基于乘客价值的NJ地铁运营管理体系优化设计

发布时间：2018-06-08 10:38

本文选题：地铁运营管理 + 乘客感知价值　；参考：《华中科技大学》2015年硕士论文

【摘要】：从运营管理方面来看,由于轨道交通大多数是由政府投资建设,由政府特许经营,因而具有很强的政府补贴性特征。但从长远来看,需要转换地铁经营管理模式,探索轨道交通运营管理模式,不仅直接关系到地铁今后生存与发展,而且对打造节约型的地铁运营模式,丰富地铁运营理论体系等具有重要的理论和现实意义。本文首先从当前我国地铁运营的现状和需求出发,指出地铁运营存在的不足,并强调如何有效地提升客流量是地铁运营的关键。目前相应的文献研究成果不多,能落地的研究成果更少,从而导出本文的研究视角。结合NJ地铁的运营实践,一是从乘客感知价值出发,根据乘客的价值诉求来构建地铁乘客价值管理模型,从制定合理的运营票价、建设便捷的乘车条件、实施精准的行车管理、开展高效的品牌建设等方面,不断提升乘客满意度,最大限度地组织和创造出地铁客流,从而实现客流的攀升与客运收入的增长。二是从内部流程再造出发,根据运营线路的增加和客流的快速攀升,采用了流程式的运营管控体系,借鉴波特的价值链模型,将地铁运营管理流程分为与客运服务直接相关的价值创造核心流程和支撑地铁运营的辅助流程,并从人性化的现场管理、高效的车务管理、有效的维保管理等方面不断优化内部运作流程,从而有效地提高运营服务内部效率,降低运营成本。三是以信息化管理为手段,从柔性化的组织保障体系、智能化的技术保障体系和有效的人力资源管理等方面着手来建立新的运营保障体系,不断提高企业运作效率,持续改进运作流程,从而有力地确保地铁运营目标的顺利实现。最后为研究结论,以整体视角对全文的研究成果和创新点进行总结并对未来的研究方向提出建议。
[Abstract]:From the point of view of operation management, rail transit is mostly invested by the government and operated by government franchising, so it has strong characteristics of government subsidy. However, in the long run, it is necessary to change the operation and management mode of subway, to explore the mode of operation and management of rail transit, which is not only directly related to the survival and development of subway in the future, but also to the establishment of an economical mode of subway operation. Enriching the theoretical system of subway operation has important theoretical and practical significance. Starting from the current situation and demand of subway operation in China, this paper points out the shortcomings of subway operation, and emphasizes that how to effectively enhance the passenger flow is the key to subway operation. At present, there are few research results and less research results, so the research angle of this paper is derived. Combined with the operation practice of NJ subway, the first is to set up the model of subway passenger value management according to the passengers' value demand from the perspective of passenger perceived value, to establish reasonable operating ticket price, to build convenient travel conditions, and to implement accurate driving management. In order to improve passenger satisfaction, to organize and create subway passenger flow to the maximum extent, to realize the increase of passenger flow and the increase of passenger revenue. Second, starting from the internal process reengineering, according to the increase of the operation route and the rapid increase of the passenger flow, the paper adopts the flow-type operation control system, and draws lessons from Porter's value chain model. The management process of subway operation is divided into core flow of value creation directly related to passenger transport service and auxiliary flow of supporting subway operation. Effective maintenance management and other aspects of continuous optimization of internal operation processes, thereby effectively improve the internal efficiency of operational services, reduce operating costs. The third is to set up a new operational security system from the aspects of flexible organizational security system, intelligent technical security system and effective human resource management, so as to continuously improve the operational efficiency of enterprises. Continuously improve the operation process to ensure the smooth realization of subway operation objectives. Finally, this paper summarizes the research results and innovations from the overall perspective and puts forward some suggestions for the future research direction.
【学位授予单位】：华中科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F572.6

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