姓    名：李星星

专    业：物流工程

论文题目：“互联网+”背景下的道路客运业务流程再造研究-以W公司为例

摘    要：

对于以传统人工服务方式为主导的道路客运企业来说，人工服务方式导致的服务质量、服务效率和人工成本问题成为制约企业进一步发展的“瓶颈”。综合交通运输体系的冲击和“互联网+”时代背景下乘客需求的变化，暴露了企业业务运作脱节、资源配置不合理、信息孤岛等问题，凸显了人工服务方式的种种弊端。道路客运企业转型升级、实施业务流程再造迫在眉睫。

本文基于“互联网+”时代背景对客运业务的影响，以W客运企业为例，针对其业务流程存在的问题，结合“互联网+”思维构建了基于UML方法的客运业务流程再造模型，并利用AnyLogic仿真工具验证了企业实施业务流程再造的可行性和有效性。流程再造能够实现客运业务协同运作、资源整合和信息共享，为“互联网+”背景下客运企业的转型升级提供了决策参考。本文的主要工作与研究成果包括：

1）结合“互联网+”时代背景，对W公司进行实际调研，通过对其业务流程现状的分析，发现并总结其存在的问题。

2）针对W公司存在的问题，确立其业务流程再造的总体思路，结合多Agent协作思想，将业务流程中的参与主体设定为相应的智能体，参与主体之间的交互过程映射为智能体之间的信息流动过程，设定各Agent的业务功能、通信对象、任务目标、变化状态和信息传输等内容，利用UML法的用例图和序列图构建客运业务流程再造的可视化模型。

3）结合W公司客运站实际运营环境和业务流程模型，设置智能体数量、触发事件、平均工作时间等参数，基于AnyLogic平台分别构建客运站业务流程再造前后的仿真模型，模拟了业务流程改造前后的客运站运营状态，比较和分析单周期内、多周期内客运业务流程再造前后的乘客接受服务仿真时间数据，结果表明对传统客运站进行业务流程再造能够有效提高服务效率和服务质量。

Abstract:

Road passenger transport enterprises used to be lead by traditional artificial service mode. However, service quality, service efficiency and labor costs problems caused by the artificial service mode has become the "bottleneck" for the further development of the enterprises. Under the background of "Internet +", the impact of the comprehensive transport system and the changes of the passenger demand expose the issues of business operations divorce, the unreasonable resources disposition, information silo and other problems of enterprises, which highlight the shortcomings of artificial service mode. It is imminent to upgrade the road passenger transport enterprises and imply business process re-engineering.

Based on the influence of "Internet +" on passenger transport business in a case study of W company, according to the existing problems of passenger transport business processes, this thesis built a passenger transport business process re-engineering model based on UML method combined with the "Internet+" idea. After that, this thesis used AnyLogic, a simulation tool, to verify the feasibility and effectiveness of business process re-engineering. Business process re-engineering can realize the coordinated operation among passenger transport business, resource integration and information sharing, which provides decision-making reference for the transformation and upgrading of passenger transport enterprises under the background of "Internet +". The main work and research achievements are listed as follows:

1) According to "Internet +" background and some actual investigation of W company, find and summarize the existing problems through analyzing the current situation of the business process.

2) This thesis built a visual model of passenger transport business process re-engineering by UML method of Use Case diagram and Sequence diagram. According to the problems for W company, this thesis established general idea of business process re-engineering by combining with the idea of multi-Agent collaboration, set major participants in the business process as the corresponding Agents, the business functions, communication objects, task goals, status changes and the content of information transmission of each Agent are defined, thus the interaction process among major participants are mapped into the information flows process among Agents.

3) Combining with the actual operating environment of W company passenger station and the business process models, this thesis set the Agent quantities, triggering events, average working hours and other parameters. Then, this thesis established simulation models of current and future passenger transport business process re-engineering based on the AnyLogic platform, and simulated the passenger station’s operating sautes of current and future business processes. After that, this thesis analyzed the data of simulation time of passenger service in a single cycle and multi-cycle in current and future business process, the result shows that the business process re-engineering of traditional passenger transport station can effectively improve the efficiency and quality of service.