| Container shipping belongs to the multinational business, whose business scope spreads over the world wide, therefore its competition also by all means is international. With the higher speed which the tonnage of international shipping transportation increases than that of the shipping transportation requirement development, the total transportation capacity is far larger than gross demand on the market of international shipping transportation, which results in the intense market competition.In the last few years, majority shipping business enterprises encountered the circumstance of reducing profits, even deficiency. Simultaneously there appears a tendency of large quantity of amalgamation and alliance reorganization. Along with the continuous affiliation of new competitors, the increasing ships dimensions and fleet scale, many ship companies are trying to adjust their operating strategy. This illustrates how violent the competition of shipping market is, on the other hand elucidates the shipping business enterprises are very dissatisfied with their own operation condition.When we optimistic estimate many beneficial factors to the development of container shipping after entry to WTO, more important, we should see the coming threat and challenge from the international shipping market.Now the difference that each business enterprise has in the hardware facilities is very tiny, and the shipping price has no space to lower. Under this circumstance, the competition between companies occurs in their own value chain, and the scope of competition expands whole supply chain from inside business, particularly the enhancement of customer satisfaction.They have already been aware of the intense competition, at the same time have also taken a series of counteraction, that is, proceeding business process reorganization and information management. However they are only working on a kind of information technology revolution, not thorough and systematic information management.Under this background, the thesis exactly point out a few key problems exitingin the shipping core business reorganization. Through analyzing these problems,author provides the solution--WCA--modern management informationsystem analysis model.Author first makes an detailed discussion about the strategy thought, principle and framework of WCA model, second takes Amazon.com business process success as an application example, therefore WCA model can be comprehended in the fulfillment extensive application.The purpose of the article most is the WCA's application study in the container shipping business process reorganization.Container shipping is a big and complicated business system, consisting of tremendous information processing, whose whole process involves to ship order, documents process, accounts and inland conveyance etc, on the other hand, that includes lots of departments, such as maritime customs, financial, insurance, transportation conveyance etc. Therefore, business process reform should expand the whole from the part, accordingly the governor have to use WCA model principle first to analyze the single business process, then optimize the whole business system.Limited by the article space, this thesis only study the WCA model application in single container shipping business--call center.Call center could be taken grant as the locomotive for container shipping customer service improving, also be the first stop that customers deal with company the company. As a window, call center, is the source of the first impression that customers have, located in the important strategy position in the whole business.Appling WCA analysis model, this text make detailed and complete research about the establishing of container shipping call center, and bring up concrete solution measure, which has higher practice value, also establish a template for the continue application of management information.Directed by Du yongfang(lnternational Trade) Tutor: Meng yuhong... |
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