| ACKNOWLEDGEMENTS | 第4-5页 |
| ABSTRACT | 第5页 |
| 摘要 | 第6-7页 |
| LIST OF ABBREVIATIONS | 第7-18页 |
| 1 Introduction | 第18-22页 |
| 1.1 Background of the study | 第18-19页 |
| 1.2 Purpose and significance of the study | 第19-20页 |
| 1.2.1 Purpose of the study | 第19页 |
| 1.2.2 Significance of the study | 第19-20页 |
| 1.3 Methods of study | 第20页 |
| 1.3.1 Literature review | 第20页 |
| 1.3.2 Case study | 第20页 |
| 1.4 Thesis Structure | 第20-22页 |
| 2 Literature Review | 第22-33页 |
| 2.1 Basic concepts of process management | 第22-23页 |
| 2.1.1 Process | 第22页 |
| 2.1.2 Process reengineering | 第22页 |
| 2.1.3 Process management | 第22-23页 |
| 2.2 Development and Evolution of Process Management Theory | 第23-24页 |
| 2.2.1 The embryonic stage of process management thought | 第23页 |
| 2.2.2 The formation stage of process management thought | 第23-24页 |
| 2.2.3 The mature stage of process management thought | 第24页 |
| 2.3 Status quo of research in China and abroad | 第24-29页 |
| 2.3.1 Status quo of research in China and abroad | 第24-25页 |
| 2.3.2 Status quo of research in China | 第25-29页 |
| 2.4 Analytical tools | 第29-33页 |
| 2.4.1 DMAIC model | 第29-31页 |
| 2.4.2 SIPOC diagram | 第31页 |
| 2.4.3 Cause-effect diagram | 第31-33页 |
| 3 Case Description | 第33-51页 |
| 3.1 Background Information | 第33-38页 |
| 3.1.1 E-port | 第33-34页 |
| 3.1.2 Types of E-port users | 第34-35页 |
| 3.1.3 E-port card types and their limits of authorities | 第35页 |
| 3.1.4 Introduction on G Centre | 第35-38页 |
| 3.2 G Centre's current business process | 第38-49页 |
| 3.2.1 Current process for new users' registration at the E-port | 第38-41页 |
| 3.2.2 Current processes for changes in enterprises' registered information | 第41-44页 |
| 3.2.3 Current processes for adding or changing E-port cards | 第44-46页 |
| 3.2.4 Current processes of updating digital certificates of E-port cards whenthey are due | 第46-48页 |
| 3.2.5 Current processes of unlocking E-port cards | 第48-49页 |
| 3.3 Predicament facing G Centre | 第49-51页 |
| 4 Case Analysis | 第51-62页 |
| 4.1 Analysis Based on DMAIC Model | 第51-61页 |
| 4.1.1 Defining the problem | 第51-54页 |
| 4.1.2 Measure the problem | 第54-57页 |
| 4.1.3 Analyze the problems | 第57-61页 |
| 4.2 Summary of the process analysis | 第61-62页 |
| 4.2.1 Low efficiency of manual data entry | 第61页 |
| 4.2.2 There are a lot of approval links in the processes, with low efficiency | 第61页 |
| 4.2.3 A lack of effective monitoring and tracking of the process operations | 第61-62页 |
| 5 Solution | 第62-73页 |
| 5.1 Optimization solution of G Centre's business processes | 第62-66页 |
| 5.1.1 Use data sharing to replace manual data entry | 第62-63页 |
| 5.1.2 Use data comparing to replace paper review | 第63-65页 |
| 5.1.3 Implement work order management | 第65-66页 |
| 5.2 Optimized business process | 第66-70页 |
| 5.3 Assessment of process optimization effectiveness | 第70-73页 |
| 5.3.1 Estimate of optimized process completion time | 第70-72页 |
| 5.3.2 Comparison of business processing time before and after the process optimization | 第72-73页 |
| 6 Conclusion and Prospects | 第73-75页 |
| 6.1 Conclusion | 第73-74页 |
| 6.2 Limitation and Prospects | 第74-75页 |
| REFERENCES | 第75-81页 |
