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论文编号：	8827
作者编号：	2120142754
上传时间：	2016/12/8 22:02:00
中文题目：	TS电梯公司原厂维保战略执行研究
英文题目：	Research on TS Elevator Company''s Strategy Execution of the Original Maintenance
指导老师：	赵伟
中文关键字：	原厂维保；战略执行；流程优化；管理沟通；持续改进
英文关键字：	the original factory maintenance; Strategy implementation; Process optimization; Management communication; Continuous improvement
中文摘要：	近几年来，电梯事故频发伤亡惨烈，电梯安全成为政府、媒体、广大人民群众高度关注的问题之一，而究其原因，超过60%的事故与维保服务质量有关，电梯业内也流传着“三分制造，七分维保”的说法。2014年1月1日施行的《特种设备安全法》要求，电梯安装完毕移交客户后，电梯制造厂家应对电梯的运行状况持续跟踪了解，对电梯的使用方和维保方在电梯的安全运行和维保等方面提供必要的技术支持和改进建议。由此可见，制造商对于电梯投入使用后的维护保养问题将越来越被需要甚至是负有不可推卸的责任。不能提供原厂维保服务的电梯制造企业，将会面临市场份额被原厂维保服务较好的企业逐步蚕食的压力。目前一些大的电梯制造厂商，已经着手致力于原厂维保比例的扩大和维保服务质量的提升，以实现企业的可持续发展。 本文是针对TS电梯公司原厂维保战略的主要执行部门——服务工地运营部的管理沟通与业务流程持续改进的研究，运用SWOT分析法、案例分析法、问卷调查法、观察法和访谈法等工具综合分析了TS电梯公司原厂维保战略的外部环境和执行部门的内部环境，继而提出现有组织架构、业务流程和管理沟通存在的问题以及对原厂维保战略长期有效实施的制约因素，通过战略执行力、管理沟通、组织架构变更、BPR业务流程重组等相关理论的综合应用，设计出适合TS公司原厂维保战略实施的主干方案——即服务工地运营部的组织架构变更、管理沟通体系的构建与完善、业务流程改进，并以六西格玛管理方法、绩效改进管理等理论为基础进行了方案实施和推进，运用对比分析法结合绩效管理方法对方案实施前后的关键绩效指标KPI进行了跟踪对比。数据显示此次变革取得了阶段性的成功，建立了包括维保工地成本管理、维保培训体系、维保流程优化、修理改造项目管理等全面的维保工地管理体系和持续改进机制，以持续提升维保服务质量、提高内部员工满意度和外部客户满意度，最终为TS公司原厂维保战略的长期有效的执行提供保障。最后提出了当前TS公司乃至整个中国电梯维保人才的供不应求的问题和原厂维保成本管理的不足之处，未来需要进一步研究和完善。
英文摘要：	Elevator accidents happened frequently in recent years and caused many injuries and deaths. So elevator safety becomes one of the most highly focused problems by the government, medias and the people. Actually, 60% of the accidents were related to the service maintenance quality, thus a point that manufacturing occupies 30% as the importance to the elevator quality and maintenance occupies 70% was spread among elevator industry. Per the requirement from Special Equipment Security Law released on January 1, 2014, the elevator manufacturers should follow up the running status of their elevators after installation and handover to the customer, and are responsible to provide necessary technical supports and improvement suggestions to the users and maintenance owners on safety and maintenance. Therefore, the maintenance supports from the manufacturers become more important and they own the responsibilities. The manufactures who cannot provide the original maintenance service will face big pressures on market share loss from the good original maintenance service providers. Presently, some big elevator manufacturers have been focusing on the original maintenance service expanding and maintenance quality improvement, in order to realize the sustainable development. This thesis researched on the management communication and business process continuous improvement of service field operation department from TS Elevator Company, which is the key execution department on the strategy of original maintenance. With tools of SWOT, case study, questionnaire survey, observation and interview, this paper provided comprehensive analysis on the external and internal circumstance of TS Elevator company original maintenance strategy, then, presented the current problems of the organization chart, business process and management communication, and effective factors of long term original maintenance strategy. Based on the theories of strategy execution, management communication, organization structure change, BPR and business process restructure, TS company original strategy implementation plan has been designed, including Service Field Operation Department organization change, management communication system building and improvement, business process improvement, meanwhile, via six sigma and performance improvement management further analyzed the implementation. To improve the service maintenance quality, internal employee satisfaction and external customer satisfaction, this thesis developed field maintenance management and continuous improvement system, including field maintenance cost management, maintenance training management, maintenance process optimization and T/MOD project management, which is expected to provide long term effective insurance to TS company original maintenance strategy implementation. In the end, the article presented the current problems of human resources short for TS company and also the elevator industry in China, and the shortcomings of cost management on original maintenance, which will be researched and improved in the future.
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