电力设备制造企业服务创新研究

发布时间：2018-05-04 17:18

本文选题：制造企业 + 服务化　；参考：《华北电力大学》2014年硕士论文

【摘要】：近年来,制造业服务创新正成为国内外制造企业的战略选择,现代制造业面向服务进行创新的趋势愈发明显,服务创新在企业发展战略中的地位越来越重要,服务创新结合企业核心产品已成为现代制造业企业争夺客户的重要手段,也成为企业实施差异化竞争策略、构建自身核心竞争力的重要工具,服务创新已经成为我国制造企业实现从低成本加工制造环节向高价值链环节转型的重要战略途径。本文以“某电力设备制造有限公司”为研究样本,审视我国电力设备制造企业尤其是中小型企业服务创新存在的问题及面临的挑战,试图构建电力设备制造企业服务创新战略路径和基本架构。具体来讲,本文采用文献研究方法、案例研究方法和比较研究方法,首先对电力设备制造企业服务创新的概念、制造业服务创新的产生背景进行初步研究,分析了电力设备制造业对服务创新的需求以及电力设备制造业服务创新与企业核心竞争力之间的关系；其次,本文以“某电力设备制造有限公司”为样本,以顾客满意度指数为核心,围绕品牌形象、顾客期望、顾客对质量的感知、顾客对价值的感知、顾客满意度、顾客抱怨和顾客忠诚等方面确定了测评模型,希望能有效地度量现有顾客满意情况,发现目前企业服务创新中的短板,发现提升顾客满意度的改进机会,采取有针对性的改进措施,从而进一步规范企业的服务行为,提升企业服务创新水平；第三,本文提出电力设备制造企业服务创新的基本路径和目标,应首先从服务创新的初级阶段开始,坚持循序渐进的原则,努力创造和不断累积服务创新战略的内外部条件,从基础做起,按照服务创新战略“初级阶段——中级阶段——高级阶段”的路径,逐步提升中小型电力设备制造企业服务创新水平,在企业内部实现组织结构再造,加大人力资源支持,营造服务创新的企业文化,最终建立以差异化的核心竞争力为主要目标的服务创新体系。第四,本论文认为,中小型电力设备制造企业服务创新的战略定位应着眼于提高企业的核心竞争力,通过服务创新战略,实现由“产品”的单一供给向“产品——服务”多元供给的转变,以提高企业服务创新水平。
[Abstract]:In recent years, manufacturing service innovation is becoming the strategic choice of domestic and foreign manufacturing enterprises. The trend of service oriented innovation in modern manufacturing industry is becoming more and more obvious. Service innovation plays an increasingly important role in enterprise development strategy. Service innovation combined with core products has become an important means for modern manufacturing enterprises to compete for customers, as well as an important tool for enterprises to implement differentiated competition strategies and build their own core competitiveness. Service innovation has become an important strategic approach for Chinese manufacturing enterprises to transform from low-cost manufacturing to high value chain. In this paper, "a power equipment manufacturing co., Ltd." is taken as a research sample to examine the problems and challenges of service innovation in power equipment manufacturing enterprises, especially in small and medium-sized enterprises in China. This paper attempts to construct the strategic path and basic framework of service innovation in power equipment manufacturing enterprises. Specifically, this paper uses literature research methods, case study methods and comparative research methods, first of all, the concept of service innovation in power equipment manufacturing enterprises, the background of service innovation in manufacturing industry is preliminarily studied. This paper analyzes the demand for service innovation in power equipment manufacturing industry and the relationship between service innovation and core competitiveness of power equipment manufacturing industry. Secondly, this paper takes "a power equipment manufacturing company" as a sample. With customer satisfaction index as the core, the evaluation model is established around brand image, customer expectation, customer perception of quality, customer perception of value, customer satisfaction, customer complaint and customer loyalty. We hope that we can measure the existing customer satisfaction effectively, find the short board in the enterprise service innovation at present, find the opportunity to improve the customer satisfaction, take targeted improvement measures, and further standardize the service behavior of the enterprise. Third, this paper puts forward the basic path and goal of service innovation in electric power equipment manufacturing enterprises, which should start from the initial stage of service innovation and adhere to the principle of gradual and orderly progress. Striving to create and continuously accumulate the internal and external conditions of the service innovation strategy, starting from the foundation, following the path of the service innovation strategy "initial stage-intermediate stage-advanced stage", Step by step to upgrade the level of service innovation in small and medium-sized electric power equipment manufacturing enterprises, to reengineer the organizational structure within the enterprises, to increase the support of human resources, and to create a corporate culture of service innovation, Finally, to establish a differentiated core competitiveness as the main goal of service innovation system. Fourth, this paper believes that the strategic orientation of service innovation in small and medium-sized electric power equipment manufacturing enterprises should focus on improving the core competitiveness of enterprises, through service innovation strategy. In order to improve the level of service innovation, the transformation from "product" single supply to "product-service" multiple supply is realized.
【学位授予单位】：华北电力大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F426.6;F274

【参考文献】