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论文编号：	372
作者编号：	052190
上传时间：	2008/1/7 0:07:55
中文题目：	制造企业服务补救系统设计及实施
英文题目：	Service Recovery System Desig
指导老师：	焦媛媛
中文关键字：	制造企业 服务补救 顾客满意度
英文关键字：	Manufacture enterprise Service
中文摘要：	在经济全球化背景下，市场竞争日趋激烈，贸易壁垒的打破更是加剧了企业之间的竞争，争取顾客、维持顾客成为制造企业重要的战略目标，产品及服务质量是制造企业的主要竞争手段。由于产品的缺陷、服务的特性及顾客对服务质量评价的主观性等多方面原因，服务失误难以避免。且服务失误发生后，顾客会产生消极的态度，若不及时补救，势必造成纷争或者顾客流失，给制造企业带来严重的损失，如何进行成功服务补救成了制造企业的重要课题。 本文基于服务补救研究的相关理论以及制造企业中的特点，研究服务补救在制造企业中的应用。首先，通过分析服务失败的不可避免性，提出本文研究的背景及意义、研究内容及框架；其次，通过回顾相关文献内容，界定了服务失误和服务补救的概念，归纳了服务补救的维度及分类；再次，在介绍制造企业服务补救的特点及存在的问题后，着重分析影响制造企业服务补救质量的三个关键因素，即员工满意度、顾客满意度、服务公平；随后提出制造企业服务补救系统设计模型,即制造企业服务补救预警子系统、制造企业补救处理子系统、制造企业服务补救信息管理子系统、制造企业持续改进子系统、制造企业服务补救评估子系统，并介绍各个子系统的功能；随后，阐明制造企业服务补救系统实施的原则及策略；然后，结合 D 公司水阀产品部的实际情况，结合该系统进行了分析；最后，总结了文章的内容及不足之处。 本文的创新之处主要体现在以员工满意度、顾客满意度、服务公平为出发点，结合制造企业的实际情况，设计了制造企业服务补救的系统，该系统不仅具有预警、补救功能，同时还能对企业的产品及服务系统进行持续改进。
英文摘要：	In the condition of the global economic, marketing competition becomes more and more intense, which make develop customers and keep customers become important strategic objective for enterprise, the quality of product and service is the main competition means for manufacture enterprise, but, due to the product defection, service special characteristic and the subjective of customer’s evaluation for service quality, Service failure is unavoidable for manufacture enterprise. If the manufacture enterprise supplier can’t dissolve service failure properly, the customers will go,which will loss much more. So, how to recover the service failure is very important for manufacture enterprise. The thesis Based on research related to remedial services and manufacturing enterprise in theory the characteristics of research services remedies in the manufacture enterprise applications. First, by analyzing the inevitability of services failure and proposed the background and significance, the framework and content of this thesis; Secondly, through reviewing relevant theory, defined service failure and the services recovery concept, summed up the dimensions and services recovery classification; then, introduced manufacturing enterprise features, characters of manufacturing enterprise services, the three key factors of services recovery for manufacturing enterprise, employee satisfaction, customer satisfaction, service fair, and then proposed the service recovery system model for manufacturing enterprise, it includes service failure alarming subsystem, emergent recovery subsystem, the service recovery database subsystem, constant improvement subsystem and evaluation subsystem and introduced their function; Subsequently, explained the policy and implement strategy of manufacturing enterprise services recovery system; then analyzed the example of e Water valve Department in D Company by this system model; Finally, summed up the inadequacies of the article. The main innovation of this thesis is based on customer satisfaction, employee satisfaction and equity theory，integrate manufacture enterprise's characteristic, establish the service recovery system for manufacture enterprise, this system not only has the early warning and recovery function, but also constantly improve production and service system of enterprise
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