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论文编号：	15159
作者编号：	2320213841
上传时间：	2024/12/11 10:02:03
中文题目：	WK公司Q社区嵌入式养老服务蓝图优化研究
英文题目：	Research on blueprint optimization of WK company Q Community Embedded Endowment Service
指导老师：	李季
中文关键字：	嵌入式养老；服务蓝图；服务利润链；运营管理
英文关键字：	Embedded Endowment;Service Blueprint; Service profit chain;Operations Management
中文摘要：	我国人口老龄化进程快速发展，对现有社会化养老服务体系提出了巨大的挑战。现有的养老服务在资源上尚存在着一系列的问题，各类养老经营类型，因公资民资、公办民办各有区分，养老机构类型也可以分为集中养老和社区养老。本文主要的研究目标是“嵌入式养老”，即针对社区级的活力老人，为社区及周边的老年人提供综合服务，涵盖了全日托养、日间照护、上门服务以及区域协同与指导等多种形式的养老支持。 现阶段，因为“嵌入式养老”的服务综合性较强，而社区的服务配套和基础设施又多有缺陷，所以关于此类型养老的运营管理问题研究仍然处于空白。养老类型的研究，本身就属于交叉学科，应用到社区养老中，客户离散性强、服务设施分离和服务接触面交稀疏，服务产品就无法集中面对客户，也无法连贯运营。本文以服务利润链为视角，嵌入式养老服务为需求，根据在Q社区的实际企业运营为依托，将四大类服务板块，即服务、理疗、检测和居家养老床位，分别进行了服务蓝图的描述和检查。根据利润链中八个要素的分析，找到服务蓝图中的缺陷，将嵌入式养老“三入四嵌一床位”的要求想对应，调整四大板块的服务蓝图，将业务融合在一个利润链中，以此进行运营管理的优化。并对顾客的重复率的提升和业务人员标准化服务产品进行了反馈评估。服务蓝图优化的核心目的在于建立一套标准化、系统化的服务流程，以便在企业扩张过程中实现高效的并购整合和价值评估。 研究的最后，进行了新服务蓝图的实施计划与实施保障，限定了服务蓝图的实施范围与实施步骤，约束了对各个板块的资源分配和人力分配，并将租住与人员的服务保障进行里明确，确保服务蓝图的落地和目标的一致性。文章的末尾对改进后的服务蓝图的优化效果进行了陈述，并未后续的修正和改进留下了空间。
英文摘要：	The rapid development of the population ageing process in our country poses a huge challenge to the existing socialised old-age service system. There are a series of problems in the existing old-age service resources. Various types of old-age management can be divided into centralized old-age care and community old-age care. The main research goal of this paper is“Embedded pension”, that is, for the active elderly at the community level, to provide full-day care, day care, home-based services, regional coordination and guidance for the needs of the elderly community and the elderly care model. At present, the research on the operation and management of“Embedded Endowment” is still blank because of its comprehensive service and the deficiency of community service and infrastructure. The research on the type of old-age care, itself belongs to the cross-disciplinary, applied to the community old-age care, the customer is highly discrete, the service facilities are separated and the service contact surface is sparse, the service product can not be focused on the customer, it can not operate coherently. From the perspective of service profit chain, embedded service for the aged as the demand, and based on the actual enterprise operation in Q community, this paper divides four categories of service sections, namely service, physical therapy, testing and home care bed, into four categories, the service blueprint is described and checked respectively. According to the analysis of the eight elements in the profit chain, find the defects in the service blueprint, and adjust the service blueprint of the four major sectors by matching the requirements of“Three-in-four-in-one-bed” of the embedded pension system, the business will be integrated in a profit chain, so as to optimize the operation management. And the improvement of customer repetition rate and the standardization of service products for business personnel feedback evaluation. The core goal of service blueprint optimization is to establish a set of standardized and systematic service process, in order to achieve efficient M & a integration and value assessment in the process of enterprise expansion. At the end of the thesis, the implementation plan and guarantee of the new service blueprint were carried out, the implementation scope and steps of the service blueprint were limited, and the allocation of resources and manpower for each section was restricted, and will rent and personnel services to ensure that the service blueprint for the landing and the goal of consistency. At the end of the article, the optimization effect of the improved service blueprint is stated, and there is no room for subsequent revision and improvement.
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