本文選題：體外診斷　切入點(diǎn)：服務(wù)創(chuàng)新　出處：《哈爾濱理工大學(xué)》2014年碩士論文

【摘要】：隨著時(shí)代的進(jìn)步和科技的發(fā)展，健康越來(lái)越受到人們的重視。同時(shí)醫(yī)療器械產(chǎn)業(yè)得到迅猛的發(fā)展，體外診斷行業(yè)成為整個(gè)醫(yī)療器械產(chǎn)業(yè)的重要分支。近年來(lái)國(guó)內(nèi)外體外診斷企業(yè)紛紛搶灘中國(guó)市場(chǎng)，經(jīng)過(guò)多年的發(fā)展，市場(chǎng)競(jìng)爭(zhēng)日益激烈。在產(chǎn)品日趨同質(zhì)化的情況下，企業(yè)的管理者面臨著巨大的挑戰(zhàn)：如何滿足客戶來(lái)提高市場(chǎng)的占用率。 服務(wù)作為產(chǎn)品的外延已經(jīng)成為眾多廠商爭(zhēng)奪客戶的重要陣地，優(yōu)質(zhì)的服務(wù)為企業(yè)快速地占領(lǐng)市場(chǎng)，降低服務(wù)成本，提高服務(wù)質(zhì)量，保持企業(yè)的持續(xù)穩(wěn)健發(fā)展。面對(duì)當(dāng)前復(fù)雜的市場(chǎng)環(huán)境，售后服務(wù)競(jìng)爭(zhēng)激烈不斷加劇，每家企業(yè)都在絞盡腦汁思考怎樣在嚴(yán)酷的市場(chǎng)環(huán)境中保持不敗之地，而K公司是國(guó)內(nèi)知名的體外診斷產(chǎn)品供應(yīng)商，因此本文以K公司售后服務(wù)為研究對(duì)象，從服務(wù)創(chuàng)新的角度來(lái)試探改善服務(wù)的方法，提高服務(wù)質(zhì)量及客戶滿意度，，將服務(wù)創(chuàng)新理論應(yīng)用于服務(wù)管理實(shí)踐中，為體外診斷企業(yè)提供決策依據(jù)及營(yíng)銷建議。 本文在綜述國(guó)內(nèi)外有關(guān)服務(wù)創(chuàng)新的相關(guān)理論基礎(chǔ)上，結(jié)合體外診斷行業(yè)發(fā)展的特點(diǎn)，闡述了體外診斷企業(yè)如何在服務(wù)創(chuàng)新的角度提升現(xiàn)有的服務(wù)質(zhì)量?jī)?yōu)化服務(wù)流程。研究了K公司目前的技術(shù)服務(wù)現(xiàn)狀和競(jìng)爭(zhēng)對(duì)手狀況，分析K公司進(jìn)行服務(wù)創(chuàng)新的驅(qū)動(dòng)力。依據(jù)服務(wù)創(chuàng)新模型理論，構(gòu)建K公司的新的技術(shù)服務(wù)體系。最后，結(jié)合服務(wù)體系評(píng)價(jià)的理論對(duì)K公司技術(shù)服務(wù)做了全方位的評(píng)價(jià)。
[Abstract]:With the progress of the times and the development of science and technology, people pay more and more attention to health.At the same time, the medical device industry has a rapid development, in vitro diagnosis industry has become an important branch of the medical device industry.In recent years, domestic and foreign in vitro diagnostics enterprises have seized the Chinese market, after years of development, the market competition is increasingly fierce.With the increasing homogeneity of products, the managers of enterprises are faced with great challenges: how to meet the needs of customers to improve the market occupancy rate.In the face of the current complex market environment, the competition for after-sales service is becoming more and more intense. Every enterprise is racking its brains to think about how to maintain an invincible position in the harsh market environment, and K Company is a well-known domestic supplier of external diagnostic products.Therefore, this paper takes the after-sales service of K Company as the research object, tries to explore the methods of improving service from the angle of service innovation, improves service quality and customer satisfaction, and applies the theory of service innovation to the practice of service management.To provide decision-making basis and marketing advice for in-vitro diagnosis of enterprises.On the basis of summarizing the relevant theories of service innovation at home and abroad and combining with the characteristics of the development of in vitro diagnosis industry, this paper expounds how to improve the existing service quality optimization service flow in the service innovation angle of the in vitro diagnosis enterprise.This paper studies the current situation of technology service and competitors of K Company, and analyzes the driving force of service innovation in K Company.According to the theory of service innovation model, the new technology service system of K Company is constructed.Finally, based on the theory of service system evaluation, the technology service of K Company is evaluated in all directions.
【學(xué)位授予單位】：哈爾濱理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：F274;F426.4

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