【正文】 [鍵入公司名稱 ] 2020 海南移動業(yè)務(wù)流程監(jiān)控建設(shè)規(guī)范 [鍵入文檔副標(biāo)題 ] [鍵入作者姓名 ] [ 鍵入公司地址 ] 目 錄 1 前言 ........................................................................................................................... 1 關(guān)于本規(guī)范 ..................................................................................................................................... 1 海南移動流程管理平臺總體目標(biāo)架構(gòu) ....................................................................................... 1 業(yè)務(wù)流程監(jiān)控的定位和價值 ........................................................................................................ 2 2 業(yè)務(wù)流程監(jiān)控相關(guān)標(biāo)準(zhǔn) ................................................................................................ 3 業(yè)務(wù)活動監(jiān)控（ BAM） ............................................................................................................... 3 平衡計分卡流程績效管理（ BSC） ........................................................................................... 5 3 業(yè)務(wù)流程監(jiān)控框架說明 ................................................................................................ 7 技術(shù)框架 ......................................................................................................................................... 8 業(yè)務(wù)框架 ......................................................................................................................................... 8 指標(biāo)定義約束 ............................................................................................................................... 11 4 業(yè)務(wù)流程健康狀況監(jiān)管規(guī)范 ........................................................................................ 14 監(jiān)控對象和指標(biāo) .......................................................................................................................... 14 指標(biāo)分析分解規(guī)范 ...................................................................................................................... 15 5 業(yè)務(wù)流程的合規(guī)性監(jiān)控規(guī)范 ........................................................................................ 17 監(jiān)控對象和指標(biāo) .......................................................................................................................... 17 指標(biāo)分析分解規(guī)范 ...................................................................................................................... 17 6 業(yè)務(wù)流程績效監(jiān)管規(guī)范 .............................................................................................. 19 監(jiān)控對象和指標(biāo) .......................................................................................................................... 19 指標(biāo)分析分解 ............................................................................................................................... 20 流程考核規(guī)范 ............................................................................................................................... 23 7 業(yè)務(wù)流程監(jiān)管分析和優(yōu)化規(guī)范 .................................................................................... 25 流程分析規(guī)范 ............................................................................................................................... 25 組織分析規(guī)范 ............................................................................................................................... 27 信息系統(tǒng)分析規(guī)范 ...................................................................................................................... 28 組織優(yōu)化規(guī)范 ............................................................................................................................... 29 信息系統(tǒng)優(yōu)化規(guī)范 ...................................................................................................................... 30 流程優(yōu)化規(guī)范 ............................................................................................................................... 30 分析模板 ....................................................................................................................................... 32 8 監(jiān)控信息采集規(guī)范 ..................................................................................................... 36 端到端流程標(biāo)識規(guī)范 .................................................................................................................. 36 流程數(shù)據(jù)采集規(guī)范 ...................................................................................................................... 38 9 流程監(jiān)控展示規(guī)范 ..................................................................................................... 41 流程監(jiān)管功能規(guī)范 ...................................................................................................................... 41 應(yīng)用和展示規(guī)范 .......................................................................................................................... 43 圖表目錄 圖表 11 海南移動流程管理平臺目標(biāo)架構(gòu) ................................................................. 1 圖表 12 海南移動流程平臺組件架構(gòu) ........................................................................ 2 圖表 21 BAM 功能構(gòu)成邏輯示意圖 ........................................................................... 4 圖表 31 業(yè)務(wù)流 程監(jiān)控框架 ...................................................................................... 7 圖表 41 監(jiān)控對象健康狀態(tài)對應(yīng)表 ........................................................................... 15 圖表 61 海南移動 常用績效指標(biāo)參考 ...................................................................... 22 圖表 62 綜 合部 BSC績效和流程對應(yīng)表 ................................................................. 23 圖表 71 流程分析指標(biāo)統(tǒng)計 .................................................................................... 26 圖表 72 組織分析指標(biāo)統(tǒng)計 ..................................................................................... 28 圖表 73 ESIA 流程優(yōu) 化方法 ................................................................................... 30 圖表 74 趨勢變動指標(biāo)分析模板 .............................................................................. 33 圖表 75 流程負載統(tǒng)計模板 .................................................................................... 34 圖表 76 流程精準(zhǔn)度分析