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端到端（End-to-End）

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出自 MBA智库百科(https://wiki.mbalib.com/)
什麼是端到端流程
參考文獻

什麼是端到端流程

“端”指企業外部的輸入或輸出點，這些外部的輸出或輸入點包括客戶、市場、外部政府或機構以及企業的利益相關者。

“端到端流程”指以客戶、市場、外部政府或機構及企業利益相關者為輸入或輸出點的，一系列連貫、有序的活動的組合。

端到端流程是從客戶需求端出發，到滿足客戶需求端去，提供端到端服務，端到端的輸入端是市場，輸出端也是市場。這個端到端必須非常快捷，非常有效，中間沒有水庫，沒有三峽，流程很順暢。如果達到這麼快速的服務，降低了人工成本，降低了財務成本，降低了管理成本，也就是降低了運作成本。其實，端到端的改革就是進行內部最簡單的最科學的管理體系的改革，形成一支最精簡的隊伍。

我們根據一條鐵路線的示意圖，來分析端到端的流程與緊鄰部門的流程的不同（見下圖）。京滬線是一條鐵路大動脈，它包括很多局部站點之間的短途鐵路，我們用這個大動脈來比喻端到端的流程，用一截一截的短途鐵路來比喻企業緊鄰部門的流程。後者往往只涉及企業的兩三個部門。由於某次應急救火的事情就制定了一個流程或者制度，解決某個具體的問題，日積月累，這種零碎的規定越來越多，經理們往往抱怨“ 現在的流程和制度文件比較零碎、重疊、繁多、雜亂” 。回想一下，你瞭解的企業中，這種零碎規定多不多？那麼，從企業全局來看，要不要抓大放小、把幾個大流程真正抓好呢？一個企業有哪幾個大流程要管理？如何對其定期開會反思、檢討改進呢？開會檢討的時候怎樣避免把責任推給某個部門或者某個人呢？

當你討論這些問題的時候，其實就已經涉及端到端的流程管理，這和中國鐵路的大提速也很相似：

中國鐵路近幾年已經有好幾次提速，鐵路提速必須從整體出發，統一規劃，因為各條線路的運行是相互影響的，而且也只有從主幹線著手才能最大限度體現提速的價值，因此第六次大提速的時候主要包括：京哈線、京廣線、京滬線、京九線等，幾乎全部都是主幹線。如果換成流程的語言，局部鐵路的提速不等於全國大提速，要實現大提速，就要關註端到端的流程的優化。同理，緊鄰部門的流程與端到端的流程的差別就是局部與系統的差別，緊鄰部門的流程關註的是整個流程中的一段，端到端的流程就是整個流程的大動脈。從一定意義上說，局部流程只是手段，是實現端到端的流程的手段。從企業高層視角來看，局部流程的優化不能解決根本性的問題，不能實現全局的優化。下麵以某快消品（快速消費品）公司的端到端的流程為例來說明這一問題（見下圖）。

從上圖可見，端到端的流程連起來的不只是兩個緊鄰部門，而是若幹部門，是某個業務的全程閉環（businesscycle）。圖中的這個端到端的流程，從分析客戶需求開始，到收集客戶反饋結束，中間經歷了概念形成、市場研究、應用開發、產品實現、市場測試、銷售推廣、業績評估等幾個階段，涉及營銷部、研發部、採購部、生產部等若幹部門。而且，這個端到端的流程實際上包含了諸如營銷流程、採購流程等局部流程。

國內流程管理水平比較高的企業都已開展端到端的流程，如華為的集成產品開發（IPD）流程、集成供應鏈（ISC）流程，上海貝爾—阿爾卡特的“from order tocash”流程，這些流程都不同於企業部門內部或者緊鄰部門之間的細節流程。

下麵，通過一個小的實際案例給大家說明端到端管理流程的必要性和重要性：

某公司的人力資源部門接二連三地接到員工的投訴：獎金的發放不及時。但人力資源部門的主管感到非常委屈，他覺得獎金髮放流程本身沒有問題，而且平時也是嚴格按照獎金髮放流程來執行，他們不應該承擔責任而且也無法獨立解決這個問題。但問題又出現在哪裡呢？經分析，獎金髮放不及時的原因主要有兩個：一是每月獎金核算數據給到人力資源部門的日期不確定，經常有延誤現象；二是獎金髮放後因為業績核算規則的頻繁變化調整導致個人數據不正確時，來回反覆確認工作非常耗時。而負責獎金核算流程的核算部門也很委屈，因為他們認為人力資源部並沒有對核算的時效做出一個明確的規定，而且數據發給人力資源部後，如果數據存在問題往往不能及時反饋到核算部。

這個案例很好地揭示了端到端管理流程的必要性和重要性。從客戶需求（員工要求獎金及時且準確）來看，滿足這一共同需求的並非獎金髮放流程，而且還有獎金核算流程。所以，單純地強調獎金髮放流程是不夠的。如果想完整地滿足和解決客戶的需求，必須把兩個子流程組合成一個大的端到端流程來分析解決。只有從開始核算數據到獎金下發到員工賬戶看成一個完整的端到端流程，才能有效地解決此問題。雖然兩個流程單個分析都不錯，但一旦整合起來分析，就會發現很多工作根本沒必要分成兩段串列完成，整合後的流程很多工作都可以並行處理，這樣就能大大提高處理時效。最後，公司把獎金核算流程和獎金髮放流程整合成了一個獎金核算及發放流程，這樣就能整合重新設計工作線路併在關鍵的環節設立時效考核指標，方案實施後，效果立竿見影！HR並對整合後的流程整體負責。

參考文獻

↑ 王玉榮.什麼是端到端的流程
↑ 金國華.端到端流程的定義

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With the first deliverable having been the improvement of current financial and procurement systems, the Secretariat said that the systems had been upgraded to the latest version of the PeopleSoft software and that training of over 250 users in the use of the system had taken place with

[...]

a focus on building an

[...] understanding of the end-to-end business processes,as well as key management [...]

and financial controls.

wipo.int

第一个可交付的任务是改善目前的财务和采购系统。秘书处说，该系统已经

[...] 升级到PeopleSoft软件的最新版本，对250多名用户进行了如何使用该系统的培训，重点在于使人们了解各阶段的业务流程，以及加深人们对关键的管理和财务控制的理解。

wipo.int

In terms of reductions in staffing, the Advisory Committee notes that the largest single component relates to

[...]

efficiencies attributed to the impact of

[...] initiatives relatedto business processesunder section 2, General [...]

Assembly and Economic and

[...]

Social Council affairs and conference management.

daccess-ods.un.org

对于裁减人员配置，咨询委员会注意到，第 2 款(大会和经济及社会理事会事务和会议管理)下的业务流程举措提高了效率，因而该款的裁减数量最多。

daccess-ods.un.org

(d) Major re-engineering:Toimprove productivity and service quality through re-engineeringbusiness processes,reviewing mode of service delivery and exploiting new technologies.

legco.gov.hk

(d) 重整管理及提供服務的方式：應用嶄新科技，在主要服務範疇重整業務流程，改善管理及提供服務的方式，從而提升生產力及服務質素。

legco.gov.hk

Tothisend,a dedicated task force has been set up including staff from different Headquarters services and from the institutes themselves with a viewtoanalysingbusiness processesinvolved and [...]

preparing a customized FABS solution by mid-2005.

unesdoc.unesco.org

为此成立了一个由总部不同部门的工作人员和有关研究所工作人员组成的专门工作组，对有关业务程序进行分析，并在 2005 年年中前开发一个个体化的 FABS 系统方案。

unesdoc.unesco.org

However, work remains to be done in setting up mitigation strategies; carrying out a business impact analysis, together with the Office of Information and Communications Technology,

[...]

to validate the

[...] prioritization ofbusiness processesat departmental level, train managers and critical staff to ensure they are abletocontinue criticalbusiness processes,and testing [...]

the business continuity

[...]

plans and ensuring their maintenance (see also paragraphs 42 to 45 of document A/64/7/Add.9 in the present supplement).

daccess-ods.un.org

但在制订减少风险战略；与信息和通信技术厅共同开展业务影响分析以切实优先落实部门业务流程、培训管理人员和关键工作人员以确保他们能够继续开展关键业务流程；以及测试业务连续性计划和确保其继续运作等方面，还有一些工作要做(另见本补编 A/64/7/Add.9 号文件，第 42 至 45 段)。

daccess-ods.un.org

The Organization is engaged in a continuous effort to improve its programming, implementation

[...] and reportingprocesses tothisend.

unesdoc.unesco.org

教科文组织一直持续不断地努力，从而改善计划编制、执行和报告进程。

unesdoc.unesco.org

The Group of Arab States emphasizes that no Security Council presidential statement or press statement should be issued, nor any action taken, after the forthcoming open debate, in particular any statement or action that might undermine the authority

[...]

or mandate of the

[...] relevant organs,processesand instruments, or that might affect in any way the course of climate change negotiations, including the seventeenth meeting of the Conference of the Parties to the United Nations Framework Convention on Climate Change, scheduledtobe held in South Africa at theendof 2011.

daccess-ods.un.org

阿拉伯国家集团强调，在即将举行的公开辩论结束后，安全理事会不应发表任何主席声明或新闻谈话，亦不应采取任何行动，特别是可能有损于有关机构、进程和文书的权威或授权，或可能以任何方式影响气候变化问题谈判进程，包括定于 2011 年底在南非举行的《联合国气候变化框架公约》缔约方会议第十七届会议的任何声明或行动。

daccess-ods.un.org

The Procurement Division of GSD is vigorously

[...]

seeking ISO

[...] 14001( Environmental Management System) accreditation byend2003 in ordertobring itsprocessesup to an acceptable level of environmental awareness [...]

and commitment.

legco.gov.hk

物料供應處採購科爭取在㆓零零㆔年年底前達至 ISO14001(環境管理體系 )的標準，以便把工序㆗的環保意識和目標提升至可接受的水平。

legco.gov.hk

At country level, UN-Women will offer a minimum standard package of support services to UNCTs (e.g., support to the UNCT and Resident Coordinators to incorporate gender equality in the planning and evaluation phases of UNDAFs, effective leadership of United Nations or extended Gender Thematic Groups, and

[...]

managing — where

[...] requested — inter-agencyprocesses todevelop a “Delivering as One” programme on gender equality in support of national priorities) in at least 40 countries by theendof 2011.

daccess-ods.un.org

在国家一级，到 2011 年年底，妇女署将在至少 40 个国家向各国家工作队提供最低限度的一整套支助服务(例如，支持国家工作队和驻地协调员将两性平等纳入联发援框架规划和评估阶段，有效领导联合国或更大范围的两性平等问题专题小组，以及(应要求)管理机构间 进程， 以拟订一个关于两性平等的“一体行动” 方案，支持各国的国家优先事项)。

daccess-ods.un.org

The Secretary-General indicates in paragraph 57 of his report (A/64/380), that the implementation of ERP projects is usually broken down into four major phases: ( a c ) preparation, during which the project structure and team are set up, service providers and tools are selected, operational requirements are collected and analysed, opportunities for

[...]

improvement are

[...] evaluated and existingbusiness processesand systems are documented; (b ) design, during which a blueprint for the future solution is established and a detailed implementation plan for the subsequent phases is developed; (c ) build, during which the organization’s solution is configured into the standard software accordingtothe blueprint, [...]

the system is thoroughly

[...]

tested, the technical infrastructure is implemented and the user community is trained; and (d ) deployment, during which the organization transitions to the new working methods and systems, which itself is performed in several phases.

daccess-ods.un.org

秘书长在其报告(A/64/380)第 57 段中说，企业资源规划项目的实施通常分为 4 个主要阶段：㈠准备：在此期间，建立项目结构、组建项目团队、选定服务提供商和工具、收集和分析业务需要、评价改进的机会、记录现有的业务流程和系统；㈡设计：在此期间要为今后的解决方案确定蓝图并为后续各阶段制订一份详细的执行计划；㈢建立：在此期间一个组织的解决方案将根据蓝图配置为标准软件，系统得到彻底测试，技术基础设施得到落实，用户群得到培训；㈣部署：在此期间，组织过渡到新的工作方法和系统，这一过渡本身也分为若干阶段进行。

daccess-ods.un.org

During these last 17 years, she focussed

[...] on supportingend-to-endmarketingprocesseswhile delivering the added value ofbusinesssolutions such [...]

as transactional CRM,

[...]

interactive marketing, social media marketing, etc. At SAS, she was concentrating more and more on the intelligence layer on top of customer data, offline and online, in order to create a complete cross-channel 360° customer centric view.

tfmchina.com

在过去的17年中，她专注于 终端到终端营销 流程的支持工作，提供客户关系管理、互动营销、社交媒体营销等增值业务解决方案。

tfmchina.com

On item (a) of paragraph 24 above, given the music and film industries’ grave concern that complete liberalization for business end-use would enable local businesses such as karaoke, coffee shops and restaurants to parallel import and play or show in public new songs or movies still being promoted or screened

[...]

in cinemas in Hong

[...] Kong, we propose that the relaxation forbusiness end-use will not applytoparallel imported musical sound recordings, [...]

musical visual

[...]

recordings, movies and TV dramas used for public performance purposes.

legco.gov.hk

就上文第 24 段 (a)項而言，由於音樂界和電影業十分關注

[...]

全面放寬業務上使用平行進口版權作品的擬議安排，擔心這會令卡拉

[...] OK、咖啡店和食肆等本地行業可以平行進口及公開播放或放映仍在本港宣傳或正在本港戲院上映的新歌或電 8 影，因此我們建議，放寬業務最終使 用限制的措施，應不適用於為公開表演目的而使用的平行進口音樂聲音紀錄、音樂視像紀錄、電影及電視劇或電視電影。

legco.gov.hk

In paragraph 359, UNOPS agreed with the Board’s recommendation that it

[...]

implement a formal disaster

[...] recovery andbusinesscontinuity plan that encompasses all types of disastrous events that would impact on information systemsprocessesand end-user functions.

daccess-ods.un.org

在第 359 段中，项目厅表示同意审计委员会的建议，即应实施一项正式的灾后恢复和业务连续性计划，其中涵盖可能对信息系统程序和最终用户功能产生影响的各类灾难性事件。

daccess-ods.un.org

Project Information: RUNA WFE is based on open source

[...]

JBOSS-JBPM

[...] workflow engine is a platform for cross-platformend-userbusiness processesprocessing solution , it is easy with all [...]

the combination

[...]

of SQL database management system .

javakaiyuan.com

项目简介: RUNA WFE是一个基于JBOSS-JBPM引擎的开源工作流工作平台它是一个跨平台 适用于 商业流程 处理的 最终用户解决方案,很容易与所有SQL 数据库管理系统相结合.

javakaiyuan.com

The Committee has found that 73 States have

[...] now taken stepstoimplementend-userprocessesand that 61 States [...]

also have some catch-all

[...]

controls, as detailed in annexes XIII-XV, compared to 61 and 54 States respectively in 2008.

daccess-ods.un.org

委员会发现，有 73 个国家已采取步骤实行最终用户程序，有 61 个国家还有某种全面管制措施(详见附件十三至十五)，而 [...]

2008 年分别是 61 和 54 个国家。

daccess-ods.un.org

However, there is still a lack of efforts to identify critical

[...] and essentialbusiness processes, toensure that systems [...]

are in place to manage crises

[...]

(whether they affect Headquarters or a field operation) and to ensure continued command and control and mission-critical operations during and after a crisis.

daccess-ods.un.org

但是，仍未作出努力，以确定关键和必需的业务流程，确保建立各项制度以管 理(影 响总部或外勤业务的)危机，并确保在危 [...]

机期间及之后，指挥和控制系统不失灵，特派团关键业务不中断。

daccess-ods.un.org

The most time-intensive part of

[...] designing effectivebusiness processesis building user interfaces and establishing integration points between theprocessand back-enddata sources [...]

and/or systems.

evget.com

设计有效的业务流程的时间最密集的部分就是在 业务流 程和后 端数据源以及系统之间建立用户界面和集成点。

evget.com

For IP stakeholders, this

[...] translates into a needtointegrate conflict management intobusiness processes(for example, the development [...]

[...]

new technologies), contracting practices, and broader enforcement policies, all of which require awareness of dispute resolution risks and opportunities.

wipo.int

对于知识产权利益攸关者，这就意味着将冲突管理纳入商业流程（例如，开发新技术）、合同实践和广义上的执法政策，所有这些都需要意识到争议解决的风险与机遇。

wipo.int

Patents on basic nanoparticles andprocessesusing nanoparticles couldendup being so finely and acutely propertized that the abilitytocreate a novel material – for instance a water filtration system that uses carbon nanotubes to produce clean drinking water – could face nearly unnavigable complexity in terms [...] [...]

of competing and overlapping patent claims.

unesdoc.unesco.org

由于基本纳米微粒专利与使用纳米微粒的工艺专利最终都可能具备极其精微的特性，故谁能生产一种新奇材料（如利用碳纳米管生产清洁饮用水的水过滤系统），谁就有可能在专利主张的竞争和互相重叠的专利方面面临无穷的麻烦。

unesdoc.unesco.org

We agree with what was set out in the report of Special Adviser Jack Lang (see S/2011/30, annex) on the

[...]

need for Somalia to assume ownership of judicial

[...] and imprisonmentprocessessoasto endthe impunity that [...]

pirates enjoy.

daccess-ods.un.org

我们同意特别顾问杰

[...] 克·兰的报告(见 S/2011/30，附件)中的意见，即索马里需要承担司法和监禁进程自主 权，以 结束海盗 有罪不罚现象。

daccess-ods.un.org

(b) Headquarters audits: Nine Headquarters audits were undertaken in the biennium covering a wide range of issues such as:

[...]

information technology

[...] (SAP security),business processesand compliance (travel administration and processes, the transitional process during the migration of the legacy system toFABS), procurement [...]

(international

[...]

procurement for Iraq Oil for Food Programme), financial (unliquidated obligations, Funds-in-Trust Overhead Cost Account), and administration of the UNESCO art collection.

unesdoc.unesco.org

(b) 总部审计情况：该双年度对总部进行了 9 项审计，涉及了广泛的领域，如：信息技术（管理信息系统的安全）、业务程序和遵守情况（出差行政 管理和程序 、将原来的系统数据转入财务与预算系统期间的过渡性程序）、采购（为伊拉克石油换食品计划进行的国际采购）、财务管理（未清偿的债务、信托基金管理费帐户）和教科文组织艺术收藏品的行政管理。

unesdoc.unesco.org

Enhanced talent management and workforce

[...]

planning tools and

[...] systems are neededto:develop a people capability strategy, determine the specialized skills that will be needed by the different types of offices, and improvebusiness processes.

daccess-ods.un.org

需要加强人才管理和人力资源规划工具与系统：制定人的能力建设战略，确定不同类型办事处所需要的技能，改进业务流程。

daccess-ods.un.org

(c)Tolead, implement and coordinate the E-government programme with cross-agency responsibilities (including integration and alignment of IT withbusiness processes,internal compliance [...]

with government

[...]

vision and business needs, better service delivery and joined-up projects for effective horizontal integration of government functions).

legco.gov.hk

Many States have responded to the threat of illicit trafficking in nuclear, chemical and biological weapons, their means of delivery and related materials posed by non-State actors by lodging accurate information prior to loading items for shipment; by establishing a risk

[...]

assessment system,

[...] notably relatedto end-user controls; by using non-invasive technology or physical inspection of cargoes; and through voluntary arrangements withbusinessto encourage [...]

compliance backed by

[...]

legislation and regulation as necessary (see also paragraphs 89 and 90 below).

daccess-ods.un.org

许多国家已通过以下步骤应对非国家行为者非法贩运核生化武器及其运载工具和相关材料的威胁：在装运物品前获取准确信息；建立风险评估系统，尤其是涉及终端用户管制的系统； 与企业建 立自愿安排，鼓励其遵守法规，并在必要时辅以立法和管制措施(另见第 89 和 90 段)。

daccess-ods.un.org

The Deputy Secretary for Commerce and Economic Development (Commerce and Industry) (DSCED(CI)) briefed members on

[...]

the Administration's refined

[...] proposals in relationtothe newbusiness end-user copying [...]

and distribution offence under section

[...]

119B of the Copyright Ordinance (Cap. 528), and the progress of licensing in relation to the rental rights for comics, as set out in the Administration's paper No. CB(1)383/08-09(04).

legco.gov.hk

商務及經濟發展局副秘書長(工商)根據政府當局的文件(CB(1)383/08-09(04))所載的資料，向委員簡介

[...] 政府當局就《版權條例》(第 528章 )第 119B條之下新的業務最終使用者複製及分發罪行所提出的改良建議，以及與漫畫書租賃權相關的特許安排的最新進展。

legco.gov.hk

No contract of significance in relation to

[...] the Group’sbusiness towhich the Company, any of its fellow subsidiaries or its parent company was a party and in which a Director of the Company had a material interest, whether directly or indirectly, subsisted at theendof the year or [...]

at any time during the year.

asiasat.com

於本年底或本年度內任何期間，本公司、其同系附屬公司或母公司已訂立有關本集團業務之重大合約，本公司董事概無擁有直接或間接重大權益。

asiasat.com

In this context, we would liketounderline that, as stated in the Secretary-General’s report (S/2011/250), the results so far obtained are the product of actions by Governments, peaceprocessesor theendof conflicts.

daccess-ods.un.org

在这方面，我们要强调，正如秘书长的报告(S/2011/250)指出的那样，迄今所取得的结果是各国政府所采取行动、和平进程或结束冲突的产物。

daccess-ods.un.org

The implementation of major parts of the SRP in the

[...]

next biennium is

[...] further expectedtoassist in containing expenditure through greater efficiency in ourbusiness processesand better alignment of our programs, structure and resources tothe Organization’s [...]

nine Strategic Goals.

wipo.int

SRP 的主要部分在下一个两年期实施，这预计将进一步有助于提高业务流程的效率、更好地根据本组织的九大战略目标调整计划、结构和资源 ，进而控 制 支出。

wipo.int

In view of the unencumbered balance and high average vacancy rates reported in the performance report for 2008/09, and the increase in resources proposed for 2010/11, largely as a result of the increase in standard salary costs and the full costing of 63 new posts approved for 2009/10, the Advisory Committee, in making its recommendations for the support account for 2010/11, had taken into account the need

[...]

to optimize the use of

[...] managerial capacity and improvebusiness processes tohandle multiple tasks and functions [...]

with greater efficiency

[...]

and ensure better coordination between Headquarters and field operations.

daccess-ods.un.org

考虑到 2008/09 年度执行情况报告中报告的未支配余额和高空缺率，以及 2010/11 年度建议的资源增

[...]

长(这主要是由于 2009/10 年度核准的 63 个新员额的

[...] 标准工资费用和全部费用增加)，行预咨委会就 2010/11 年度支助账户的建议是，考虑到有必要优化使用管理能力，改善应对多重任务的业务流程，发挥最大的效率，确保总部与外地行动之间密切协调。

daccess-ods.un.org