联系我们

论文查询结果	返回搜索

论文编号：	2682
作者编号：	2120082447
上传时间：	2010/11/22 12:15:25
中文题目：	基于应急管理的电梯企业服务体系研究 ——以中奥集团为例
英文题目：	Study on Elevator Service System Based on Emergency Management ---A case in OTIS Elevator Company of China
指导老师：	吴晓云
中文关键字：	应急管理，服务补救，应急服务管理体系，快速响应
英文关键字：	Emergency management, Service recovery, Emergency service management system, Quick response
中文摘要：	近年来，为了应对国际金融经济危机，实现国民增长的持续稳定增长，国务院出台了十大产业振兴规划，其中针对装备制造业出台了《装备制造业调整和振兴规划实施细则》。《规划实施细则》提出了装备制造业2011年的发展目标，即保持装备制造业稳定增长，增加值占全国工业增加值比重逐步上升。电梯制造业作为特种设备制造业之一，也相应迎来了发展的机遇期。但是，想让国家巨大的发展投入能够持续的发挥效力，并在目前竞争激烈的市场环境中保持持久的竞争力，电梯制造业企业除了严格确保产品质量外，必须将电梯的安装维修服务纳入到产品的立体发展轨道当中，并且优先考虑投诉、反馈系统等服务体系的建设与完善。同时，由于电梯产品的相对于其他机械产品专业性较强，且对于产品整体质量的考量分散于电梯部件，安装调试及维修保养多个方面，而特种设备的特征更要求其具有快速响应的特点，奥的斯电梯公司虽作为美国联合技术公司子公司，拥有超过150年的电梯制造安装历史与100多年中国发展的历史，仍然面临非常严峻的形势，尤其是在安装维修过程中所表现出来的体系缺位、安装水平参差不齐、响应时间较长等问题，严重的影响到其品牌口碑甚至市场份额。 为了解决中奥集团安装维修服务方面所存在的问题，实现对客户要求的快速响应，提高服务质量与服务效率，更好的遵守企业文化中安全第一、服务第一的承诺，中奥集团需要有针对性的研究建立一套反应电梯应急服务决策问题特点的服务体系，以为响应顾客的应急需求做出支持与保障。 文章从目前中奥集团销售安装维修的现状切入，从应急服务的预应、启动、执行到反馈等和环节提出了针对中奥集团服务体系构建的建议；并从应急需求的响应、服务质量的完善以及安全生产的理念等角度，并针对目前中奥集团服务体系中存在的问题，在服务体系实施的各个环节中提出了进一步发展和完善的对策。
英文摘要：	Recent years, in response to the financial crisis and to realize the sustained and stable growth in the productive capacity of the economy, top ten industry invigorating program is launched by the State Council, where the implementation of invigoration & adjustment on the equipment manufacturing industry was announced. It aims at keeping a steady increase as the development targets of 2011.As the special equipments; elevator manufacturing company also receives the vigor and is facing a good opportunity to make great progress. In order to keep the sustainable competence and looking for in a good position in the fierce market competition day by day the modern market environment, the combined service of installation, modification should be involved into the strategic framework of service system. Besides, due to the extra fast responding requirement from customer, although OTIS Elevator Company of China has more than 150 years history and over 100 years experience in China market, it still faced with fierce problem in its service system, especially the overtime responsive system, various levels of installing & operating technique and faultiness of corrective action system. In order to solve the problems found in every aspect in installation & modification service system, release the promise of fast response, improve the service quality & efficiency, keep its word of first-in-safe, first-in-service, it is required for OTIS Elevator Company of China to build a fast responsiveness system which reflects the problem solving oriented to support the customers’ urgent requirement. The classification of emergency requirement about elevator repairing request is an important approach of realizing a scientific management of emergency decision-making. This paper adopts relative theories and method, started with the present state of current sales, installation and modification in OTIS Elevator Company of China; put forward a suggestion from the sight of preventive, kick-off, implementation and feedback. It is also provide a proposal on fasting response, improvement of service quality, safety in production to solve current shortcomings in service system.
查看全文：	预览  下载(下载需要进行登录)