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1、上海交通大学硕士学位论文国际货物运输代理业的业务流程重组研究姓名：陈岚申请学位级别：硕士专业：工商管理指导教师：邵晓峰20070128流失率”为目标的客户关系管理理论的基础上，构建出更符合市场需求的新业务流程，并着重点明新业务流程的显著优势：有效提高业务整体运作效率；明显改善客户满意度接着，本文通过构造一个货代企业业务流程效率分析模型，对新旧两种业务流程在同等条件下进行过程模拟，并对模拟结果加以比较分析，从而在理论上论证了新业务流程更具优越性的论点。最后，理论联系实际，文章通过对A公司业务流程重组改革案例的详细介绍与深入讨论，深刻分析了其最终走向失败的原因，探讨了货代
2、企业在实行业务流程重组过程中有可能遇见的问题，并提出相应的对策方法，为有意重组流程的货代企业提供了具有参考价值的借鉴作用，避免其在今后的实践中重蹈A公司的覆辙。21世纪头20年是中国物流业发展的重要战略机遇期，如果中国的货代企业能在这一时期抓住机遇，通过业务流程的重组实现战略的转型，突破制约物流发展的瓶颈，壮大自己的力量，必将快速健康有序地发展，成为规模化、产业化、专业化、现代化的新兴行业。关键词：货代企业,业务流程重组,战略转型，第三方物流,客户满意度,客户关系管理THERESEARCHOFBUSINESSPROCESSRE-ENGINEERINGININTERNA
3、TIONALCARGOTRANSPORTATIONFORWARDERSABSTRACTWiththerapiddevelopmentofChineseeconomyanddeepinnovationofeconomysystems,thetraditionalforwarderscan’tsatisfythedevelopmentofmodernlogisticsanylongersinceChinaenteredtoWTO.Theyhavetotransfertomodernforwarderswhoareabletoprovidemulti-servicesuch
4、astransporting,warehousing,packaging,distributing,informationmanaging,andsoon.Itisnodoubtthatthistransitionwillbringhigherstandardstotraditionalforwarders.Facingthisopportunityandchallenge,traditionalforwardersshouldspeeduptheirstepstobecomeamodernlogisticscompany.Inthewayofadjustingstr
5、ategy,renewingoperationmodeandreengineeringbusinessprocess,traditionalforwarderscanchangefromtheintermediateplayer,whichonlychargethetransportationanddocumentsfortheircustomers,tothemodernizedthirdlogisticsparty,theleadingplayerinourlogisticsindustry.Beginningwiththeindustrydevelopmentt
6、endencyandthecompetitionsituationmovement,thewriteranalyzedthevarietiesofopportunitiesandthreatensinforwarderindustry,andpointedoutthat,theonlywayfortraditionalforwarderstosuitforthenewsituationistoadjusttheirstrategyandturntothethirdlogisticsparty.Certainlytheadjustmentofbusinessstrate
7、gywillleadtothereengineeringofoperation,thereforewecanclearlyunderstandthenecessityofthereengineering.Secondly,thisthesisgaveoutthepointofthenecessaryreengineeringtotraditionalforwardersbytherequirementsfromthreefields:industrydevelopment,businessdevelopment,andtechnologydevelo
