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论文编号：	3793
作者编号：	2120092686
上传时间：	2011/11/26 21:52:06
中文题目：	奥的斯电梯公司精益服务体系的构建研究
英文题目：	The Research on the Construction of Lean Service System in OTIS Elevator Company
指导老师：	许晖
中文关键字：	奥的斯电梯公司 精益管理 精益服务体系
英文关键字：	OTIS elevator company Lean Management Lean Service System
中文摘要：	从弗雷德里克泰勒的工业工程到丹尼尔T琼斯的精益生产，制造型企业在提高生产效率方面的不断追求，使其有形产品的成本、质量、制造时间不断优化，这种优化曾经显著降低了产品的价格，并为企业创造了丰厚的收益。但现今，随着全球一体化进程的日益加快和现代科技的迅猛发展，产品的差异化程度不断降低，企业间的竞争越来越局限于价格领域。但一味追求价格的降低将会侵蚀企业的利润，收益的下降又使得企业难以对产品研发、技术升级和服务开发进行足够的投资，而投资的不足终将使企业在市场竞争中进一步处于劣势，企业的发展难免不进入恶性的循环之中。今日的中国电梯市场就面临着如此局面——伴随着电梯产销数量的屡创新高和电梯市场的快速发展，全国400多家电梯生产厂家和300多家电梯维保公司之间展开了激烈的竞争，更低的价格往往被企业作为招揽顾客的唯一法宝。然而，作为行业领头羊的奥的斯电梯公司并没有屈从于市场压力进行价格战，而是通过市场分析和客户反馈采用了另一种竞争方法，那就是在服务领域寻求竞争优势，通过超越顾客满意的服务促进产品和维保服务的持续购买。是什么使奥的斯电梯公司在提高服务效率的同时，保持甚至提高了服务质量的，这个利器就本文所要研究的——精益服务。本文首先阐述了精益生产和服务质量管理的相关理论，介绍了结合二者而生的精益服务理论的起源、内涵和研究现状。随后，在介绍了中国电梯市场的发展概况和奥的斯电梯公司的具体情况之后，本文分析了奥的斯电梯公司现有的服务体系的运行及特点和其中存在的问题，进而阐述了奥的斯电梯公司精益服务体系的设计及构建方法，说明了其是如何将精益服务体系与ACE运营系统结合起来的，并举出了奥的斯电梯公司在制造、运营、服务过程中实施精益服务体系的具体案例。最后，本文进行了结论性研究，说明了精益服务在制造型企业中应用的可行性和必要性，提出几个方面的问题有待于继续努力研究和通过实践解决。
英文摘要：	From Frederick Taylor’s Industrial Engineering to Daniel T Jones’ Lean Production, manufacturing enterprise had been devoting themselves to improving productive efficiency in order to optimizing cost, quality and manufacture time of tangible product which reduced price sharply and gave enterprises profitable return. Nowadays, with rapid development of globalization, differentiation of production reduced, and companies prefer to earn advantage by low price. However, price war will reduce profit which makes companies don’t have enough capital to invest to product research, technical upgrading and service development. Now the environment of Chinese elevator market was so competitive that more than 400 manufactures and 300 maintenance are involved. Companies have to reduce their price to attract customers in situation of increasingly similar technology and product. OTIS Elevator Company as the first place in elevator industry survived from price war. It chose another way base on market analysis and customer feedback to have competitive advantage in service field. That is a way to obtain continual purchasing by supplying service that exceed customers expects. And its name is Lean Service. First of all, this paper elaborates theory of lean thinking and service quality management, as well as the theory about Lean Service which develops afterwards. It analysis service system in OTIS elevator company and problems that exists after introduce situation of OTIS and the elevator market in China. Then this paper states how to structure Lean Service system by integrating Lean Service and ACE operating system. This paper lists cases of Lean Service used in manufacture, operating and service field by OTIS Elevator Company. In the end, this paper sums up the feasibility and necessity of Lean Service applying in manufacturing enterprises, and there are still some issues need to study and solve in the future.
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