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论文编号：	8794
作者编号：	2120132843
上传时间：	2016/12/8 16:35:35
中文题目：	奥的斯电梯公司服务体系的创新研究
英文题目：	The Research on the Innovation in the Service System of Otis Elevator Company
指导老师：	许晖
中文关键字：	奥的斯电梯；制造业；服务化；服务创新
英文关键字：	Otis Elevator; Manufacturing Industry; Servitization; Service Innovation
中文摘要：	伴随着中国经济环境的变化，电梯市场竞争的加剧，大众安全意识的提升以及法律法规的出台，电梯维修保养业务表现出极大的市场潜力，中国电梯行业正经历着由传统制造企业逐渐向服务型制造业转变的过程。 本文依托制造业服务化及服务创新的理论基础，介绍了制造业服务化概念提出的背景、服务化模式及动因，服务创新的界定、类型和功能模式。通过分析国内外电梯行业发展现状，说明了制造业服务创新在电梯行业中的表现以及电梯行业进行服务创新的必然性。 本文以奥的斯电梯公司作为研究对象，详细说明其通过专业化的维保服务产品、标准化的维保服务流程以及快速响应的维保服务网络所构建的服务体系，深入分析现有服务体系中存在的问题，包括：维保服务产品无法满足各个细分市场需求；现场维保管理流程仍需进一步完善以及服务网络智能化管理需求。 依托奥的斯电梯现有服务体系，同时针对现有体系所存在的问题，本文研究设计了奥的斯电梯服务体系各个方面的创新，包括：市场细分维保服务产品及产品管理创新、现场维保管理流程创新、维保服务网络智能化管理创新以及扩展的客户价值。完整地体现了电梯维保服务行业产品创新、过程创新、组织创新和市场创新等服务创新现象。 此外，本文探讨了奥的斯电梯公司服务体系实施的理念保障、系统保障以及技术资源保障。奥的斯卓越服务理念的提出、培训与跟踪，不断完善及进一步开发SMS全球服务管理系统、OES维保定位服务系统和REM远程监控系统，长期持久地进行技术培训，建立热线中心、中国备件中心以及上海改造中心，以上种种保障了奥的斯服务体系的构建与发展。
英文摘要：	Elevator maintenance business showed great market potential with changes in Chinese economic environment, intense competition of elevator market, awareness of the public safety and the improvement of laws and regulations. China elevator industry is experiencing the transition from the traditional manufacturing enterprises gradually to service-oriented manufacturing. This paper, based on the theoretical foundation of manufacturing servitization and service innovation, introduces the background, servitization model and motivation of manufacturing servitization concept, and the definition, type and function model of service innovation. By analyzing the development status of the elevator industry at home and abroad, it shows the performance of manufacturing service innovation in the elevator industry and the necessity of service innovation in the elevator industry. The research object is the Otis Elevator Co, this paper detailed introduce the service system which combined by professional maintenance services products, standardized maintenance service process and quickly response service network. At the same time, this paper depth analyze the existing problems of the service system, including: maintenance service products can’t meet the demand of market segmentation; field maintenance management process need to further improve and intelligent management needs of the service network. Relying on the existing elevator service system, aiming at the existing problems of the system, this paper design the innovation of Otis Elevator Service System in all aspects, including: market segmentation service products and product management innovation, field maintenance management process innovation, maintenance network intelligent management innovation and expansion of the customers value. Complete reflection the product innovation, process innovation, organizational innovation and market innovation of the elevator maintenance service industry. In addition, this paper discusses the security of the service system implementation, including the concept security, system security, technical and resources security. Otis pay attention to the training and management of the excellent service; Otis continuous improve and further develop SMS service management system, OES global maintenance positioning system and REM remote monitoring system; Otis carry out technical training for a long time, set up hotline center, China spare parts center and Shanghai modernization center, all the above security the construction and development of Otis service system.
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