基于服务主导逻辑的IT与业务流程匹配研究-管理科学与工程专业论文.docxVIP

广东工业大学硕士学位论文Abst 广东工业大学硕士学位论文 Abst ract In recent years，with the rapid development of Intemet，wide application of Intemet in services greatly promote the development of the service industry，which broughta bigger challenge to the service．Customer expectation of service is higher and higher,it is necessary to entirely analyze service process，targeted optimize service process，thenimprove customer experience．In the industrial age，goods-dominant logic emphasizes goods and exchange value．Enterprise business process mainly involves product development and customer delivery．But in the Interact age，customer not only focus on goods，but also focus on interaction．In the process of interaction，customer pay more attention to USe value，business processes expand from product development to service development too．Service-dominant logic gradually replace goods—dominant logic，and IT support for business processes has changed．How to convert IT and business process alignment under goods—dominant logic to IT and business process alignment under service-dominant logic，whice deserves further research． First of all，we review IT and business alignment，service·dominant logic theory， analyze business process from operating level，study IT and business process alignment． Then，We introduce modeling method，including Petri net and service blueprint．Petri net analyze business process from the angle ofprocess，but service blueprint analyze business process from the angle of organization and information．Because that single modeling method cannot be combined with organization，process and information,combine Petri net with service blueprint Can better analyze and optimize business process．Then，we put forword IT and business alignment model based on service-dominant logic．Elaborating on service dominant logic perspective，we analyze IT and business process，from knowledge and structure dimensions realizing operational alignment，and then improve organizational performance，that is，business process optimizati