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论文编号：	7757
作者编号：	2120132749
上传时间：	2015/12/4 21:14:23
中文题目：	WG公司制造装配售后精益服务体系构建和服务流程改进的研究
英文题目：	Research on WG manufacturing assembly enterprise after-sales service based on the service system and service process
指导老师：	杨坤
中文关键字：	制造装配企业，售后服务，精益思想，服务体系，服务流程
英文关键字：	manufacturing assembly enterprise, lean thinking, after-sales service, service system, service process
中文摘要：	精益思想理论是由丰田在制造业中最先得以尝试，此理论是以理顺企业价值流程，减少浪费和持续改善的方式，从理论上解决制造企业在生产和运营中的价值识别，价值共创，并努力做到资源进一步优化。以最佳顺序排列生产价值的活动的精益思想，在没有干扰的情况下展开这些活动，并使之越来越有效。它的基本点是价值，并且关注客户，价值只能由最终用户来确定。近年来，从精益思想在制造生产企业的应用开始，精益思想的理论不断丰富和创新，逐步推广到不同行业，不同企业运营的各个方面。精益管理从关注消除浪费，强调为利益相关者向创造价值转变，由过去制造过程的精益到现在以项目全生命期精益的研究为课题方向，并且从生产现场的精益研究转向整个企业的各个方面，从生产者的精益到消费者的精益的变化，倡导精益消费。由此背景下的精益服务思想研究，结合制造装配售后服务企业中的服务体系和服务流程研究，。本文旨在关注制造行业中装配售后服务中的一系列问题，试图用精益服务的理论运用到非精益企业服务体系和服务流程中，创造一种适合企业特点的售后服务体系和流程，并利用行业调查问卷，访谈和对实际企业案例分析，对试图运用精益思想为管理模式的同类型企业提供理论和方法依据。同时将精益思想在服务管理中的研究与实际案例结合，更好的回馈到客户满意度和忠诚度的有效性上。
英文摘要：	Since Toyota firstly use the lean system into the value routine of enterprise and also with the way of reducing the waste and continual improvement to identify the value during production and process, make value creating together, to the aim of resource balance. Lean thinking is according to production value activities, and makes it more efficient without any influence. The basic concept is value and also focuses on the customers and value is also finally defined by end users. Recently with the lean thinking into the production practice, the system and contents improved and used into many fields and all different parts inside enterprises. The lean thinking is converted from reducing waste into the value creating together; the lean thinking also changed from process into the whole lift period; from the production plants into the whole enterprise system; from the production into the consumes, which proposal the lean consumes. Under this background, the lean becomes another signature point of value creation. The main purpose is pointed at the service series issue in the installation service management and service system creation and service process improvement. It tries to use the lean thinking to get into enterprise and also improve the service procedure. It is used the research question, visiting talk and the real cases to analyzed, in order to provide some theory basis for such installation service- enterprise to put leak thinning into practice. Constantly together with lean service theory and real case, service system and service process creating leads to the efficient of customer feedback, customer satisfy and customer loyalty,
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