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论文编号：	473
作者编号：	2120062162
上传时间：	2008/12/23 11:15:56
中文题目：	工程设计公司项目总承包的服务质
英文题目：	Service quality management of
指导老师：	许晖
中文关键字：	项目总承包;服务质量;服务质量评
英文关键字：	general project contract;servi
中文摘要：	伴随着现代社会的不断进步，世界政局的相对稳定，人类的发展主题更加趋向和平和繁荣。全球基础设施建设的需求也逐渐加大。由于社会分工的明确，以项目总承包为代表的工程项目建设模式方兴未艾。我国总承包企业在这种趋势下应运而生，在历经多年的发展后，取得了令人瞩目的成果，特别是一批总承包公司已经进入世界500强，标志着我国项目总承包公司已经开始逐鹿全球市场。然而，在与西方发达国家总承包公司的竞争中，我国企业还处于相对劣势的地位，更多的是以提供体力劳动的形式来获得的二、三级总承包合同，处于价值曲线的低谷，其原因是，我国总承包行业的起步相对较晚，资金投入和经验积累与国外公司相比还存在差距，这种差距表现为在总承包服务质量上的不足，难以满足国际市场的要求，这是我国总承包企业缺乏国际竞争力的一个重要因素。 本文从服务质量及管理的相关理论回顾出发，介绍包括服务质量的构成、评价方法和策略制定的相关理论。运用4Q产品/服务模型、差距分析模型和SERVQUAL模型探讨总承包服务质量评价的方法，对其中的要点做出归纳，并指出我国相关企业服务质量不足的成因，如技术能力不足、服务意识薄弱、人力资源不足等。按照服务蓝图法剖析总承包服务中的关键时刻，据此分析提高总承包顾客满意度的策略以及服务质量的管理方法。结合天津水泥工业设计研究院服务质量管理案例，探讨服务质量管理理论在企业中的实践，为总承包服务质量管理应用的相关论点做出理论支持。
英文摘要：	Development of human tends to peace and glory with unceasing advancement of modern society and relative stabilization of the world political situation. Demand for basic infrastructure construction increases gradually. Project construction with the represent of general project contract is in the ascendant. Domestic general project contract enterprises emerge as the times require and come at a great achievement with perennial development. Several domestic general project contract enterprises become fortune 500 of world indicates domestic general project contract enterprises start to compete with the world. However, there is still distance between domestic and western enterprise in the worldwide competition. Domestic project contractors usually obtain low-grade and low-profit project contract by offer manual labor. The reason for the circumstance is, general contract industry started relatively late in our country, so there is still distance between domestic and foreign enterprise on capital accumulation and experience. Domestic general project contract enterprises can hardly meet the requirements of international market for deficiency in service quality. This is an important factor why domestic enterprise can hardly compete in the world. The thesis starts from theoretic related service quality and management, introduces the theoretic of service quality structure、estimate method and strategy establishment, discusses the estimate method of general contract service quality by 4Q PRODUCT/SEVICE MODEL、DIFFERENCE ANALYSE MOEDL and SERVQUAL MODEL, and makes a conclusion to indicate the cause of deficiency in service quality for domestic enterprises, such as technology ability deficiency、service consciousness weakness、human resource shortage and so on. The thesis analyses the strategy of improving customs satisfaction and management method of service quality in general project contract according the key point of service blueprint principle. The thesis discuss the service quality management method used in practice, combining with service quality management case of Tianjin Cement Industry Design & Research Institute, makes an effort for the argumentation related service quality management in general project contract.
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