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论文编号：	14036
作者编号：	2320190412
上传时间：	2023/6/7 22:04:10
中文题目：	G公司发动机短舱维修的服务改进策略与实施研究
英文题目：	Research on Service Improvement Tactics and Implementation for Engine Nacelle Maintenance of G Company
指导老师：	李季 副教授
中文关键字：	发动机短舱维修；预测性维修；服务改进策略
英文关键字：	Engine Nacelle Service; Predictive Maintenance; Service Improvement Tactics
中文摘要：	G公司作为民用航空市场主流民航飞机发动机短舱的OEM在国内设立的MRO，在经历多年快速发展之后，在市场上更多的以技术标准而不是客户服务预期来定义服务质量，并忽视客户服务体验，服务质量不符合客户预期。由此客户不断流失，G公司从而陷入了发展困境。本文以服务质量差距模型为分析基础，结合客户需要完成的任务理论着重研究航空业OEM设立的MRO的服务改进策略与实施，对高技术，高专业性的航空维修业服务模式改进进行了有效探索。同时以预测性维修理念为指导，对发动机短舱全寿命周期管理服务进行了有益的理论探讨。 本文以国内外相关研究文献为基础，结合企业案例研究，以服务质量差异模型为基础搭建G公司的服务改进策略框架，以需要完成的任务理论深入挖掘客户价值，以协助航空公司实现短舱预测性维修为核心服务的服务组合设计实现客户价值，借助服务蓝图分析改进服务流程以更多的服务接触和有型展示为客户提供优质服务体验，并运用流程和企业成熟度模型为服务改进策略的实施提供保障。 本研究运用服务质量差距模型，通过客户访谈和反馈分析客户服务期望差距和供应商差距。创新性地使用客户需要完成的任务理论站在客户短舱维修流程的角度理解客户对短舱可靠性和维修经济性的需求。并将G公司拥有的短舱设计数据和维修数据与客户运行数据相结合，形成数据和模型驱动的预测性维修方式，逐步帮助客户实现短舱的预测性维修，从而与航空公司形成了一种长期可持续的共赢服务策略。
英文摘要：	As a mainstream OEM of civil aircraft engine nacelle in the civil aviation market, G Company established MRO in China. After years of rapid development, in the market, service quality is more defined by technical standards rather than customer service expectation, and customer service experience is ignored, and service quality does not meet customer expectations. As a result, customers continue to lose, and G company falls into a development dilemma. Based on the service quality gap model and combined with the theory of Jobs to be done by customers, this thesis focuses on the service improvement tactics and implementation of MRO set up by OEM in the aviation industry, and effectively explores the improvement of the service mode of high-tech and highly professional aviation maintenance industry. At the same time, guided by the concept of predictive maintenance, the whole life cycle management service of engine nacelles is discussed theoretically. Based on relevant research literature at home and abroad, combined with enterprise case studies, this thesis builds the service improvement tactics framework of G Company on the basis of service quality difference model, explores customer value deeply with the theory of Jobs to be done, and achieves customer value by helping airlines to realize the service portfolio design with predictive maintenance of nacelle as the core service. Improve service process through service blueprint analysis to provide customers with quality service experience through more service contact and stylish display, and use process and enterprise maturity model to provide guarantee for the implementation of service improvement tactics. This study uses the service quality gap model to analyze the customer service expectation gap and supplier gap through customer interview and feedback. To creatively use the customer's task theory to understand the customer's need for reliability and maintenance economy from the perspective of the customer's nacelle maintenance process. Moreover, the design data and maintenance data of the nacelle owned by G company are combined with the operation data of customers to form a data and model-driven predictive maintenance method, which gradually helps customers realize predictive maintenance of nacelle, thus forming a long-term sustainable win-win service tactics with airlines.
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