山东高速集团服务模式研究

发布时间：2018-01-30 17:18

本文关键词： 山东高速服务模式构建运作保障　出处：《中国海洋大学》2014年硕士论文　论文类型：学位论文

【摘要】：我国的高速公路发展时间短，但发展速度快，目前是世界上第二大高速公路国。随着高速公路网的逐步普及，高速公路事业已经由原来的重视发展速度改变为重视质量建设，包括服务质量。优化高速公路的服务模式是提高服务质量的重要保证。山东高速集团是山东省特大型交通企业，负责山东省内大多数高速公路的运营，在行业内具有典型性。本文依据服务产品理论、公共产品理论、服务链理论、服务营销理论，运用文献法、理论分析法、综合法等研究方法，对山东高速集团的服务模式进行了系统的研究。我国理论界一直在探讨如何进行高速公路管理与运营体制改革的问题。以山东高速集团公路运营管理为参照系，提出改革现有的运营管理体制和服务模式管理的具体措施，有利于我国高速公路运营理论的发展和创新。在实践上，则有利于高速公路运营企业提高服务水平和效益。山东高速集团作为特大型企业，服务体系构建的比较完整，对山东省内的高速公路实行企业特许经营体制具有先进意义，在建设资金非常紧张的情况下可以体现管理效益和经营效益。不过山东高速集团服务模式也存在着一些问题，主要表现为：组织机构设置不合理，服务职责与政府职能存在重叠，服务链衔接不够紧密，对于“内部顾客”的服务不够。根据目前山东高速集团运营现状和服务管理中的不足，可以从三个层次上重新构建山东高速集团的服务模式。在山东高速的服务目标上，合理配置高速公路服务设施，完善高速公路服务内容、提高服务水平，组建省级服务联盟，努力建立高速公路服务品牌。在山东高速的服务流程上，通过信息化手段将高速公路的服务前移，全方位地进行标准化服务，服务补救，服务监督与测评。在山东高速的服务内容上，合理的收费服务、完善的服务区服务、坚实的养护绿化服务、全面的信息服务、人性化的内部顾客服务、协助路政及紧急救援服务。为确保这个模式的成功构建，还应实施以下运作保障措施：建立体制保障，理顺服务结构体系，构建企业服务文化，强化服务链的衔接，提升服务硬件水平。为构建完善的服务模式，山东高速集团还需要解决以下比较突出的问题：一是，如何理顺高速公路的管理秩序，企业和政府各自应该发挥什么作用；二是，如何在收费的问题上达成一个投资者和使用者的利益平衡；三是，作为社会服务链的重要一环，高速公路应该如何发挥对经济的推动力。在研究中，提出了以下创新性的观点：（1）从服务链理论和归核理论出发，提出将一些与高速公路关联性较少的产业从山东高速集团分离出去的观点，以优化该企业的组织结构体系、增强企业的竞争力；（2）提出强化高速公路作为社会服务链的延伸功能和山东高速集团企业内部服务链的衔接，进而全面提高服务质量；（3）提出划清企业职能范围和政府职能范围，建议路政管理和高速公路紧急救援职责主要由政府来承担。
[Abstract]:The development of our time is short, but the development speed is quick, is now the world's second largest country highway. With the gradual popularization of the highway network, highway has changed from the original emphasis development speed attach importance to the quality of construction, including service quality. Optimization of highway service model is an important guarantee to improve the quality of service in Shandong. High speed group is a large enterprise of Shandong province traffic in Shandong Province, most of the operation of the highway, is typical in the industry. This paper based on the theory of service product, public product theory, service chain theory, service marketing theory, using literature method, theoretical analysis method, research method of comprehensive evaluation, made a systematic study on Shandong high speed group service model. The theory circle of our country has been exploring how to reform the highway management and operation system in Shandong high speed set problem. The operation and management of the regiment highway is a reference system. It puts forward some specific measures to reform the existing operation management system and service mode management, which is conducive to the development and innovation of our expressway operation theory. In practice, it is helpful for highway operation enterprises to improve service level and efficiency.
Shandong high speed group as a large enterprise, the construction of service system is complete, in the province of Shandong expressway concession system of enterprises with advanced significance, can reflect the management efficiency and operating efficiency in construction funds are very tight. But Shandong high speed group service mode also has some problems, mainly: organization set unreasonable, service functions and government functions overlap, the service chain of convergence is not tight enough, for "internal customers" service is not enough. According to the current shortage of Shandong high speed group operating status and service management, can re build the Shandong high speed group service model from three levels. In the Shandong high-speed service goal. Reasonable allocation of highway service facilities, improve highway service content, improve service level, set up a provincial service alliance, efforts to build up high Highway service brand in Shandong. The high-speed service process, by means of information freeway service forward, the full range of standardized services, service recovery, supervision and evaluation services. In Shandong high-speed service content, reasonable service charges, perfect service area, solid maintenance and landscaping services, comprehensive the information service, personalized internal customer service, and assist the emergency rescue service.
In order to ensure the successful construction of this mode, we should also implement the following operational safeguards: establishing system guarantee, straightening out the service structure system, constructing enterprise service culture, strengthening the convergence of service chain and upgrading the level of service hardware.
To build a perfect service mode, Shandong high speed group also need to solve the following problems: first, how to rationalize the expressway management order, enterprises and governments should play what role; the two is how to reach a balance of interests of investors and users of the charges in question; the three is, as a social service chain an important part of the highway should be how to play to the economic driving force.
In the study, put forward the following innovative points: (1) starting from the service chain theory and the core theory, put forward some related industry and highway less separated from the Shandong Expressway Group's point of view, to optimize the organizational structure of the enterprise, enhance the competitiveness of enterprises; (2) put forward to strengthen cohesion as an extension of the social service function of Expressway and Shandong Expressway Group chain enterprise internal service chain, and comprehensively improve the quality of service; (3) proposed to draw enterprise function scope and range of government function, proposed road management and the high speed highway emergency rescue duties mainly borne by the government.

【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】：F542.6

【参考文献】