on Quality Improvement

运用IDEF0描述企业业务流程,并基于FMEA分析流程中的问题。根据模糊评价语言的标准,专家对流程的潜在失效模式进行评价,并依据帕累托法则,确定流程中的主要质量问题,从而改善并优化企业流程。以X公司的客户售后索赔流程为例,按照提出方法对其进行分析优化。结果表明,该业务流程主要的问题在于:一,流程中缺少判断标准,可能导致员工在工作时由于错误判断而影响整个流程;二,流程周期长,可能会导致企业的成本增加。通过对以上两点进行改善,并根据提出的评价指标对优化前后的流程进行评价,证明了该方法可以极大程度优化流程效率,减少流程问题。通过实例分析,验证了提出方法的可行性,能为相关企业提供一定参考。

Aimed at optimizing business process with the help of quality improving method, the process was described by IDEF0, and potential failure modes of the process were studied by using FMEA model. A case study on customer claims process of company X was applied to show the feasibility of the proposed method. Several experts were asked to evaluate each failure mode based on fuzzy language. The ranking result was then analyzed according to the Pareto principle to distinguish the main failure problems that should be optimized in priority. Results show that there are two major problems： lack of process standards and long cycle time. The former may cause wrong decision which leads to different claim process, while the latter may result in higher costs because of an unnecessary procedure. By taking measures to optimize these two failure modes and evaluating the process according to the given indicators, the efficiency of the customer claims process can be greatly improved.