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论文编号：	12187
作者编号：	2320180672
上传时间：	2020/12/14 20:11:33
中文题目：	KL公司售后服务业务运营管理改进研究
英文题目：	Research on Operation Management Improvement of KL Company’s After-sales Service Business
指导老师：	李季
中文关键字：	中央空调企业；售后服务业务；运营管理改进
英文关键字：	Central Air-conditioning Company; After-sales Service Business; Operational Management Improvement
中文摘要：	先进制造业和现代服务业的融合发展，已经成为新一轮工业化浪潮的主流趋势。两者的融合发展改善了产品质量，实现了差异化竞争，提升了企业在价值链中的位置。KL公司是一家中央空调企业，随着整个行业由增量市场向存量市场的拐点出现，各个厂家更加重视售后服务业务的竞争。但客户需求的多样化与服务业生产率较低给两者融合带来了挑战，其售后服务业务既要响应客户的高标准需求，又要提升运营效率，这是企业要面对的难题。 围绕上述问题，本文以运营管理和服务管理相关文献为理论基础，将KL公司售后服务业务作为特定对象，在施罗德运营管理理论框架中展开。本文分析了宏观经济形势、暖通行业及KL公司售后服务的现状，综合运用问卷访谈等研究方法，发现目前KL公司售后服务业务运营管理中的问题集中在流程和质量管理方面。紧靠公司战略目标，结合企业特点，论文按照发现问题-分析问题-解决方案-实施保障的研究思路展开论述。基于服务蓝图技术，在流程投入、流程转化和流程产出要素三个方面提出了流程管理改进策略，以解决人员的技能匹配和零件、信息投入问题，使用生产线方法和数字化技术，解决前后台资源与任务的匹配问题，加强需求引导和供给管理，兼顾客户满意和效率提升。利用服务质量差距模型，从对客户需求理解、服务质量标准、服务传递、市场传播和客户感知五个方面提出改进策略，区别于制造业的质量管理，建立基于售后服务业务的质量管理体系。对应改进策略和目标，明确具体实施方案和保障措施。 本文对KL公司售后服务业务运营管理改进研究有助于企业柔性高效地为客户服务，提升企业竞争力。同时对行业内其他企业也具有借鉴意义和参考价值，对推动我国现阶段经济高质量发展具有重要现实意义。
英文摘要：	The integrated development of advanced manufacturing and modern service industries has become the mainstream trend of a new wave of industrialization. The integrated development of the two improves product quality, realizes differentiated competition, and enhances the position of the company in the value chain. KL is a central air-conditioning company, with the entire industry turns from an incremental market to a stock market, various manufacturers pay more attention to the competition of after-sales service business. However, the diversification of customer needs and the low productivity of the service industry have brought challenges to the integration of the two. Its after-sales service business must not only respond to the high standard needs of customers, but also improve operational efficiency, which is a difficult problem for enterprises. Focusing on the above issues, this thesis is based on the literature related to operation management and service management, and takes the after-sales service business of KL Company as a specific object, which is carried out in the theoretical framework of Schroeder's operation management. This thesis analyzes the macroeconomic situation, the HVAC industry and the status quo of KL's after-sales service, comprehensively using questionnaire interviews and other research methods, and finds that the current problems in KL Company's after-sales service business operation management are concentrated in process and quality management. Close to the company's strategic goals, combined with the characteristics of the company, the thesis discusses the research ideas of finding problems-analyzing problems-solving solutions-implementing guarantees. Based on the service blueprint technology, process management improvement strategies are proposed in the three aspects of process input, process transformation and process output elements. The improvement strategies will solve the problem of personnel skills matching, parts and information input, solve the matching problem of resources and tasks in the front stage and the back stage with the production line method and digital technology are used, strengthen demand guidance and supply management, and take into account customer satisfaction and efficiency improvement. Use the service quality gap model to propose improvement strategies from five aspects: understanding of customer needs, service quality standards, service delivery, market communication and customer perception. Different from manufacturing quality management, establish a quality management system based on after-sales service business. Corresponding to improvement strategies and goals, clarify specific implementation plans and safeguard measures. This thesis studies the improvement of KL Company's after-sales service business operation management to help enterprises serve customers flexibly and efficiently, enhance their competitiveness. It also has reference significance and reference value for other enterprises in the industry, and has important practical significance for promoting the high-quality development of my country's economy at this stage.
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