公路客运企业旅客精益服务研究

发布时间：2018-04-22 06:19

本文选题：公路客运企业 + 旅客服务　；参考：《长安大学》2015年硕士论文

【摘要】：近年来,飞机、火车、动车、高铁等运输方式的多样化使得我国公路客运企业面临巨大的挑战和激烈的竞争。因此,很多公路客运企业都关注“多”和“好”,甚至投入大量资金希望能通过更多的方式、更好的服务来提升竞争力,从而吸引旅客,但对于服务的“快”和“省”却有所忽视,导致公路客运服务效率不高、成本不减并且旅客满意度下降。因此,公路客运企业改善服务方式、减少浪费、提高服务效率、提升服务质量,从而增强竞争能力是其良好持续发展的唯一选择。精益服务是以旅客需求为导向,希望以较少的人力、资源等投入,能够创造出更多的价值,与此同时,旅客也得到了他们想要的东西。基于此,本文对公路客运企业旅客精益服务进行了研究。在以旅客视角出发的理念指导下,运用“IPA”寻找关键问题环节,并利用服务流程图、服务蓝图对公路客运企业旅客服务关键环节进行了流程及界面分析,发现其服务过程中的非增值活动。本文通过研究发现,在公路客运企业中,主要存在着人力资源配置不合理、服务过程不合理、调度不科学、网络售票服务能力不足、缺乏岗位标准化及员工系统培训问题,这也是客运站服务不“快”、成本不“省”、满意度不“高”的原因。并针对这些分析结果进行服务创新,从流程优化、信息技术使用、新服务方式提供等方面提出了旅客服务精益化策略。
[Abstract]:In recent years, the diversification of transportation modes, such as aircraft, train, train, high-speed rail and so on, makes our country's highway passenger transport enterprises face huge challenges and fierce competition. Therefore, many highway passenger transport enterprises are concerned about "more" and "good", and even invest a lot of money in the hope that they can enhance their competitiveness through more ways and better services, thereby attracting passengers. However, the "speed" and "province" of the service are ignored, which leads to the low efficiency of the highway passenger service, the unabated cost and the decrease of the passenger satisfaction. Therefore, it is the only choice for highway passenger transport enterprises to improve their service mode, reduce waste, improve service efficiency, improve service quality and enhance their competitiveness. Lean service is based on passenger demand, hoping to create more value with less manpower, resources and so on, at the same time, tourists also get what they want. Based on this, this paper carries on the research to the highway passenger transport enterprise passenger lean service. Under the guidance of the concept of passenger view, using "IPA" to find key problems, and using service flow chart and service blueprint to analyze the flow and interface of the key links of passenger service in highway passenger transport enterprises. Discover the non-value-added activities in the service process. In this paper, it is found that in the highway passenger transport enterprises, there are some problems such as unreasonable allocation of human resources, unreasonable service process, unscientific scheduling, lack of network ticketing service capacity, lack of post standardization and systematic training of employees. This is also the passenger station service is not "fast", cost is not "save", satisfaction is not "high" reason. In view of these analysis results, the service innovation is carried out, and the lean strategy of passenger service is put forward from the aspects of process optimization, information technology usage, new service mode providing and so on.
【学位授予单位】：长安大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F272.92;F542.6

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