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论文编号：	10734
作者编号：	2120162821
上传时间：	2018/12/9 19:35:26
中文题目：	基于精益服务思想的OTIS公司电梯应急修理流程改进研究
英文题目：	A Case Study on the Improvement of Elevator Emergency Repair Process in Otis Company based on Lean Service
指导老师：	李季
中文关键字：	电梯应急修理；电梯服务；精益服务；客户价值；电梯制造企业
英文关键字：	Elevator Emergency Repair; Elevator Services; Lean Services; Customer Value; Elevator Manufacturer
中文摘要：	随着中国城镇电梯保有量的加大，近几年来，中小电梯厂商进入电梯行业争夺电梯市场，价格战迫使电梯制造企业不断压低其制造环节的利润，转而诉诸于依靠后期电梯维保服务寻求持续收益。电梯制造企业要跳出原有以生产为侧重点的发展模式，重视服务业务的发展，电梯应急修理流程的改进对于提高客户满意度、获取更大竞争优势、提高服务价值上具有重大意义。在电梯制造企业中，精益生产已广泛应用并取得成效，随着客户对于服务水平要求越来越高，其服务业务板块也开始面临如何平衡服务质量与服务成本的问题。把精益思想应用到服务业务，引入“精益服务”的概念，对目前鲜有这此方面理论研究的电梯制造企业的服务业务而言，具有典型的参考价值。 本文在精益思想理论回顾的基础上，延伸引入精益服务思想。选取电梯行业代表企业OTIS电梯公司作为研究对象，以案例研究的形式对其应急修理流程的改进进行分析探究。通过对服务人员访谈、服务业务相关报告、参与性观察的手段掌握的数据资料进行相互验证，分析出目前OTIS公司现存电梯修理流程中存在的问题，利用精益工具识别出OTIS现有应急修理价值流中的浪费并分析提炼出相应改善的措施、资源整合建议和新的流程，总结和归纳了电梯制造企业由生产到发展服务业务的精益转变基本特点和运作要素。 在消费不断升级的当下，传统服务业、新零售业都在持续提高其服务水平并屡屡进行创新，传统的制造行业也需要思考其在服务业务上的变革和突破。谁在服务上最大程度地迎合了市场和客户的需求，谁就获得了竞争优势；电梯制造企业也同样是如此——完善及时的售后、原厂保养的便捷、为客户量身打造的改造修理建议，这些都需要企业不断完善改进其服务业务。唯有这样才能很大程度地提高客户的品牌忠诚度，进而实现客户与企业的双赢。
英文摘要：	With the increasing number of urban elevators in China, in recent years, small and medium-sized elevator manufacturers have entered the elevator industry to compete for the elevator market. The price war has forced the elevator manufacturers to constantly reduce their profits in the manufacturing process, instead, they resort to relying on the maintenance service in the later stage to seek sustainable profits. Elevator manufacturing enterprises should break away from the original development mode focusing on production and attach importance to the development of service business. The improvement of elevator emergency repair process is of great significance for improving customer satisfaction, obtaining greater competitive advantage and improving service value. In elevator manufacturing enterprises, lean production has been widely applied and achieved results. As customers have more and more requirements on service level, their service business sector is also facing the problem of how to balance service quality and service cost. Applying lean thinking to service business and introducing the concept of "lean service" has typical reference value for the service business of elevator manufacturing enterprises that have little theoretical research on this aspect. Based on the review of lean theory, this thesis extends the introduction of lean service. The elevator industry representative enterprise OTIS elevator company was selected as the research object to analyze and explore the improvement of its emergency repair process in the form of case study. Through interviews with service personnel, service reports, participatory observation means of master data for mutual authentication, the analysis of the current problems of OTIS elevator repair existing procedures, using lean tools recognize OTIS existing emergency repair of waste in the value stream and analysis to extract the corresponding improvement measures, Suggestions and new process of resources integration, and summarizes and sums up the elevator manufacturing enterprises from production to the development of service business lean transformation characteristics and operating elements. With the constantly upgrading consumption, the traditional service industry and the new retail industry are constantly improving their service level and making innovations. The traditional manufacturing industry also needs to think about its reform and breakthrough in the service business. Who caters to the market and customer's demand to the greatest extent in the service, who obtains the competitive advantage; The same is true of elevator manufacturing enterprises -- improving timely after-sales service, convenient maintenance of the original factory, and customized renovation and repair Suggestions, all of which require the enterprise to constantly improve its service business. Only in this way can the customer's brand loyalty be improved to a great extent and the customer and the enterprise can achieve a win-win situation.
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