基于客户价值视角的卷烟产品质量标准体系管控研究

发布时间：2018-07-08 19:01

本文选题：客户价值 + 卷烟产品　；参考：《中国海洋大学》2014年硕士论文

【摘要】：近年来,烟草行业的市场化改革进程日益加快,今后将逐步塑造为市场化的经营管理体制与运行机制。与此相对应的是,烟草企业的卷烟产品质量标准要从过去偏重于生产与法律制度标准,逐步转向以市场与消费质量标准为中心,或者说是逐步转向至以客户价值视角为中心,据此,进一步改进、完善卷烟产品的质量标准,丰富、完善现行的卷烟产品质量标准体系,以及相应的质量管控措施等,将成为卷烟企业经营管理体制转型与可持续发展的重要战略性决策。不过,鉴于卷烟产品质量涉及到烟叶生产、采购、储存、运输以及卷烟生产工艺、加工过程等诸多环节,广泛地受到一系列积极或消极因素的影响作用,从而,烟草行业及其具体的生产经营管理企业在实施客户质量标准的战略转型过程中,一方面亟需转变经营管理体制与运行机制,树立、奉行市场化的客户价值理念；另一方面,又必须以此为基础,从体系或系统的角度,同时兼顾烟叶生产、采购、储存、运输以及卷烟生产工艺、加工过程等卷烟产业链系统的各个相关环节,系统地改进、完善卷烟产品的质量标准体系,同时提升客户价值视角的质量标准体系管控水平。基于此,本文首先是创新性地运用客户价值理论和质量管理等理论进行交叉融合分析,即从客户价值的角度出发,有鉴于卷烟产品作为一种特殊的消费产品,具有特殊的产品性质,产品质量关系到客户安全以及社会的稳定等。从而,通过客户对卷烟产品的价值诉求分析,探索发现客户的卷烟产品质量诉求对于客户价值提升的重要作用,进而提出卷烟产品质量标准体系改进的现实意义与具体的改进方向。其次,本文充分考虑卷烟产品质量的多种影响因素,具体从烟草选种、育种、烟草育苗与苗床管理、烟叶种植、烟叶收购、烟叶工商交接、烟叶复烤、仓储以及卷烟产品原辅材料的质量控制、卷烟产品生产过程的质量控制等,各个相关环节展开系统性的质量标准体系管控分析,最终提出符合市场与消费客户价值诉求的新型卷烟产品质量标准体系管控方案。总之,本文研究是从烟草原产品、烟草原辅材料和卷烟产品生产过程三个方面系统性地构建了基于客户价值的卷烟产品质量标准体系,提出了相应的质量标准体系管控措施与具体的政策建议等,这将在一定程度上有利于促进烟草行业及其相关企业尽快地改进现行的卷烟产品质量标准管控体系,进一步完善卷烟产品的质量管理水平。具体说,烟草行业及其生产经营管理企业今后需要贯彻、执行客户价值与质量导向,以此提升和改进卷烟产品质量标准体系,期间既需要利用各种质量管理工具,加强产前、产中与产后多个环节的产品质量控制；同时更需要加强在事前、事中和事后与客户之间展开积极地交流和沟通,以此从长期保障企业的卷烟产品质量标准更加符合客户价值诉求。
[Abstract]:In recent years, the process of marketization reform of tobacco industry has been accelerated day by day, and will be gradually shaped into a market-oriented management system and operation mechanism in the future. Correspondingly, the quality standards of cigarette products in tobacco enterprises should be shifted from the production and legal system standards to the market and consumption quality standards, or to the customer value perspective. Accordingly, further improve and perfect the quality standard of cigarette products, enrich and perfect the current quality standard system of cigarette products, and the corresponding quality control measures, etc. It will become an important strategic decision in the transformation of management system and sustainable development of cigarette enterprises. However, in view of the fact that the quality of cigarette products involves many aspects, such as tobacco leaf production, procurement, storage, transportation, cigarette production technology, processing process, and so on, they are widely affected by a series of positive or negative factors, thus, In the process of strategic transformation of implementing customer quality standards in tobacco industry and its specific production and management enterprises, on the one hand, it is urgent to change the management system and operation mechanism, to establish and pursue the market-oriented customer value concept; on the other hand, On the basis of this, it is necessary to systematically improve tobacco production, procurement, storage, transportation, cigarette production process, processing process and other relevant links of cigarette industry chain system from the perspective of system or system, and at the same time, consider tobacco leaf production, procurement, storage, transportation, cigarette production technology, processing process and other relevant links of cigarette industry chain system. Improve the quality standard system of cigarette products and improve the control level of the quality standard system from the perspective of customer value. Based on this, this paper first innovatively uses the theory of customer value and quality management to carry out cross-fusion analysis, that is, from the perspective of customer value, in view of cigarette products as a special consumer product, Has the special product nature, the product quality relates to the customer safety as well as the social stability and so on. Therefore, through the analysis of customer's value appeal to cigarette product, it is found that customer's cigarette product quality demand plays an important role in customer value promotion. And then put forward the practical significance and specific direction of improvement of the quality standard system of cigarette products. Secondly, this paper fully considers many factors affecting the quality of cigarette products, specifically from tobacco selection, breeding, tobacco seedling and seedling bed management, tobacco planting, tobacco purchase, tobacco industrial and commercial transition, tobacco redrying, Storage and quality control of raw and auxiliary materials of cigarette products, quality control of cigarette production process, and systematic management and analysis of quality standard system in all relevant links, Finally, the control scheme of new cigarette product quality standard system is put forward, which accords with the demand of market and consumer value. In a word, this paper systematically constructs the quality standard system of cigarette products based on customer value from three aspects: tobacco original products, tobacco raw materials and cigarette products production process. The corresponding quality standard system control measures and specific policy suggestions are put forward, which will help to promote the tobacco industry and related enterprises to improve the current tobacco product quality standard control system as soon as possible, to a certain extent, it will promote the tobacco industry and its related enterprises to improve the current tobacco product quality standard control system as soon as possible. Further improve the quality management level of cigarette products. Specifically, the tobacco industry and its production and management enterprises need to carry out and implement customer value and quality guidance in the future so as to promote and improve the quality standard system of cigarette products. During this period, it is necessary to use all kinds of quality management tools to strengthen prenatal care. At the same time, it is also necessary to strengthen the positive communication and communication between the prior, the middle and the later customers. In order to ensure the long-term quality standards of cigarette products more in line with customer value demands.
【学位授予单位】：中国海洋大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F426.8;F273.2

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