本文選題：運營戰(zhàn)略 + 制造業(yè)服務(wù)化�。� 參考：《吉林大學(xué)》2014年碩士論文

【摘要】：金友涂裝設(shè)備制造公司是一家主要從事各種涂裝生產(chǎn)線、車輛涂裝設(shè)備、噴漆烤漆設(shè)備、相關(guān)非標工程等項目的設(shè)計、制造、安裝和售后服務(wù)的股份制企業(yè)，是國內(nèi)較早開始進入涂裝設(shè)備制造的幾家企業(yè)之一。隨著現(xiàn)代化工業(yè)的飛速發(fā)展，公司面臨著市場競爭激烈，核心產(chǎn)品同質(zhì)化嚴重，市場占有率逐年降低的困境，本文從金友涂裝設(shè)備制造公司所處的行業(yè)特點和建設(shè)項目的特征入手，分析了公司傳統(tǒng)的以質(zhì)量求生存的運營方式中存在的問題，從而制定了新的差異化運營戰(zhàn)略——客戶服務(wù)導(dǎo)向的運營戰(zhàn)略。 通過對公司的資源和運營能力等進行分析歸納，提出了公司現(xiàn)有的運營戰(zhàn)略與客戶服務(wù)導(dǎo)向的運營戰(zhàn)略的差距，分析了需要改變和完善的因素。通過總結(jié)和分析，指出了金友涂裝設(shè)備制造公司在運營方面的弱勢，提出增強產(chǎn)品服務(wù)意識，妥善利用新媒體，新型信息化系統(tǒng)，在項目實施階段和使用階段提高客戶服務(wù)質(zhì)量，通過提高客戶滿意度來獲得鞏固老客戶，，贏得新客戶，提高銷售額的同時，獲得更多的利潤，打造差異化的競爭戰(zhàn)略的目的。 本文整體上從服務(wù)、服務(wù)運營、運營流程、客戶服務(wù)、戰(zhàn)略實施等方面進行研究，將客戶服務(wù)和運營很好的結(jié)合，制定了公司客戶服務(wù)導(dǎo)向的運營戰(zhàn)略。隨后從售前售后客戶服務(wù)的角度和運營戰(zhàn)略兩個方面對公司的整體的戰(zhàn)略規(guī)劃進行了分析。借助項目管理中的三控三管一協(xié)調(diào)，對公司運營中關(guān)鍵流程的“施工過程”進行人、機、料、法、環(huán)等環(huán)節(jié)的管控，制定執(zhí)行方案、措施和實施計劃，形成具體的可操作的規(guī)劃方案；探討和分析了產(chǎn)品服務(wù)管理和信息管理方面戰(zhàn)略保障發(fā)展規(guī)劃。
[Abstract]:Jin You coating equipment manufacturing company is a joint-stock enterprise mainly engaged in the design, manufacture, installation and after-sales service of various painting production lines, vehicle painting equipment, paint painting equipment, related non-standard engineering and so on. Is the domestic early start to enter the painting equipment manufacturing one of several enterprises. With the rapid development of modern industry, the company is facing the dilemma of fierce market competition, serious homogenization of core products, and decreasing market share year by year. Starting from the characteristics of the industry and the construction project of Jin You coating equipment manufacturing company, this paper analyzes the problems existing in the traditional operation mode in which the quality is the survival of the company. Thus, a new differentiated operation strategy-customer service-oriented operation strategy has been formulated. Through the analysis and induction of the company's resources and operation ability, this paper puts forward the gap between the existing operation strategy of the company and the customer service oriented operation strategy, and analyzes the factors that need to be changed and perfected. Through summing up and analyzing, this paper points out the weakness of Jin You coating equipment manufacturing company in operation, and proposes to strengthen product service consciousness, make good use of new media and new information system, In the stage of project implementation and use, the quality of customer service is improved, and the purpose of consolidating old customers, winning new customers, increasing sales volume, obtaining more profits and creating a differentiated competitive strategy through improving customer satisfaction. In this paper, from the service, service operation, operation process, customer service, strategic implementation and other aspects of research, customer service and operation of a good combination of the company's customer service oriented operation strategy. Then the overall strategic planning of the company is analyzed from the point of view of customer service before and after sale and operation strategy. With the help of three controls, three management and one coordination in project management, to control the "construction process" of the key processes in the company's operation, to control the personnel, machine, materials, law, ring and other links, and to formulate implementation plans, measures and implementation plans, It also discusses and analyzes the development plan of strategic support in product service management and information management.
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F426.4;F274

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