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论文编号：	12635
作者编号：	2320180626
上传时间：	2021/6/17 15:36:52
中文题目：	OT公司电梯服务业务客户需求导向的价值链研究
英文题目：	Research on the Value Chain of OT Company’s Service Business Oriented by Customer Need
指导老师：	柳茂平
中文关键字：	OT公司;电梯服务业务;客户需求导向;价值链构建
英文关键字：	OT Company; Elevator service Business; Customer need oriented; Value Chain construction
中文摘要：	随着中国房地产行业的降速发展，电梯行业迎来了新的发展机遇。在国外人们比较关注建筑的使用寿命，对新房的需求不如国内强劲，因此更看重电梯的维护和保养；对于国内市场来说，电梯行业正在由新梯驱动转向为服务驱动。同时，经济水平和人们的意识觉醒，使得电梯维保行业更容易被人接受。随着电梯市场存量的稳步增长，老旧电梯的改造与更新需求、旧楼老楼的电梯加装需求进一步发展，电梯维保行业将会迎来高速发展的新时代。OT公司鉴于市场环境和自身发展的需求提出了以客户为中心，服务为导向的世界级企业成为了企业的最新愿景。 本次研究的主要目的是找到OT公司获得客户的满意和信赖、提升客户体验所需要进行的改善措施。经过了一段时间的理论学习和实践回顾，本次研究选择价值链构建的相关理论为主要研究方法和工具，通过价值链的分析方法对企业活动进行分析和梳理。基于研究目的，选择价值链构建中的客户需求导向为基本的理论框架和研究模式。波特的价值链理论中客户需求导向价值链构建的理论，通过对客户的购买标准（使用标准和信号标准）充分了解和分析，在价值链分析的基础上寻求各活动的改善机会。随后对企业的基本情况进行了初步分析，包括外部环境分析，主要使用了PEST的分析方法；行业情况分析，主要使用了五力分析模型；企业内部分析，主要是公司业务发展变化和主要业务内容。根据行业和公司的业务情况锁定主要客户和客户需求，进一步识别客户的购买信号标准。再将识别出的价值链与客户需求相匹配，找到差异点并提供解决方案。 经过本次研究发现客户的采购标准主要体现在六个方面，其中四个使用标准包括安全和稳定，产品及服务质量，价格，快速响应；两个信号标准包括渠道和企业联系人。基于这六个采购标准和服务产品的典型特征，从价值链的角度制定了系统的改进措施，并通过此次研究总结出三个主要结论。
英文摘要：	The elevator industry faces an incredible opportunity as the estate increase more slowly. People concern about this lifetime of building instead of searching new house, especial in Europe, service demand is more than new equipment. Meanwhile, in China, service is in their youth with high potential growth. Chinese start to care about building as incomes increase. And modernization and adding elevator to existing building is jump in front of the face. We believe, the elevator service will be better in the future. Base on this, OT is shrived to became a customer centric, service oriented, and world class company. This thesis is to find actions for OT to get customer compliance and improve customer experience. After studying some theories, I choose value chain construction as main theory structure and tool. Based on the purpose of thesis, customer demand-oriented value chain construction is decided as the theory basis of this thesis. In Porter’s value chain theory,. customer demand-oriented value chain construction means full understanding and analysis of the customer’s purchase criteria (usage standard and signal standard). Company will find the improvement based on the value chains analysis.? Then environment analysis is necessary, including external environment using the PEST analysis method; industry situation analysis with the five forces analysis model; and internal analysis of the company with company's business development and main business content. According to those situations, lock the main customers and customer needs, and further identify the customer's purchase signal standards. After this thesis, it is found that the customer's procurement standards are mainly reflected in six aspects. There are four usage standards: safety and stability, product and service quality, price, and quick response; there are two signal standards: channels and corporate contacts. Based on these six procurement standards and the typical characteristics of service products, systematic improvement measures have been formulated from the perspective of the value chain. Final, there draw three conclusions.
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