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论文编号：	11655
作者编号：	2320170373
上传时间：	2020/6/19 16:12:52
中文题目：	基于服务蓝图的天津空管管制服务质量研究
英文题目：	The Research on the Service Quality of Tianjin Air Traffic Control Based on Service Print
指导老师：	王健友
中文关键字：	管制服务；服务蓝图；服务改进策略
英文关键字：	Air traffic control service; Service blueprint; Service improvement
中文摘要：	近年来，我国民航运输业发展迅速，航班总量、运输总量、航线数量都快速增长。民航业的快速发展，对行业内部各个环节都提出了更高的要求。空管系统是民航产业的“中枢神经”系统，肩负着保安全、促顺畅的使命，空管服务的质量对整个行业的服务质量起着决定性作用。天津空管分局负责天津滨海国际机场的航班起降、周边空域运行等空管保障工作。近年来随着天津机场航班量以及周边通用飞行数量的增长，天津空管保障的航班量增长迅速。随着大兴机场的投入使用，使得天津地区空域以及运行环境更为复杂，天津空管也需要为更多的航班提供空管服务。一些空管的领导依然秉持陈旧的管理理念，部分员工缺乏服务意识缺失、服务理念落后，同时受航班量激增、运行环境复杂等主客观因素的影响，天津空管服务近几年失误频出，机组与旅客的不满与投诉也逐年增加。所以，必须对目前空管服务的失误进行识别，分析产生失误的直接原因与根本原因，并有针对性的提出改进建议，才能有效提升天津空管的服务质量。 本文主要通过服务蓝图法用流程图对现阶段天津空管的服务流程进行全面、客观、可视的描绘，通过系统的展示顾客行为、员工行为、支持系统描绘出一个完整的服务过程。通过与服务对象的关键接触点以及易失误点进行识别，根据经验、相关案例、横向对比以及客户的反馈来对目前空管服务进行评价，寻找自身差距与不足，了解客户需求，加强与客户的联系，并且希望在这个过程中逐步建立起一套属于自身的服务质量管理评价标准以及持续改进措施，能够为天津空管未来的服务质量管理提供新的思路。
英文摘要：	In recent years, China's civil aviation industry has developed rapidly, the total the total amount of transportation，and the number of flights, and number of flight routes have increased rapidly. Air traffic control services play an important role in ensuring the safety and efficiency, and are an important part of the civil aviation service system.The quality of air traffic control services plays a decisive role in the service quality of the entire industry.Tianjin Air Traffic Management Bureau is responsible for air traffic control work such as flight takeoff and landing of Tianjin BinHai International Airport and surrounding airspace operations. In recent years, with the increase in the number of flights at Tianjin Airport and the number of general flights around it, the number of flights serviced by Tianjin Air Traffic Control has grown rapidly.Tianjin Air Traffic Control services have made frequent mistakes in recent years because some leaders of air traffic management unit adhere to outdated management concepts.Therefore, it is necessary to identify the errors of the current ATC service, analyze the direct and deeper reasons of the errors, and make targeted suggestions for improvement in order to effectively improve the quality of Tianjin ATC service. This thesis mainly uses the service blueprint method to describe the service process of Tianjin Air Traffic Management in a comprehensive, objective, and visual way by using flowcharts, and presents a complete service process by systematically displaying customer behavior, employee behavior, and support systems.Identify the key contact points and error-prone points with the service object, evaluate the current air traffic management services based on experience, relevant cases, horizontal comparisons, and customer feedback, find their own gaps and deficiencies, understand customer needs, and strengthen customer relationships. We hope to establish a set of own service quality management evaluation standards and continuous improvement measures in the process, which can provide new ideas for Tianjin Air Traffic Management's future service quality management.
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