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1、有效的员工管理可提升关务组进口操作服务Effective Staff Management to Customs Affair Team for Importation Service论文摘要高通无线通信技术（中国）有限公司 (Qualcomm China China ) 是全球知名的无线通信技术公司之一，主要从事无线通信技术的研究和开发工作并向中国的无线通信系统设备和终端设备（手机）生产厂商、运营商以及增值服务提供商提供相关的技术支持和技术服务。自我公司成立以来，Qualcomm China China 一直推行自主完成进出口业务等相关关务事宜，并下设关务组隶属于行政部。随着开发项目的日益增
2、多，所需进口设备在数量和次数都呈上升趋势。但从年初开始发现许多急需的设备并不能按照时间要求完成进口所有相关手续，甚至有近三分之一的进口设备扣留在海关。工程师频繁的被要求到现场海关那里做出解释并被要求提供产品说明书，各种说明文件等。这种情况严重的影响项目组工程师的开发进度，造成无法按照原定的工作计划完成项目开发或技术支持。在当前竞争激烈地市场环境下，这个问题显感觉格外重要，引起了公司高层领导的重视，甚至对关务组负责人的领导能力产生的质疑。在公司高层的大力支持下，关务组于2009年3月成立了一个项目小组，实施六个月的项目设计跟踪，专门研究解决关务组目前遇到的棘手问题。项目目标进口操作完成时间由现在
3、的15-20个工作日降为5个工作日，人员分配由现在一个人负责进口各种贸易方式的货物调整为由2个人分别负责完成。本项目前期运用SWOT等分析方法找出改进方法，做出了相应的项目方案计划。项目中期，在计划执行过程中，通过采用有效的关务组员工工作职责分配表，制定分工明确的进口操作流程表，关务组人员进口货物跟踪流程表等方法提高工作效率，解决目前所遇棘手问题，提供给项目工程师满意的服务。后期采取前后对比来进行评估，客观评定，从而看到改进效果。实施结果证明，此次项目顺利完成并取得了预期效果。为日后提供及时、高效、专业的进口服务工作打下了基础。关键词：员工管理，关务组，进口操作流程，贸易方式Abstract
4、This dissertation presents a detailed report of a project implemented to improve and manage staff management in customs affairs in order to provide professional importation services. From the beginning of this year, more and more importatant equipments are stucked at cusoms and cannot be imported in
5、 Qualcomm China in time. Engineers are required to explain product funcations frequently or prepare product descripion. These critical situations caused negative impact in our daily job, i.e. our engineer cannot develop projects or provide technologies in time. Furthemore, our management skills were
6、 challenged. It is hypothesized that if we impolement better staff management methods, then we can enhance our service. The objective of the projects is to help to identify the areas for improvement staff management skills in order to ensure all importation goods can be imported smoothly. The projec
7、t aim: the processing time is reduced from 15 20 work days to 5 work days, and reduce staff responsiblties into 2 staffs. Set up one systemic customs affair handling flow chartWe used SWOT to analyse problems and the critical situcations. Setting up the Job Responsibility, Importation Flow Chart and
8、 Shipping Logs and etc were used in the project implementation. We set our project for 6 months from March to September 2009 many approaches were implements, such as reviewing documentation and emails. With the effort of all the project members, the projcet has finally achieved its goal. The process
9、ing is shortened to 5 work days, job responsibilities are assigned properly. Their work morale was greatly improved. Furhtermore, my staff management skills were enhanced through out this project. The project hypothesis has proved to be reasonable and applicable. The results of the project demonstra
10、ted that the implementation of the staff management project is an effective approach to enhance service level. Key words: staff management, customs affair team, importation handling flow chart, trade term.Table of ContentsPages1. Introduction . 12. Summary of the Preliminary Research . 22.1 Current
11、Situation . 22.2 Needs and Wants Analysis . 22.3 SWOT Analysis. 3 3. Project Rationale and Hypothesis . 43.1 Project Rationale . 43.2 Project Hypothesis . 6 4. Project Design 6 4.1 Project Objectives . 64.2 Planning of Activities 74.2.1 Activities Planned to Take Place. 74.2.2 Critical Path of the P
12、lanned Activities 84.2.3 Time-scale of activities. 94.2.4 People Involved and Their Responsibilities. 104.3 Cost Analysis. 104.4 Risk Analysis. 124.5 Plan for Monitoring and Evaluation of the Project 125. Project Implementation and Monitoring. 135.1 Project Implementation . 135.2 Project Monitoring
13、. 145.3 Project Evaluation . 146. Project Findings and Discussion. 146.1 Findings of the Project. 146.2 Results Discussion. 157. Conclusion 15Bibliography. 16Appendix I: My appraisal . 17Appendix II: Qualcomm China Shipping Log . 18Effective Staff Management to Customs Affair Team for Importation Se
14、rvice1. Introduction: Qualcomm China China Wireless Communication Technologies (China) Limited (hereinafter Qualcomm China China ) is one of the largest wireless communicaiton technologies companies in the world. Self-declaration customs issues have been implemented from the beginning of Qualcomm Ch
15、ina China . In order to provide professional imporation services, Qualcomm China China setted up a customs affair team which is subjected to Administraiton Department. From the early of this year 2009, more and more important equipments are stucked at cusoms which cannot be imported in Qualcomm Chin
16、a China in time. The handling time is risen from 5 work days to 15 - 20 work days, one staff need to handle all kind of trade term cargoes. Engineers are required to explain product funcations frequently or prepare product descripion. These critical situations caused negative impact in our daily job
17、, i.e. our engineer cannot develop projects or provide technologies in time. Furthemore, our management skills were challenged. After close discussion with our high level management, she assigned me to lead the project and extended utmost support to this project. A project team was reformed. The aim
18、 and goal of my project is to reduce from 15 20 work days to 5 work days for closing importation formalities and split staff responsibilities into 2 staffs. To fulfill the objective, I have carefully studied some books related in order to make the project design, such as “Practical Business Project
19、and Proposal Design”, “Practical Project Design”, and World Class English for Business Book 1 & 2. Many research methods of survey were adopted accordingly. Furthermore, we used SWOT to analyse problems and the critical situcations. We setted our project for 6 months from March to September 2009, se
20、tting up the Job Responsibility, Importation Flow Chart and Shipping Logs and etc were used in the project implementation. Many approaches were implements, such as reviewing documentation and emails. Through the project implementation, we found that close staff communicaiton is very important, month
21、ly team meeting or personal exchanges and required for all team members. With the effort of all the project members, the projcet has finally achieved its goal. It is hypothesized that if we impolement better staff management methods, then we can enhance our service level. 2. Summary of the Prelimina
22、ry Research 2.1 Current SituationFrom the early of this year 2009, more and more important equipments are stucked at cusoms which cannot be imported in Qualcomm China China efficiently. The handling time is risen from 5 work days to 15 - 20 work days. One staff need to handle all kind of trade term
23、cargoes due to lack of manpower. Engineers are required to explain product funcations frequently and prepare product descripion as well. These critical situations caused negative impact in our daily job, i.e. our engineer cannot develop projects or provide technologies support in time. 2.2 Needs and
24、 Wants AnalysisIn order to figure out the clear idea and clear understanding of the view, we reformed customs affair team and setted up staff reponsibilities, Importation Flow Chart and Shipping logs after monthly team meeting and exchanging experiencere. Their respecitve responsibilities were as fo
25、llows: a. One staff is in charge of ETR monitoring and sending monthly shipping log.b. One staff is responsible for handling permanent importation.c. One staff is in charge of temporary importation. The questionnaire research is aimed at finding out the problems and working out solutions. The questi
26、onnaire involving two aspects of questions related to their job satisfaction and personal needs and wants.a. Are you satisfied with your job status? b. How is your work load? Is it overloaded or far low from expectation?c. What are my major accomplishments for the past six months?d. What have I done
27、 for my professional development in the past six months (internal classes, external training, certificates, etc.)?e. What do I feel are my greatest strengths in this position?f. What do I feel are opportunities for growth and improvement in this position?g. What are specific things I would like to d
28、o in the next six months for my professional development?h. Are there any changes I would like to see made in my job that would improve my effectiveness?After two weeks communication through face to face discussion or conference all with individual or team meeting, their feedbacks were mainly focuse
29、d as belwo: a. A confusion of job responsibilities and duties. b. Over workload and no communication between team member.c. No properly related training and related knowledge training.d. No performance appraisal to evaluate their works. 2.3 SWOT Analysis: To further understand the current situation
30、in wider aspects, we carried out a SWOT analysis, including our strength, weakness, opportuntiy and threats. It is based upon the results of needs and wants analysis. Strengtha. Qualcomm China Wireless Communication Technologies (China) Limited (hereinafter Qualcomm China) is one of the largest wire
31、less communicaiton technologies companies in the world. Self-declaration customs issues have been implemented from the beginning of Qualcomm China. It has over 10 years experience in customs affair aspect and accumulated many valuable hanlding experience. b. Customs affair team has a good training s
32、kills and perfessional work skills. Over 2 staffs have at least 5 years work experience in this aspect and grasped many valuable hanlding experience. Many tough cases have been resolved by our team members independently. c. Qualcomm China offer training opportunities no matter internal or external.
33、Staff can pick up the training opportunities freely and the training programs will be arranged accordingly. Staffs selected external training, the training fee will be refunded back to staff after all training programs completed. Weaknessa. Wireless communication technologies boom in China mainland
34、activated economy market. Many new projects are waiting to develop by engineers, but more and more important equipments cannot be imported in Qualcomm China in time. The handling time from 5 work days is risen to 15 20 work days. The long processing time casued projects development delayed. b. Due t
35、o lack manpower, one staff is responsiable for all kind of trade term cargoes. Lack manpower puzzled whole team members. After calculated, every team member needs to work over 9.5 hours. c. Over workload is another critical problem. One staff in charge of all kind of trade term cargoes, including ET
36、R monitoring, sending shipping log, permanent importation and temporary importation. Due to many work need to be handled, so many information cannot be updated in time. d. A confusion of job responsibilities and duties. Staff cannot find one specific job respoonsibility and duty flow chart. Most of
37、time, staff did duplicate works or they only did small part of works without communication. Opportuntiya. Customs affair team could improve logistics service after update management skills and logistics system. b. In order to ensure equipments can be imported smoothly and support 3G telecom markets,
38、 customs affair team could take more main works. Threatsa. In telecom market, there are many competitors such as Nokia. The decalration processing time is longer than before; many new projects cannot be developed. It caused huge expenses. b. Over workload caused no time to attend the related trainin
39、g. Lack professional skills caused processing time increased. 3. Project Rational and Hypothesis3.1 Project Rational The problem I face was that the management of customs affair team is confusion. To deal with this problem, I read many books; I found that “World Class English for Business Book 1 & 2
40、” and “Practical Business Project and Proposal Design” are very useful. I quote some useful rationale for my project as follows: “SWOT stand for Strengths, Weaknesses, Opportunities and Threats. It is used by organizations as a mean of identifying areas which may need to be changed, or areas which c
41、an be developed.”After the SWOT analysis, the problems and area of improvement were listed clearly, it helpled me to set up proper approach to deal the problems.“A SMART action plan is a management tool which a company can use to ensure its objectives are precise/specific, measurable, achievable, re
42、levant and timed”. By such, one specific job responsibilities were implemented. SMART action plan and objectives for each cusotms affair team member was set up accordingly. It is clearly flow chart for individual on what they are required to do and consequently their work qualities are to be measure
43、d smartly.“Total Quality Management is an approach to the management which involves a complete dedication to an idea of quality.”Quality is the essential for customs affair team members. Our aim is not only to handle cargoes smoothly, but how to ensure their service quality is also a key issue. TQM
44、is a good approach for effective staff management.“We may communicate in order to cooperate with others or in order to persuade them. Successful communication is essential for our survival.” When I set up various communication channels with my team member through monthly team meeting or emails, we k
45、eep in mind that “Communications must be two-ways companies must let customers communicate with them”. It is good evidence to show that the communication methods are effectively carried out, my team members needs and wants were recognized. By such, the area for improvement were focused, this helped
46、us to approach to the appropriate solutions within the timeline.“Forewarned is forearmed meaning that if you know something will happen you can be prepared for it in advance. That is risk management.”Many cargoes stuck at customs, from this case, we can foresee that this is typical for the current d
47、eclartion handling situations. To avoid such situcations happened and to minimize the business impact to internal and external customser, we have to take some pre-alert methods, preparing application documents or importation application before the shipping. I did benefit a lot from the above books. By learning and actually practice
