服务优化在东汽电站服务管理中的应用研究

发布时间：2018-05-04 06:55

本文选题：电站服务管理 + 标准化作业　；参考：《西南交通大学》2015年硕士论文

【摘要】：在当今大工业时代,随着科技与信息的高度发达,各行业的工艺制造水平日益接近,科技的发展正使得同行业的企业间产品质量和工艺差距缩小,特别在装备制造行业,许多企业过去依赖的先进制造技术和先进生产线带来的制造质量优势已不显著。传统的价格、技术、质量等企业取得市场优势的竞争力优势无法长期保持。在产品质量差距缩小、市场价格透明的情况下企业只能依靠优质服务,给产品增加额外的价值,保证产品整体功效的良好发挥,来得到用户的认可。在传统装备制造行业,近年来随着精益思想的引入,精益生产理念和精益管理工具已在产品制造方面应用并取得巨大成功。如何将精益思想与产品服务结合,应用精益服务的理念对产品服务进行精细化管理,提升用户满意度已成为企业管理的关键题目。本文以东方汽轮机有限公司为研究对象,探讨了服务优化在东汽电站服务管理中的应用。全文共分五大部分,第一部分介绍了论文研究背景及意义,分析了当前经济发展新常态下电力装备制造行业现状和发展方向,提出了优质服务对企业发展的重要意义,给出了论文内容及结构。第二部分详细介绍了服务及服务质量,精益思想的起源以及精益生产和精益服务的相关理论。第三部分介绍了的东汽电站管理工作现状,重点介绍了东汽电站服务发展历程以及电站服务工作流程。第四部分通过对企业内部电站服务管理工作的调研和面向用户的服务实施效果调研分析,总结东汽电站服务存在的问题,提出了电站管理服务优化三大改进目标：服务蓝图建立、工作流程优化、现场安装标准化作业指导书编制。第五部分利用服务蓝图技术、价值链分析、流程管理、工作责任矩阵、标准化作业等精益管理工具,对服务优化三大改进目标进行了详细分析和改进,建立了电站服务业务蓝图；实现了电站服务工作流程标准化；编制了汽轮机现场安装关键工序标准化作业指导书,来规范现场安装工艺,提高服务质量。最后,通过对近年来用户满意度指数的分析,发现2014年服务优化推广实施后用户满意度指数与往年相比有较明显提升,服务优化取得成功。通过对服务优化的应用研究,一方面使得企业服务业务流程更加顺畅、服务质量得以提高,另一方面使得精益思想深入人心,提升了服务人员的服务意识和素质。
[Abstract]:In today's large industrial age, with the development of science and technology and information, the manufacturing level of various industries is getting closer and closer. The development of science and technology is narrowing the product quality and process gap among enterprises in the same industry, especially in the equipment manufacturing industry. Many enterprises used to rely on advanced manufacturing technology and advanced production line to bring manufacturing quality advantages are not significant. Traditional price, technology, quality and other enterprises to obtain market advantages of competitive advantage can not be maintained for a long time. Under the condition that the product quality gap is narrowed and the market price is transparent, enterprises can only rely on high quality service, add extra value to the product, and ensure the good performance of the product as a whole, so as to get the user's approval. In the traditional equipment manufacturing industry, with the introduction of lean thinking in recent years, lean production concept and lean management tools have been applied in product manufacturing and have achieved great success. How to combine lean thought with product service, how to use lean service concept to manage product and service, and how to improve customer satisfaction have become the key problem of enterprise management. This paper discusses the application of service optimization in service management of Dongfang steam turbine co., Ltd. The paper is divided into five parts. The first part introduces the research background and significance of the paper, analyzes the current situation and development direction of the electric power equipment manufacturing industry under the new normal state of economic development, and puts forward the important significance of the quality service to the development of the enterprise. The content and structure of the paper are given. The second part introduces the service and service quality, the origin of lean thought, and the relevant theories of lean production and lean service. The third part introduces the current situation of Dongqi power station management, focusing on the development of Dongqi power station service and power station service workflow. The fourth part summarizes the problems existing in the service of Dongqi Power Station through the investigation and analysis of the service management of the power station inside the enterprise and the effect of the user-oriented service. Three improvement objectives of power station management service optimization are put forward: the establishment of service blueprint, the optimization of work flow, and the compilation of standard operation instructions for field installation. The fifth part makes use of the lean management tools, such as service blueprint technology, value chain analysis, process management, work responsibility matrix and standardized operation, to analyze and improve service optimization in detail. The blueprint of service operation of power station is established, the standardization of service flow of power station is realized, and the instruction of standardizing the key procedures of steam turbine installation is worked out to standardize the installation process and improve the service quality. Finally, through the analysis of the user satisfaction index in recent years, it is found that after the implementation of service optimization in 2014, the user satisfaction index has obviously improved compared with previous years, and the service optimization has been successful. Through the application research of service optimization, on the one hand, the enterprise service business process is more smooth, service quality can be improved, on the other hand, the lean thought is deeply rooted in people's heart, and the service consciousness and quality of service personnel are improved.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F426.6

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