中铁轮渡公司服务管理体系改进研究

发布时间：2018-01-04 19:24

本文关键词：中铁轮渡公司服务管理体系改进研究　出处：《大连理工大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着近些年来人们生活水平的提高,服务业蓬勃发展,尤其是运输服务业,更是社会服务的重点,人们对运输服务业的要求越来越高。因此服务的管理,服务水平和质量的提升,服务价值贡献度的增加,打造服务核心竞争力,已成为运输服务企业的重点。本文研究思路遵循：理论基础-提出问题-分析问题-解决问题的逻辑线索进行。本文主要是以一家水上运输服务业的国有企业——中铁渤海铁路轮渡有限责任公司作为研究对象,针对该公司拥有的两个港站和三艘渡船的管理现状,并结合该公司设备、设施和服务人员等现有的服务条件,对该公司在服务管理方面进行详细调查和研究,为提升该公司的服务质量,提出了该公司在服务管理中所存在的一些问题,并针对这些问题提出了详细的改进方案,让中铁渤海铁路轮渡有限责任公司在渤海湾未来的运输市场中占有一席之地。本文重点研究了中铁轮渡公司客运服务的服务管理提升方法和对服务管理体系的改进措施。本文首先是对国内外服务管理体系的相关文献进行充分的学习、归纳和总结,为后续研究奠定坚实的基础。其次,通过对水上服务业服务特点的分析,结合中铁渤海铁路轮渡公司的服务管理现状,提出了该公司在服务管理体系中存在的问题；围绕服务管理体系的管理职责、实现过程、改进实施保障,对中铁轮渡公司的服务管理体系提出具体的改进措施,例如,服务项目的改进、服务设施的增加、服务流程的梳理及优化、制定旅客服务蓝图和顾客服务承诺、创新服务市场的开发和实施内容、对服务质量的维护和顾客满意度的提升方案等；找到了全面提升中铁轮渡公司的服务质量水平的切实方法,对硬件环境的干净整洁管理,明确安全、服务、作业纪律、基础资料和保洁人员的服务管理规范,制定了服务人员的考核制度,从而更加全面地改进了中铁轮渡公司的服务管理体系。
[Abstract]:With the improvement of people's living standard in recent years, the development of service industry, especially the transportation service industry, is the focus of social service. The improvement of service level and quality, the increase of service value contribution, and the creation of service core competence have become the focus of transportation service enterprises. The research ideas of this paper are as follows:. Theoretical basis-put forward problem-analysis problem-the logical clue to solve the problem. This paper mainly takes a state-owned enterprise of water transportation service-China Railway Bohai Railway Ferry Co., Ltd. As the research object. In view of the management status of two port stations and three ferries owned by the company, and combined with the company's existing conditions of service, such as equipment, facilities and service personnel, the company has carried out a detailed investigation and study on service management. In order to improve the service quality of the company, this paper puts forward some problems existing in the service management of the company, and puts forward a detailed improvement plan for these problems. China Railway Bohai Railway Ferry Co., Ltd. in the Bohai Bay in the future transport market. This paper focuses on the railway ferry company passenger service service management promotion methods and service management system improvement measures. Firstly, this paper is to study the domestic and foreign service management system literature. Summarize and summarize, lay a solid foundation for the follow-up study. Secondly, through the analysis of the service characteristics of the water service industry, combined with the current situation of service management of China Railway and Bohai Railway Ferry Company. The problems in the service management system of the company are put forward. Around the management responsibilities of the service management system, the realization process, improve the implementation of protection, the service management system of China Railway Ferry Company put forward specific improvement measures, such as the improvement of service items, the increase of service facilities. Combing and optimizing the service flow, making passenger service blueprint and customer service commitment, innovating the development and implementation of service market, maintaining service quality and improving customer satisfaction; Found a comprehensive way to improve the service quality of China Railway Ferry Company, clean and tidy management of the hardware environment, clear safety, service, operational discipline, basic information and cleaning personnel service management standards. The service management system of China Railway Ferry Company has been improved.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F552.6

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