【摘要】：經(jīng)過多年的發(fā)展，船舶修造為代表的海洋裝備制造業(yè)成為中國科技與經(jīng)濟發(fā)展的支柱行業(yè)之一，從修造船訂單量來看，目前中國已經(jīng)成為船舶修造大國，尤其是2002至2008年之間，，依靠廉價勞動力優(yōu)勢，中國修造船業(yè)爆發(fā)式的無序發(fā)展，直到2008年底國際經(jīng)濟危機爆發(fā)后，航運市場隨著經(jīng)濟下滑深度低迷，國內(nèi)修船產(chǎn)能過剩凸顯，這種傳統(tǒng)勞動密集性及行業(yè)的未來發(fā)展遇到了瓶頸。 A船務公司是中國目前排名前列的修船企業(yè)，該公司在發(fā)展過程中也存在著中國修船界普遍存在的問題，業(yè)務發(fā)展依然依靠大量勞動力，產(chǎn)品結(jié)構(gòu)技術(shù)含量不高，核心競爭力不足，且技術(shù)提升和產(chǎn)品提升需要較長的周期，在當前普遍同質(zhì)化的國內(nèi)修船業(yè)內(nèi)，必須采取差異化戰(zhàn)略，尋求更高的顧客滿意度，有效維護和發(fā)展顧客群體，以度過難關(guān)，尋求發(fā)展。 本文從顧客服務與管理體系理論為切入點，對A船務公司基于顧客服務的差異化競爭力建設必要性和目前存在的問題進行了分析，通過借鑒質(zhì)量管理體系和顧客關(guān)系管理理念建立內(nèi)部顧客服務管理內(nèi)控體系，從生產(chǎn)服務全流程加強管控和優(yōu)化，提供優(yōu)質(zhì)的技術(shù)、質(zhì)量服務，為顧客創(chuàng)造價值，以形成具備自身特點的核心競爭力。通過顧客管理體系的建設和運行，初步證明了體系運行在顧客關(guān)系管理中的有效性，對行業(yè)內(nèi)企業(yè)發(fā)展具有一定參考意義。
[Abstract]:After years of development, the marine equipment manufacturing industry represented by shipbuilding has become one of the pillar industries in the development of science, technology and economy in China. Judging from the volume of shipbuilding orders, China has now become a large shipbuilding country, especially between 2002 and 2008. Relying on the advantage of cheap labor, China's shipbuilding industry exploded into a chaotic development until the end of 2008, when the international economic crisis broke out, the shipping market was in a deep downturn, and the overcapacity of domestic shipbuilding was highlighted. This traditional labor-intensive and the future development of the industry encountered a bottleneck. A Shipping Company is currently the top ship repair company in China. During its development, the company also has problems in the Chinese shipbuilding industry. Its business development still depends on a large number of labor forces, and the product structure and technology content is not high. The core competitiveness is insufficient, and the technology upgrading and product upgrading need a long period. In the domestic shipbuilding industry, we must adopt the differentiation strategy, seek for higher customer satisfaction, and effectively maintain and develop the customer group. To tide over difficulties and seek development. Based on the theory of customer service and management system, this paper analyzes the necessity and existing problems of building the differentiated competitiveness of A shipping company based on customer service. By using the quality management system and customer relationship management concept for reference to establish the internal customer service management internal control system, strengthen the control and optimization from the whole process of production service, provide high quality technology, quality service, create value for the customer. In order to form their own characteristics of the core competitiveness. Through the construction and operation of the customer management system, it is proved that the system is effective in the customer relationship management, which has certain reference significance for the development of enterprises in the industry.
【學位授予單位】：天津大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F552.6;F274

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