A船务公司顾客服务管理体系研究
发布时间：2018-12-15 04:16
【摘要】：经过多年的发展，船舶修造为代表的海洋装备制造业成为中国科技与经济发展的支柱行业之一，从修造船订单量来看，目前中国已经成为船舶修造大国，尤其是2002至2008年之间，，依靠廉价劳动力优势，中国修造船业爆发式的无序发展，直到2008年底国际经济危机爆发后，航运市场随着经济下滑深度低迷，国内修船产能过剩凸显，这种传统劳动密集性及行业的未来发展遇到了瓶颈。 A船务公司是中国目前排名前列的修船企业，该公司在发展过程中也存在着中国修船界普遍存在的问题，业务发展依然依靠大量劳动力，产品结构技术含量不高，核心竞争力不足，且技术提升和产品提升需要较长的周期，在当前普遍同质化的国内修船业内，必须采取差异化战略，寻求更高的顾客满意度，有效维护和发展顾客群体，以度过难关，寻求发展。 本文从顾客服务与管理体系理论为切入点，对A船务公司基于顾客服务的差异化竞争力建设必要性和目前存在的问题进行了分析，通过借鉴质量管理体系和顾客关系管理理念建立内部顾客服务管理内控体系，从生产服务全流程加强管控和优化，提供优质的技术、质量服务，为顾客创造价值，以形成具备自身特点的核心竞争力。通过顾客管理体系的建设和运行，初步证明了体系运行在顾客关系管理中的有效性，对行业内企业发展具有一定参考意义。
[Abstract]:After years of development, the marine equipment manufacturing industry represented by shipbuilding has become one of the pillar industries in the development of science, technology and economy in China. Judging from the volume of shipbuilding orders, China has now become a large shipbuilding country, especially between 2002 and 2008. Relying on the advantage of cheap labor, China's shipbuilding industry exploded into a chaotic development until the end of 2008, when the international economic crisis broke out, the shipping market was in a deep downturn, and the overcapacity of domestic shipbuilding was highlighted. This traditional labor-intensive and the future development of the industry encountered a bottleneck. A Shipping Company is currently the top ship repair company in China. During its development, the company also has problems in the Chinese shipbuilding industry. Its business development still depends on a large number of labor forces, and the product structure and technology content is not high. The core competitiveness is insufficient, and the technology upgrading and product upgrading need a long period. In the domestic shipbuilding industry, we must adopt the differentiation strategy, seek for higher customer satisfaction, and effectively maintain and develop the customer group. To tide over difficulties and seek development. Based on the theory of customer service and management system, this paper analyzes the necessity and existing problems of building the differentiated competitiveness of A shipping company based on customer service. By using the quality management system and customer relationship management concept for reference to establish the internal customer service management internal control system, strengthen the control and optimization from the whole process of production service, provide high quality technology, quality service, create value for the customer. In order to form their own characteristics of the core competitiveness. Through the construction and operation of the customer management system, it is proved that the system is effective in the customer relationship management, which has certain reference significance for the development of enterprises in the industry.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F552.6;F274
本文编号：2379952
[Abstract]:After years of development, the marine equipment manufacturing industry represented by shipbuilding has become one of the pillar industries in the development of science, technology and economy in China. Judging from the volume of shipbuilding orders, China has now become a large shipbuilding country, especially between 2002 and 2008. Relying on the advantage of cheap labor, China's shipbuilding industry exploded into a chaotic development until the end of 2008, when the international economic crisis broke out, the shipping market was in a deep downturn, and the overcapacity of domestic shipbuilding was highlighted. This traditional labor-intensive and the future development of the industry encountered a bottleneck. A Shipping Company is currently the top ship repair company in China. During its development, the company also has problems in the Chinese shipbuilding industry. Its business development still depends on a large number of labor forces, and the product structure and technology content is not high. The core competitiveness is insufficient, and the technology upgrading and product upgrading need a long period. In the domestic shipbuilding industry, we must adopt the differentiation strategy, seek for higher customer satisfaction, and effectively maintain and develop the customer group. To tide over difficulties and seek development. Based on the theory of customer service and management system, this paper analyzes the necessity and existing problems of building the differentiated competitiveness of A shipping company based on customer service. By using the quality management system and customer relationship management concept for reference to establish the internal customer service management internal control system, strengthen the control and optimization from the whole process of production service, provide high quality technology, quality service, create value for the customer. In order to form their own characteristics of the core competitiveness. Through the construction and operation of the customer management system, it is proved that the system is effective in the customer relationship management, which has certain reference significance for the development of enterprises in the industry.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F552.6;F274
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