进入21世纪,第三方检测蓬勃发展,一方面因为中国消费品和工业进

出口产品的增加,另一方面社会普遍对环境和安全的重视。但政府对第三

方检测市场的去政府化也造就了大量的检测公司涌入检测欧亿·体育（中国）有限公司,市场竞争

激烈,客户要求越来越高。如何提高客户满意度,扩大市场份额,成为检

测公司首要面对的问题。本文将通过公司流程的优化来解决检测公司目前

面临的问题,流程优化主要是发现流程中非增值的部分,从而缩短检测流

程的时间、优化组织架构、管理体系、信息系统等来增加客户的满意度,

促使公司稳定、健康发展。

本论文首先对PYBW公司化学检测业务的背景和优化的意义进行了介

绍,提出本文的研宄内容,方向和思路,介绍了研究采用的运营管理,约

束理论和流程优化等理论。其次,利用以上理论对PYBW公司化学部门的测

试流程进行梳理,寻找化学检测过程中存在的问题,并深入挖掘产生这些

问题的原因:业务持续发展和管理滞后问题造成整体流程太长,非增值部

分较多,影响整体效率;职能和架构不符的问题引起的横向沟通和协调能

力降低;检测流程中工作效率和质量问题造成提供给客户的最终报告或服

务质量较低;客服沟通引起的客户满意度下滑、反馈不及时等问题;再次,

制定化学部测试流程优化方案,对化学部生产运营设施布置进行优化从而

消除流程中的非增值部分;对化学流程的关键、瓶颈部门进行优化促使整

个流程效率的最大化;对质量管理体系进行优化来提高整体工作质量;对

公司系统进行优化提高公司内部及公司外部的协调、沟通能力;并提出一

些流程优化执行的保证措施,从不同方面保障实施化学检测流程优化方案,

如流程执行的方法:将流程固化到IT系统中和流程固化到制度中;最后,

总结本论文的主要研究结论,以及可进一步研宄的方向,说明流程应紧跟

企业战略目标,以流程目的为主线,以客户需求为着眼点进行优化,提高

企业流程运作效率,降低运作成本,增强客户满意度,使企业快速,健康

发展,从而体现化学部流程优化对公司现有问题解决的意义。

关键词:流程优化,化学检测,第三方

Abstract

Since 21th Century, the test market is growing quickly, benefit from

import and export of consumer increase, and society adopt a positive attitude

for environment and safety,however, the government has gradually

liberalized the product testing market cause cowed of test company emerge

into test market, competitive, exigent, client requirement, how to improve

customer satisfaction,expand test market, is becoming the top urgent problem

for test company must be solved. These effects will be analyzed detail by

process optimization approach,try to solve company dilemma, find

non-valued process in the operation with process optimization. Shorten test

period, re-structured the organize chart,analysis and founded management

system. Coordinate information system, herein, to improve client satisfaction,

drive company long-term, stable,healthy development.

Frist, the article description of the background and significance of

process optimizing in company chemical test department,and introduce the

relative theories,study direction and method; secondly, sorting out the

chemical testing process of PYBW company,analysis currently situation in

the chemical test process,deeply dig the really cause how to happened,

furthermore, raise the solution how to optimize chemical test process,

allocation operation system facilities,analysis key/important bottleneck

process, To draw up scientific construction methods and strict quality

assurance measures to make sure method can be implemented with the

different aspect. The finally, summary the mainly study of the article,

direction of the further studied, prove actual significance on the existing and

face problem of company currently.

Key Words: Process optimization, chemical analysis,The third party