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论文编号：	6977
作者编号：	2120123003
上传时间：	2014/12/9 13:04:57
中文题目：	A机电工程公司基于精益思想的服务流程优化研究
英文题目：	Research on Optimizing the Service Progress of M&E Engineering Company A in Lean Thinking
指导老师：	华志忠
中文关键字：	机电安装;精益;服务流程;流程优化
英文关键字：	Mechanical and electrical installation;lean;Service Process;Process Optimization
中文摘要：	我国新建建筑以每年20亿平方米的速度持续增加，这部分建筑大部分都有安装中央空调的需求，2013年中国中央空调市场实现总体销量为636亿元。目前，天津市场有和中央空调工程相关的机电公司将近1500家，各家的规模、服务水平良莠不齐。机电安装是建筑工程的重要环节。当前我国机电安装工程规模随着建筑工程规模增大而增大，施工难度也不断增大，行业竞争日益加剧。机电安装工程要向管理要效益，结束粗大式的管理方式才是出路。精益生产作为人类工业史上革命性的生产管理方式，其核心在于减少浪费，提升客户的满意程度。精益方式在减少资源的相对投入的同时，帮助机电安装企业提高生产效率以及客户满意度。但不同于汽车制造业，机电安装行业具有：技术要求高、施工周期长等特点。所以不能生搬硬套来源于制造业的精益生产方式。因此，本文的研究就重点就在于：如何应用精益思想，指导机电行业中工程的销售、设计、预算、施工及售后工作。本文选取了A机电公司作为研究对象，A机电公司是一家从事中央空调安装的企业。中央空调工程是个系统工程，由工业化生产出的设备和后期的工程安装组成。除空调设备外，还有很大一部分工程安装是需要现场完成的。一个质量优良的顾客满意的中央空调工程，离不开产品本身的质量，但更离不开机电公司的安装的质量。和其它家电产品还不太相同，我们买到的中央空调也只能算是个半成品，需要机电公司安装好才能正常使用。都说空调三分质量七分安装，可见空调的安装对于一个空调的舒适实用有多重要。但是一般消费者对于空调安装并不了解和精通。每家机电公司都有自己的服务流程和安装规范。就算是同一家机电公司，不同的销售人员，不同的设计人员，不同的安装工人，不同的售后服务人员给客户最终提供的产品是不同的。追究其原因是机电公司不能给用户提供标准化的服务和标准化的产品，深层次的原因是机电公司没有更合理的标准化的服务流程。服务流程决定了服务型企业之间经营的差异化，对它的再造和优化是提升企业经营业绩和确立竞争优势的有效手段。通过对A机电公司中央空调工程服务流程进行分析，指出了现有流程出现的问题，采用文献阅读和理论研究的方法，通过阅读参考大量的相关文献的基础上，利用精益思想的理论对流程做了一定的分析，对如何将精益思想运用到机电工程上进行了研究，并给出了解决问题的策略： 1 建立以人为本，尊重员工，建立高效团队，全员营销的策略。企业的发展本质是员工的发展，营销活动实质是人的营销，只有员工充分地参与到企业的活动中来，并在活动中不断地提升自己的能力与素质，企业才会有长期发展的资本，员工是企业发展的决定因素，因此，精益营销认为应该从根本上尊重员工、发展员工，让员工参与到企业各个层次的活动中来。 2目视管理策略可以使用在设计、预算、施工和售后环节。目视管理是利用形象直观而又色彩适宜的各种视觉感知信息来组织现场生产活动，达到提高劳动生产率的一种管理手段。 3末位计划员系统的引入就是让施工一线的基层团队负责人（也就是最后一层做计划并保证计划实施的人）充分参与项目计划的制定，通过保障末位计划员负责的每个任务的按要求完成来保障整个项目计划的按时、按价、按质和安全完成. 4 痕迹化管理在企业管理中有可记可查和可依可辩的作用，在机电工程施工中，留有工作痕迹会加强施工人员的责任心，也是企业绩效管理的一个重要环节。作业流程的标准化策略 5 标准化是制度化的最高形式,它不仅仅局限于生产、开发设计,也可以运用到管理方面,是一种非常有效的工作方法。根据上述思路和框架，论文回顾了精益生产和流程优化的理论，采用案例的研究方法，对A公司中央空调工程服务流程中出现的问题进行了剖析，在此基础上借用精益思想，提出了A公司在售前，施工，售后三个流程环节的优化举措。精益机电工程是将精益思想与机电工程相结合而提出的概念，精益机电工程作为一种先进的生产方式在机电工程领域的应用,是企业在日后市场竞争中赢得先机、获得竞争优势的必然选择。精益机电工程的核心内容是：即一个目标、两大支柱和四大基础，目标即最佳的品质、最低的成本、最快的反应速度和安全的让客户满意。两个支柱是:尊重个人和持续改进。五大基础是： 标准化流程，管理可视化的操作，顾客价值末位计划员系统，痕迹可查由于目前针对精益思想在机电安装领域的研究几乎很少,笔者可参考借鉴的经验较少,所以文章存在有些表述不到位之处,还需进一步完善。其次由于笔者能力、经验和时间有限,在探讨流程服务的精益思想应用问题时，还有相应一些论点不够全面，研究的深度不够具体。此外工程项目的多样性特点决定了工程项目中实施精益理论任务的艰巨性，精益机电的理论要结合不同公司遇到的不同的项目具体分析和应用。
英文摘要：	New buildings in our country continue to grow at an annual rate of 2 billion square meters, which in part have demand of the installation of central air-conditioning. The central air-conditioning market in China may reach to a scale of 63.6 billion Yuan in 2013. At present, there have been around 1500 mechanical and electrical companies selling central air conditioning in Tianjin market, the scale and the service level of which vary a lot. Mechanical and electrical installation is an important part in construction engineering. Currently, project size of our country mechanical and electrical installation increases in accordant with the raising scale of construction projects as well as the construction difficulty and competition in the industry. The management is the only way to solve the problem facing in mechanical and electrical installation engineering. Lean production, an evolutionary industrial way of production and management in history, is aimed to cut down waste and improve customer satisfaction. The lean production relatively reduces the input of resources, which, at the same time, helps the mechanical and electrical installation enterprises improve production efficiency and customer satisfaction. However, unlike auto manufacturing, mechanical and electrical installation industry faces the characteristics such as high technical requirements and the long construction period. So we can't derivative lean production simply from manufacturing. Therefore, the main point of this thesis lies in how to apply lean thinking to guide the sales, design, budget, construction and after-sales work in the mechanical and electrical industry. In this thesis, we take A company as a research project, which engages on central air-conditioning installation. Central air conditioning engineering is a system engineering, equipped by industrial production and engineering installation. In addition to the air conditioning equipment, there is part of the installation work should be done on site. A good quality matters most to meet the needs of customer satisfaction and good quality.。Differing from other electrical appliances product, the central air conditioning we brought can only be called a a semi-finished products, which requires installation to be finally be used. It is common sense that installation plays an important part in the comfort of air conditioning. However, generally, consumers are not familiar with air conditioning installation. Service process and installation specification differs in different mechanical and electrical companies, even in the same mechanical and electrical company things might be dissimilar considering different sales staff, designers, different installation workers, and different after-sales service personnel. The main causes in this situation lies on the disability of those companies in providing standardized service and standardized products, and furthermore, lacking in standardized service processes responses greatly. Service process determines the differentiation between service-oriented businesses as well as its reengineering and optimization of it is to improve business performance and establishes an effective means of competitive advantage By means of analyzing the service process of A company central air conditioning engineering were analyzed, the thesis points out the problems existing during the process. We use literature reading method to analysis how to apply theory of lean thinking on electrical and mechanical engineering are studied and gives the strategies to solve the problem: 1. Establish people-oriented, respect employees, set up efficient team, and the overall marketing strategy. Enterprise nature of development is the development of staff, marketing activity is one of substance. Only employees fully participate in the activities of the enterprise and constantly improve their ability in the activity and quality, the enterprise will have a long-term development. Therefore, lean marketing think should fundamentally respect employees, developing employees, let employees involved in the enterprise all levels of activity. 2. Visual management strategies can be used in design, budget, construction and after-sales section. Visual management takes advantages use of all kinds of vivid visual perception to organize the production activities and to improve the labor productivity of a kind of management means. 3. The introduction of the last planner system is to make a line of grass-roots team leader fully participation in the development of the project, through security bottom planner is responsible for each task done as required to ensure the whole project is planned to be completed on time, AD valorem, product quality and safety. 4. Trace management in the enterprise management is to leave something for second check, which at the same time can strengthen the sense of responsibility of construction personnel and plays an important part of enterprise performance management. 5. The highest form of institutionalization is standardization. It can not only apply to production, development, design, but also can be applied to management. According to the above ideas and framework, this paper reviews the theory of lean production and process optimization, using case study method. The company A central air conditioning engineering services in the process the problems analyzed, then using lean thinking and put forward optimization measures of A company in the pre-sale, the construction, and after three process. Lean electrical and mechanical engineering combined with mechanical and electrical engineering , puting forward the concept of lean electrical and mechanical engineering as a kind of advanced mode of production in the field of mechanical and electrical engineering application, is the enterprise winning advantage in the market competition in the future. The core of Lean in mechanical and electrical engineering is : one goal, two pillars, and the four basic goal, which is best quality, lowest cost and the fastest response speed and security of customer satisfaction. Two pillars are respect for individual and continuous improvement. Five bases are standardization process, management visualization operation, customer value last planner system, and traces can be found out. Due to the currently rare study of lean thinking in the field of mechanical and electrical installation, the reference of experience is less, so there are some description in the article does not reach the designated position, waiting for further improve. Secondly, because of the ability, experience, and time of the author are limited, in discusses the application of lean thinking process service, there are some corresponding argument is not comprehensive, not specific enough depth of the study. In addition the biodiversity characteristics of the project determine the difficulty of implementing lean theory task in the project. Lean electrical and mechanical theory is a combination of different companies with different concrete analysis and project application.
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