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论文编号：	6767
作者编号：	2120122920
上传时间：	2014/12/5 23:30:26
中文题目：	艾默生网络能源公司精益服务体系的构建及实施策略研究
英文题目：	Research on the construction and implementation of lean service system in Emerson Network Power Company
指导老师：	许晖
中文关键字：	精益思想；精益服务；艾默生；网络能源
英文关键字：	Lean thinking; Lean service; Emerson; Network Power
中文摘要：	2013年党的十八届三中全会提出了在2020年前全面建成小康社会、GDP和城乡居民收入翻一番的宏伟目标。2014年党的十八届四中全会再次强调了要全面深化改革，全面建成小康社会，实现中华民族伟大复兴的中国梦。在新的宏观经济形势下，人们生活水平的提高对企业的服务业务提出了更高要求，对于作者就职的网络能源公司来说，支撑本身产品的销售流程、本身产品的消费扩张的是服务系统。随着我国经济的高速增长和工业化进程的加剧，网络能源作为计算机和通信网络非常重要的基础设施，人们对其可用性、可靠性和稳定性及相应的维护工作都提出了更高的要求。对于目前的网络能源行业而言，谁能够适应新的环境、应对产品市场的竞争和非产品性质的竞争，具备高效优质的服务水平，谁就能够成为行业中的赢家。 本研究的结构安排如下。论文绪论部分简单介绍了研究的背景及研究意义，通过对国内外关于制造企业服务业务的现状分析，结合笔者目前的资料整理现状，对文章的研究内容和结构安排进行了简单的说明。 论文第二部分主要是对相关理论的介绍与回顾，首先阐述了精益思想产生和发展的过程，以及精益思想的主要内容，同时对制造型企业中的服务业务进行了界定，分析了制造企业服务化的典型特征，为后文中精益服务体系的构造提供理论基础和思想保证。 论文第三部分就艾默生网络能源公司服务体系存在的问题进行了分析，并进一步探讨了产生问题的原因，从而有针对性的对服务体系进行改进，为企业的可持续发展提供有力保证。 论文第四部分主要介绍了艾默生网络能源公司精益服务体系的构建。精益服务体系的构建是企业核心竞争力的关键所在，艾默生网络能源公司充分利用精益思想构建了以客户为中心的服务体系，创造了最大化的服务价值。 论文第五部分重点分析了艾默生网络能源公司精益服务体系的实施策略，这部分是本文的重中之重，主要由精益服务业务的流程和服务支撑体系两部分构成。最后是全文总结。
英文摘要：	The huge impact of the global financial crisis on the real economy to China and the world still exists, especially for obvious cyclical steel industry. Last year the 18th session of leaders of the party proposed before 2020, build a well-off society in an all-round way, GDP and the income of urban and rural residents make a great target of double. Under the new macroeconomic situation, People’s rising living standard put forward higher requirements on service business, consumers are no longer satisfied with the item itself, but need more related services. Just in terms of the network energy companies, service business always provide support for their own products’ market development, and the service organization is positioning as the enterprise's cost center. Along with our country's economic growth and industrialization, the network of energy as a very important infrastructure, computer and communication network for the availability, reliability and stability, and the corresponding maintenance work are put forward higher requirements. For the current network energy industry, who can adapt to the new environment, dealing with product market competition and the property of the product, has the high quality service level, who can be the winners in the industry. In this paper, based on the above background, considering the current situation of the service of Emerson network power company, after exploring the essence connotation of lean thinking, the author try to optimize the service system, improve service quality, realizing lean service exploration and analysis, so as to put forward feasible and effective suggestions for the manufacturing services business . The structure of this paper are arranged as following. First part of this paper simply introduces the research background and research significance, by analyzing about the present situation of the manufacturing enterprise service business at home and abroad, combined with the author's current information collection, giving the simple instructions of the article's research content and structure arrangement. Paper in the second part mainly is the introduction and review of relevant theories, first elaborated the emergence and development of lean thinking process, as well as the main content of the lean thinking, as well as the manufacturing enterprises in the services business is defined, the analysis of the typical characteristics of the manufacturing enterprise service, after for lean service system constructed in this paper provide theoretical basis and ideological guarantee. In the third part, analyzes the problems existing in the service system of Emerson and further probes into the causes of problems, and targeted to improve the service system, offers a powerful guarantee for the sustainable development of enterprises. The fourth part mainly introduces the construction of Emerson network power company lean service system. Lean service system construction is the key to core competitiveness, Emerson network power company make full use of lean thinking to build a customer-oriented service system, create the value maximization of service. The fifth part of this paper analyses the Emerson network power company lean service system of the implementation of the strategy, this part is the key of the article, mainly from lean service business process and service supporting system of two parts. The conclusion will follow.
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