The Research Of IT And Business Operational Alignment Base On Service-Dominant Logic

In recent years, with the rapid development of Internet, wide application of Internet in services greatly promote the development of the service industry, which broughta bigger challenge to the service. Customer expectation of service is higher and higher, it is necessary to entirely analyze service process, targeted optimize service process,thenimprove customer experience. In the industrial age, goods-dominant logic emphasizes goods and exchange value. Enterprise business process mainly involves product development and customer delivery. But in the Internet age, customer not only focus on goods, but also focus on interaction. In the process of interaction, customer pay more attention to use value, business processes expand from product development to service development too. Service-dominant logic gradually replace goods-dominant logic, and IT support for business processes has changed. How to convert IT and business process alignment under goods-dominant logic to IT and business process alignment under service-dominant logic, whice deserves further research.First of all, we review IT and business alignment, service-dominant logic theory, analyze business process from operating level, study IT and business process alignment. Then, we introduce modeling method, including Petri net and service blueprint. Petri net analyze business process from the angle of process, but service blueprint analyze business process from the angle of organization and information. Because that single modeling method cannot be combined with organization, process and information, combine Petri net with service blueprint can better analyze and optimize business process. Then, we put forword IT and business alignment model based on service-dominant logic. Elaborating on service dominant logic perspective, we analyze IT and business process, from knowledge and structure dimensions realizing operational alignment, and then improve organizational performance, that is, business process optimization. In addition, we put forword process framework design. First, draw business processes with service blueprint, through analyzing failure points, experience points, wait points and decision points of business process, we qualitative analyze problems existing in process. Second, we use Petri net for subprocess modeling, and MATLAB for simulation to verify correctness of model, use correlation matrix quantitative analyze specific problems in subprocess, combing above interpretation theory to guide business process optimization.Finally, we select Guangdong postal EMS as application study. First, construct Guangdong postal EMS business process service blueprint, select delivery subprocess for Petri net modeling according to key points analysis. Second, we use MATLAB for model simulation, use correlation matrix quantitative analysis, determining correctness of model and problems existing in process. Third, offer Guangdong postal EMS business process optimization strategies and suggestions, which enrich IT and business process alignment theory and provide a guidance for enterprise business process optimization.