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论文编号：	5943
作者编号：	2120112836
上传时间：	2013/12/7 12:27:20
中文题目：	A公司内部服务质量诊断与改进方法研究—基于内部服务流程设计和绩效管理视角
英文题目：	The Research of Internal Service Quality Diagnosis and Improvement Method--From Internal Service Process Design and Performance Management Perspective for A Company
指导老师：	杨坤
中文关键字：	内部服务流程;内部服务质量;绩效管理;360绩效考核;中小型制造业
英文关键字：	Internal service process;Internal service quality;Performance management;360-degree performance evaluation;Small and medium-sized manufacturing enterprises
中文摘要：	随着经济的发展，我们按照其形态分为农业经济、工业经济、以及服务经济。许多欧美发达国家早已进入到服务经济阶段，而我们国家则还处在向服务经济过渡阶段。作为中国的中小型制造企业正在努力寻求通过各种管理方法在激烈的市场竞争中取得优势地位，其中树立内外部服务观念，已成为各位企业家深入思考的问题，并且逐渐成为决定企业生存和发展的首要因素。 基于国内外学者在企业内部服务领域的研究资料，论文中将内部服务流程设计、绩效管理、服务质量评价模型、360度绩效考核等理论与中国中小型民营制造业自身特点及所处环境相结合。企业面对实际发生的内部服务问题时，可采用内部服务流程设计、建立和绩效考核等手段来改善其内部服务质量。近年来对于服务管理的研究从外部客户服务研究基础上，逐渐拓展到企业内部服务的理论和实践研究上。内部服务的主要观点认为：将企业内部各部门之间的关系，当作客户和服务提供者来看待，通过服务的提升使企业内部各部门之间关系更加融洽，沟通与合作更加流畅。本文借鉴服务业服务流程设计，建立与顾客互动等相关方法，结合服务质量测评的实施模型应用，分析企业内部服务质量存在的问题。采用建立内部服务流程和绩效管理的方法，寻求解决企业存在的问题，达到内部顾客满意度提升的目标。论文的主要研究内容包括五个部分：第一部分阐述了论文的研究背景、内容框架和创新点。第二部分对于内部服务相关理论回顾，包括内部服务，内部服务流程设计，绩效管理等；第三部分对于A公司进行现状分析及特点描述，并通过内部服务质量测评，剖析企业现存的内部服务质量问题；第四部分分析识别内部客户需求，建立企业内部服务流程，再以加强沟通合作等方法完善企业内部服务流程与其他流程的融合；第五部分从绩效管理角度，采取360绩效考核方法对企业内部服务流程和服务提供者进行测量控制。
英文摘要：	With the development of economy, we divided the economy to agricultural economy, industrial economy and service economy, according to its shape. Many developed countries has entered the stage of service economy, such as Europe and America. But our country is in the phase of transition to a service economy. The Chinese small and medium-sized manufacturing enterprises are seeking to use various methods to get advantage position in the intense market competition. Establishing the internal and external service idea, which was the primary factor to decide to enterprise survival and development, has become a important problem that fellow entrepreneurs think deeply. Based on the domestic and foreign scholars in the field of enterprise internal service literature, this thesis studied to combine the theory of internal service process design, performance management, service quality evaluation model, and 360 degree performance appraisal with Chinese small and medium-sized private manufacturing characteristics and environment. When the enterprise face the actual internal service problems, the company ought to adopt internal service process design, build and performance appraisal means to improve the internal service quality. In recent years, more and more internal service theory is put forward by scholars which is based on the study from the external customer service. The internal service main point is: see the relationship between the various departments in the enterprise as a client and service provider. Through ascension services make more harmonious and smoothly relationship between internal departments, communication and cooperation. This thesis reference the service process establishment and relevant methods of interaction with the customer, and combine with the implementation of the service quality evaluation model application to analyze the problems which is existing in the enterprise’s internal service process. Through establish the internal service process and the methods of performance management, the enterprise achieves the internal customer satisfaction. The thesis main research content includes five parts: the first part elaborated the thesis research background, content, framework and innovation points. The second part review for internal service theory, including internal services, internal service process design, performance management, etc.; The third part analyze A company status and characteristics. And it evaluate analysis of enterprise existing internal service quality problems, through the internal service quality, and analyze the relationship between internal service quality and enterprise internal service process and performance management; The fourth part identify the internal needs of customers through the analysis. This part of thesis show the establishment of enterprise internal service process, making the enterprise internal service process and other process word together smoothly by strengthening communication and cooperation methods; The fifth part describe how to control the internal service quality from the angle of the performance management, adopt 360-degree performance evaluation method.
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