烟草行业是我国国民经济的支柱产业之一，在我国经济建设中发挥着重要的作用，但目前仍存在市场监管效率不高、客户服务效果不到位、信息反馈效率低下与部门沟通协同性不强等问题，本文以A烟草企业为例，针对专卖管理部门与营销部门之间的工作瓶颈，聚焦两部门的市场管理工作职能与客户服务职能现状，提出了一个管服融合小程序平台的设计并投入使用，依托信息化手段推动部门业务流程优化，加强部门之间协同联系的同时提高管理效能与服务质量，为一线专卖稽查员与营销客户服务经理提供协同互通渠道。本文做了以下具体工作：

        首先对A烟草企业管服工作现状进行充分调研分析，通过绘制工作流程图、开展问卷调查与实地调研，系统梳理出专卖营销部门在信息反馈工作中的堵点：包含信息反馈率低（专卖36%、营销52%）、问题解决时间长（平均5天）等问题，然后利用鱼骨图法从环境、技术、流程等维度分析产生问题的具体原因，并使用5W1H分析法和ESIA分析法针对现行工作环节提出改善性分析。接下来通过深度需求访谈与分析，收集部门基层一线员工对信息化平台的具体功能需求与指标需求，由此初步构建管服融合信息化平台的前期框架；之后进行系统平台的设计，采用三层系统架构：采集层负责收集来自一线人员和客户的实时数据，整合层利用Spring Boot框架实现数据处理与逻辑运算，并通过Mysql数据库进行信息存储与查询，界面层基于微信小程序技术实现交互式用户体验。此外该平台部署于腾讯云服务器，保障系统的高可用性和可扩展性。其中具体功能模块包括信息反馈、计划共享、法律法规宣传等内容；然后通过模拟实验对比传统纸质化流程与线上化流程验证方案的可行性，线上化两部门间的问题反馈率提升至91%，问题解决所需时长降低到1.9天，线上化流程提高了78%的工作效率；最后完成该小程序的开发与测试，完成各功能模块开发，实现从问题提报到处理反馈等工作内容的全流程数字化。该平台投入运行后，A烟草企业专卖与营销部门信息反馈率由活动前44%提高到100%，处理时间由平均5天降低到2天，大大提高部门之间协同配合工作效率的同时也提高了管理服务职能的质量。同时，系统使用后还减少了A烟草企业人力物力等成本，一年可节约经济成本约4.1万元，达到了降本增效的目的。

         本文通过设计并实现管服融合小程序平台，成功解决了A烟草企业专卖与营销部门在管服工作中的问题，提高了两部门在信息反馈处理方面协同工作的效率，提升了专卖市场监管职能与营销客户服务职能相融合的质量。本文的研究成果为A烟草企业提供了切实可行的信息化解决办法，同时也对其他企业具有一定的借鉴意义。后续将不断优化系统功能，提高系统实用性与智能化程度。

Tobacco industry is one of the pillar industries of China's national economy, and plays an important role in China's economic construction, but there are still problems such as low efficiency of market supervision, lack of customer service effect, inefficient information feedback and weak departmental communication synergy, etc. This paper takes A tobacco enterprise as an example, and focuses on the bottlenecks between the monopoly management department and the marketing department, and focuses on the functions of market management work of the two departments and the current situation of customer service function. Customer service functions, put forward the design and use of a management and service integration applet platform, relying on information technology to promote the optimization of departmental business processes, strengthen the synergies between departments while improving management efficiency and service quality, and provide synergistic communication channels for first-line monopoly inspectors and marketing customer service managers. This paper does the following specific work:

      First of all, the current situation of the management and service work of A tobacco enterprise was fully researched and analyzed, and through drawing workflow diagrams, conducting questionnaires and field research, the blockage points of the monopoly marketing department in the work of information feedback were systematically sorted out: including the low rate of information feedback (36% for monopoly, 52% for marketing), the long time of problem solving (an average of 5 days) and other problems, and then the Fishbone Diagram was used to analyze the concrete causes of the problems in terms of the dimensions of the environment, technology, and processes. Then use the fishbone diagram method to analyze the specific causes of the problems from the dimensions of environment, technology, process, etc, and use the 5W1H analysis method and ESIA analysis method to put forward improvement analysis for the current work link. Next, through in-depth demand interviews and analysis, we collect the specific functional requirements and indicator requirements of the department's grassroots front-line employees for the information technology platform, and thus initially construct the preliminary framework of the information technology platform for the integration of management and services; after that, we carry out the design of the system platform, adopting a three-layer system architecture: the collection layer is responsible for collecting real-time data from front-line personnel and customers, and the integration layer utilizes Spring Boot framework to achieve Data processing and logical operations, and through the Mysql database for information storage and query, the interface layer based on WeChat small program technology to achieve interactive user experience. In addition, the platform is deployed in Tencent cloud servers to ensure the high availability and scalability of the system. The specific functional modules include information feedback, plan sharing, laws and regulations publicity, etc; then the feasibility of the program is verified by comparing the traditional paper-based process with the online process through simulation experiments, and the problem feedback rate between the two departments of the online process is increased to 91%, and the time required for problem solving is reduced to 1.9 days, and the online process improves the efficiency of the work by 78%; and finally, the development and testing of the applet is completed. Finally, the development and testing of the applet was completed, and the development of various functional modules was completed, realizing the digitization of the whole process from the raising of problems to the handling of feedback and other work content. After the platform was put into operation, the information feedback rate of the monopoly and marketing departments of Tobacco Enterprise A increased from 44% to 100% before the activity, and the processing time was reduced from an average of 5 days to 2 days, which greatly improved the efficiency of the collaboration between departments and also improved the quality of management service functions. At the same time, the use of the system also reduces the cost of manpower and material resources of A Tobacco Enterprise, and saves about 41,000 yuan of economic costs a year, which achieves the purpose of reducing costs and increasing efficiency.

      By designing and realizing a small program platform for management and service integration, this paper successfully solves the problems in the management and service work of the monopoly and marketing departments of Tobacco Enterprise A, improves the efficiency of the two departments' collaborative work in the processing of information feedback, and enhances the quality of the integration of the monopoly market supervision function and the marketing customer service function. The research results of this paper provide a practical informationization solution for Tobacco Company A, and also have certain reference significance for other enterprises. We will continue to optimize the system functions and improve the practicality and intelligence of the system.

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