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论文编号：	14909
作者编号：	2320213531
上传时间：	2024/12/6 10:59:14
中文题目：	A公司云智慧平台服务质量优化研究
英文题目：	Research on Service Quality Optimization of A Company''s Cloud Smart Platform
指导老师：	石鉴
中文关键字：	云平台；设施管理；服务质量；满意度
英文关键字：	Cloud Platform；Facility Management；Service Quality；Satisfaction
中文摘要：	近年来，物联网、云计算、5G等新技术广泛应用于社会生活和工业发展，改变了以往的行业布局。A公司作为国内服务行业第一批从事设施管理的专业化公司，通过云平台实现在管项目的运营管理。在发展中，A公司面临着企业运营成本逐年上涨、客户满意度下滑频繁投诉、服务过程评审与监督缺少依据等诸多挑战与风险。为提高企业市场竞争力，当前状况下A公司如何提升服务质量成为重要研究课题。 本文以服务质量差距模型、服务利润链等质量管理理论为理论基础，以A公司设施管理云智慧平台为特定对象，开展理论研究、问卷调研及典型案例分析研究。通过调查研究A公司应用设施管理云智慧平台后全国华东、华南、华西、华北、华中、环渤海六个区域在管618个项目的顾客满意度现状，深入分析项目服务时的质量问题，确定服务质量问题的根因及优化目标，从顾客和员工两个角度提出优化方案来改变企业当前现状，提升顾客满意度。在组织层面从高层授权与支持、技术团队支持、云智慧平台系统保障三个维度落实企业保障措施，进而确保服务质量持续有效提升。 A公司在行业内具有典型代表性，且具有较大的社会影响力。本课题研究对于设施管理企业在全国范围内应用云智慧平台过程中提升客户服务质量具有指导意义和参考价值，有利于促进行业发展和产业提升。
英文摘要：	In recent years, the widespread application of new technologies such as the Internet of Things (IoT), cloud computing, and 5G in social life and industrial development has transformed previous industry layouts. As one of the first specialized companies in the domestic service industry to engage in facility management, Company A leverages a cloud platform to achieve operational management of its projects under management. During its development, Company A has faced numerous challenges and risks, including rising operational costs year by year, frequent customer satisfaction declines and complaints, and a lack of basis for service process evaluation and supervision. To enhance its market competitiveness, how Company A can improve its service quality under the current circumstances has become an important research topic. Based on quality management theories such as the Service Quality Gap Model and the Service Profit Chain, this thesis takes Company A's Facility Management Cloud Intelligence Platform as a specific object and conducts theoretical research, questionnaire surveys, and typical case studies. By investigating and studying the current status of customer satisfaction across 618 projects managed by Company A in six regions (Eastern China, Southern China, Western China, Northern China, Central China, and the Bohai Rim Region) after the application of the Facility Management Cloud Intelligence Platform, this thesis deeply analyzes the quality issues during project service delivery, identifies the root causes of service quality issues and optimization goals, and proposes optimization solutions from both customer and employee perspectives to change the company's current situation and improve customer satisfaction. At the organizational level, enterprise safeguard measures are implemented from three dimensions: senior management authorization and support, technical team support, and Cloud Intelligence Platform system assurance, thereby ensuring continuous and effective improvement in service quality. Company A is typical and representative within the industry and holds significant social influence. This research has guiding significance and reference value for facility management enterprises to improve customer service quality in the process of applying Cloud Intelligence Platforms nationwide, which is conducive to promoting industry development and upgrading.
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