面向客户的服务型企业供应链伙伴关系构建方法研究

发布时间：2017-12-26 20:03

本文关键词：面向客户的服务型企业供应链伙伴关系构建方法研究　出处：《天津大学》2015年硕士论文　论文类型：学位论文

【摘要】：供应链管理作为全球经济一体化时代的重要管理方式,越来越引起现代企业的重视。随着服务行业的异军突起,供应链管理的理念和方法逐步被服务企业重视。由于供应链的各成员企业是相对独立的实体单元,而且各企业的发展背景和所处的环境(包括地理环境、经济环境和文化环境等)各有不同,于是迫切需要在供应链企业成员之间进行协调,并构建合理的供应链伙伴关系,实现对外部市场快速、敏捷的反应。针对服务型企业的运作模式以及供应链管理中存在的问题,本文在借鉴国内外服务型企业客户管理、服务型企业供应链管理以及企业间合作关系理论的研究成果基础上,对面向客户的服务型企业供应链伙伴关系构建方法进行了详细的研究,主要包括如下几个方面:(1)论文就客户对于服务型企业的重要意义进行了分析,较为详细的阐述了供应链伙伴关系的核心内涵,以及服务型企业与客户建立供应链伙伴关系的总体目标和总体架构;(2)论文总结了构成服务产品的四个因素,提出将服务支持体系和服务四因素视为一个有机整体,集成设计服务产品的具体步骤,同时介绍了采用产品数据管理技术对服务产品进行设计的思路,这一切都是为服务型企业建立和维护供应链伙伴关系奠定重要基础;(3)论文深入的研究了GAP模型和GAP扩展模型,结合影响服务型企业服务能力的5个因素,得出影响企业服务能力的17项问题、以及各项问题的解决方式和具体途径。对层次分析模型进行了研究,阐述了利用层次分析模型衡量企业应急能力的计算方法和判断标准,为服务型企业搭建完善的供应链伙伴关系平台给出了科学的管理方法;(4)论文提出了基于客户协同思想的服务质量控制体系模型,并延伸出服务质量出现漏洞后的服务补救程序,对建立完善的质量控制体系进行深入的研究;(5)论文通过对XDS(天津)企业服务有限公司的实证研究,论证了一个服务型企业如何建立供应链伙伴关系的结构,同时详细的阐述了该企业对产品协同设计和产品定价的方法,以及对服务能力机制和服务质量体系的建设思路;
[Abstract]:Supply chain management, as an important management mode in the era of global economic integration, has attracted more and more attention from modern enterprises. With the emergence of the service industry, the concept and methods of supply chain management are gradually paid attention to by the service enterprises. As the supply chain member enterprises is relatively independent entity unit, and the background of the development of the enterprise and the environment (including the geographical environment, economic environment and cultural environment) are different, so there is an urgent need for coordination between supply chain members, and build a reasonable supply chain partnership, achieve on the external market fast, quick reaction. In view of the existing service enterprise operation mode as well as problems in the supply chain management, based on the theory of cooperation between supply chain management and enterprises at home and abroad service enterprise customer management, service enterprise research, service oriented enterprise customer's supply chain partnership construction method were investigated in detail. The paper includes the following aspects: (1) the significance of customer service enterprises are analyzed, expounds the core connotation of supply chain partnership, and service-oriented enterprises and customers to establish supply chain partnership overall objectives and the overall framework; (2) the thesis summarizes four factors the service product, the service support system and service four factors as a whole, the specific steps of integrated design services and products, and introduces the products The data management technology to design ideas for the service products, all this is for service enterprises to establish and maintain the supply chain partnership lay an important foundation; (3) the in-depth study of the GAP model and GAP model, combined with the 5 factors affecting the service enterprise service capabilities, and specific ways, 17 questions the influence of enterprise service ability and the way to solve the problem. The AHP model is studied, expounds the calculation method and judgment standard using AHP model to measure the enterprise emergency ability, service-oriented enterprises to build supply chain partnership platform to improve the scientific management methods; (4) the proposed control system model of customer collaborative thinking based on quality of service, and extension a program of service recovery quality of service after a loophole, in-depth study to establish a perfect quality control system; (5) based on the empirical research of XDS (Tianjin) Enterprise Services Co. Ltd, demonstrates how to establish the structure of supply chain partnership a service enterprise, and elaborated the enterprise on the collaborative product design and product pricing method, and the mechanism of service capacity and service quality system construction idea;
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274

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