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论文编号：	7662
作者编号：	2220140524
上传时间：	2015/11/25 17:25:05
中文题目：	三菱电梯服务创新模式及其保障策略研究
英文题目：	Research on the Building of Service Innovation System and Its Implementation Strategies of Mitsubishi Elevator
指导老师：	许晖 教授
中文关键字：	三菱电梯；服务创新；制造业服务化；服务开发；服务流程管理
英文关键字：	Mitsubishi Elevator；Service Innovation；Manufacturing Industry Servitization；Service Development；Service Process Management
中文摘要：	摘 要 面临技术与市场的压力，制造业试图寻求新的发展方式突破制约瓶颈。国内外领先型的制造业企业试图改变经营范围和业务模式，为市场提供衍生服务寻求新的利润来源，还有一些企业从生产制造领域直接转型至服务提供商。如何认识并把握传统制造商服务化的内在逻辑，采取适合的商业模式和价值生成机制完成产业升级、重构核心优势，是制造业管理者和服务创新理论研究者亟待解决的问题。近年来，国内电梯产业产能过剩问题凸显，国际品牌与国内一些新兴品牌都在寻求新的利润增长来源和新的发展模式；另一方面，电梯消费市场越加成熟而且需求也更加多元化、个性化，市场需要的是从电梯安装到电梯生命周期的系列衍生服务。市场需求和产业竞争格局的演变，使得电梯的生产已经步入后市场阶段，以产品制造为中心的生产导向已经变得力不从心，在保障产品质量的基础之上，开发衍生服务于有形产品融合提供解决方案或者产品服务融合包已成为传统制造业企业转型升级的主要方向。能否整合内外部关键资源、创新运营模式、组织支持体系和价值创造传递机制是我国电梯行业未来成败的关键。 上海三菱电梯积极构建服务创新体系推动企业向服务转型，在新梯销售增速放缓的前提下，做好做大服务业务。上海三菱确立了基于服务创新的发展思路，基于技术、营销和区域服务优势，为客户提供全业态、全方位高度定制化点对点服务。电梯是一个价值链非常长的产品，在其整个生命周期内伴随前期勘探、设计安装与后期增值维保，三菱电梯积极探索开发新的衍生服务，建立现代化远程诊断系统、设计客户导向的组织机构并且构建电梯维保人才梯队，采用三级服务网络与七环节闭环服务，使得企业的市场占有率和销售额不断提升，在市场上积累了良好声誉、树立了积极可靠的品牌形象。 本文通过对于行业特点和历史经验的直接，参考相关文献和企业内部文本材料，对上海三菱电梯服务创新体系的构建及其实施策略进行分析和研究。通过上海三菱电梯服务创新的成果与实践分析，希望能为本土制造业企业如何基于服务创新形成核心竞争力提供具有实操性、可参考性的建议。
英文摘要：	Abstract One of important trends of development of the manufacturing industry is the manufacturing industry servicing operation. Manufacturing companies even no longer sell goods but selling the function of goods or services. Some manufacturing enterprises are transformed into a sense of a service-oriented enterprises, servicing has become an important development trend in today's world of manufacturing. It is an important problem for current industry and the literary field that how to grasp the trend accurately, fully aware of value-chain trend influence on the development of Chinese manufacturing industry, and take effective measures actively to complete the upgrade of manufacturing industry in China, and to enhance the international competitiveness. As the domestic elevator market gradually mature and competition intensifies, elevator enterprises need extend from the "production enterprise" to "manufacturing-service", and provide users with the design, manufacture, installation, maintenance, maintenance, etc.-- one package service. So, the enterprise meet the user demand for elevator professional services as well as expand its own development space. China's elevator industry development has entered the post-market era—the era of manufacturing supplemented by services in China elevator industry has come to an end, the enterprise must also pay attention to the manufacturing and services, enterprises must attach much importance both to the manufacturing and services. In the current elevator's keeping amount increase and elevator aging growing environment, the important resources for elevator industry are the development of the installation, maintenance, repair, and reconstruction for the follow-up work, etc. Keep the service quality of the bottom line, take the initiative to adjust industrial structure, product structure, innovative mode of operation is an important subject facing the elevator industry. In order to do better in service industry on the premise of new ladder sales growth is slowing, Shanghai Mitsubishi Elevator transform to services actively. The strategic target and development direction of Shanghai Mitsubishi Elevator is the transformation from a single elevator manufacturing enterprises to the production–service enterprise. On the basis of existing advantages, such as product quality, industry scale, market network, brand image, ultimately achieve the goal of core competitiveness and economic benefits, the strategy is to provide the whole process of high-quality installation and maintenance services, giving full use to the advantages of localization technology advantage, professional advantage, and the advantage of one-stop service, focus extends to the elevator design, installation, maintenance, maintenance, reconstruction of old ladder, productive service and emergency rescue, to build business service marketing network and create a unique value which is different from competitors, improving customer satisfaction and loyalty and strengthen the brand value and market image. This paper analyzed and studied service innovation system and strategy implementation of the Shanghai Mitsubishi Elevator through studying the industry characteristics and historical experience of the elevator industry and referencing related literature and internal textual material. By analyzing elevator service innovation achievements and practice of Shanghai Mitsubishi Elevator, this article provide solid exercise and useful suggestions to domestic manufacturing enterprises about how to form core competitiveness based on service innovation.
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