| 电子服务的流程再造 |
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| 引用本文： | 李靖华.电子服务的流程再造[J].科学学研究,2003,21(Z1):243-247. |
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| 作者姓名： | 李靖华 |
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| 作者单位： | 杭州商学院工商管理学院,浙江,杭州,310035 |
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| 摘 要： | 本文首先描述了电子服务"一站式"服务的基本模式,接着从电子服务前、后台的关系引出流程再造的必要性,从电子服务的政治、法律约束及其流程特点给出这种再造的可能性。在给出电子服务流程再造定义的基础上,重点分析了再造的具体研究内容,包括面向顾客的后台服务集成形式、电子服务的工作流管理和顾客群划分。最后给出全文总结。
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| 关 键 词： | 流程再造 电子服务 一站式服务 电子政府 |
| 文章编号： | 1003-2053(2003)07-0243-05 |
| 修稿时间： | 2003年8月1日 |
Business process reengineering in electronic service delivery |
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| LI Jing-hua.Business process reengineering in electronic service delivery[J].Studies in Science of Science,2003,21(Z1):243-247. |
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| Authors: | LI Jing-hua |
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| Abstract: | Firstly, the one-stop shop mode of electronic service delivery (ESD) was described. Then, business process reengineering (BPR) in ESD was introduced by discussing the relationship between front office and back office, and the feasibility of BPR in ESD was proposed by deviding the public administration into sequential process and interdependent process. Thirdly, based on the concept of BPR in ESD, we presented the framework of BPR in ESD, including customer-oriented back office integrated mechanism, multi-process workflow management of back office, and customer relationship management (CRM) based customer cluster analysis. Finally, a brief summary is given. |
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| Keywords: | business process reengineering (BPR) electronic service delivery (ESD) one-stop shop electronic government |
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