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论文编号：	9864
作者编号：	2120152554
上传时间：	2017/12/20 15:19:09
中文题目：	天津空管塔台基于服务蓝图的服务补救与质量改进策略研究
英文题目：	Research on Service Recovery and Development Strategy of Tianjin AIR Traffic Control Tower Based on Service Blueprint
指导老师：	白长虹
中文关键字：	塔台管制服务；服务蓝图；服务接触；服务失误与补救
英文关键字：	Tower control service ; Service blueprint ; Service contact ; Service fault and recovery
中文摘要：	随着我国民航运输业的快速发展，运输总量以及航空器数量每年都在大幅增加，对于航空运行保障服务提出了更高的要求，不仅从运行安全上，运行的效率与服务的功能性质量也都成为民航服务评价的重要方面。空中交通管制服务作为民航服务体系中的“中枢神经”，担负着保障飞行平稳高效的重要使命，而塔台管制作为管制服务的“窗口”，更是服务体系中的重要一环。天津塔台负责着天津机场以及周边低空的安全保障工作，近年来随着天津本地航空公司以及通用飞行的崛起，天津机场航班量激增，加之天津地区运行环境复杂，行业安全高于一切的服务理念等主客观因素的影响。天津塔台管制服务失误频出，在本场运行的航空器机组对塔台服务的不满与抱怨也在增加。但是塔台自身依然秉承旧的服务理念，员工缺乏服务意识，没有意识到服务缺陷的严重程度。所以，必须对目前塔台管制的服务失误进行识别分析，找出关键的服务接触进行改进，才可以从根本上解决问题，提升天津空管塔台的服务质量。 本文主要通过服务蓝图法对现阶段天津塔台管制的服务质量进行了全面、客观、可视化的持续描述，借助流程图来展示服务提供过程、服务环节、员工和顾客的角色以及服务的具体形式。根据经验、相关案例以及客户的反馈来对目前天津塔台与服务对象的关键接触点以及易失误点进行识别，并且在这个过程中深入分析造成服务失误的直接与间接原因，无论是从外部环境、客户关系还是服务补救机制、内部制度管理、人员配置等方面进行综合考虑，为塔台管制的服务质量管理与改进提供新的思路。
英文摘要：	Tianjin tower is responsible for the Tianjin airport and the surrounding low-level security work, in recent years，local airlines in Tianjin and the rose so as the general aviation, Tianjin airport flight surge, coupled with the operating environment in Tianjin complex, industry safety above all the service concept Subjective and objective factors. Tianjin tower control service failure frequently, in the field of aircraft units operating on the tower service dissatisfaction and complaints are also increasing. But the tower itself is still uphold the old service concept, the lack of sense of service staff, did not realize the seriousness of service defects. Therefore, it is necessary to identify and analyze the service errors of the current tower control, to find out the key service contacts to improve, so as to fundamentally solve the problem and enhance the service quality of Tianjin Tower. This paper mainly carries out a comprehensive, objective and visual description of the service quality of Tianjin tower at the present stage through the service blueprint method. Using the flow chart to show the service supply process, the service link, the role of employees and customers and the specific form of service. Identify the key points of the tower service and the vulnerability point to according to experience, related cases and customer feedback to evaluate the current tower services, understand customer needs, strengthen the contact with the direct customers. In this process, we can gradually establish a set of standard service quality management standards belonging to the tower itself and propose improvement measures, whether it is from the external agreement, customer needs or internal system management, staffing and other aspects of comprehensive consideration for the tower of service quality Management to provide new ideas and guidance on future tower service management.
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