發(fā)布時間：2018-04-04 08:52

  本文選題：港口　切入點：集裝箱碼頭　出處：《河北工業(yè)大學(xué)》2013年碩士論文

【摘要】：受全球經(jīng)濟的影響，我國各主要港口集裝箱吞吐量進入相對平緩增長階段。同時，港口的結(jié)構(gòu)性產(chǎn)能過剩進一步突出，港口間競爭將日益激烈，尤其是環(huán)渤海地區(qū)已經(jīng)成為沿海港口競爭最激烈的地區(qū)之一。各港口在腹地、貨源結(jié)構(gòu)、業(yè)務(wù)模式等方面高度重合或雷同，競爭已經(jīng)到了白熱化階段。集裝箱碼頭企業(yè)的發(fā)展將更多的依賴于對外服務(wù)水平和內(nèi)部精細化管理水平的高低。轉(zhuǎn)變服務(wù)模式、創(chuàng)新管理方式已成為集裝箱碼頭企業(yè)發(fā)展的客觀要求，并得到了越來越多的認同。天津港作為中國北方乃至全國的重要港口，2011年全年貨物年吞吐量超過4.5億噸，在世界港口吞吐量排名中躍居第四位，集裝箱吞吐量1149.41萬標箱，名列全球第十一位。天津港集團明確將“創(chuàng)新服務(wù)管理體制機制，優(yōu)化資源配置，提高效益效率”作為裝卸服務(wù)產(chǎn)業(yè)發(fā)展的重要目標之一，并將“全面提升優(yōu)質(zhì)服務(wù)管理水平，不斷創(chuàng)新服務(wù)質(zhì)量管理手段，拓展服務(wù)功能”作為重要的保障措施。天津港A集裝箱碼頭公司作為集團六大集裝箱碼頭公司之一，同樣面臨著同質(zhì)化競爭的壓力，為了適應(yīng)新的發(fā)展環(huán)境，進一步轉(zhuǎn)變發(fā)展方式，提出了“服務(wù)產(chǎn)品化”的客戶服務(wù)理念，提出了建設(shè)“客戶服務(wù)中心”項目。 本文主要探討和研究新型“客戶服務(wù)中心”構(gòu)建和創(chuàng)新模式，借鑒行業(yè)內(nèi)外先進的服務(wù)組織形式，在國內(nèi)港口首次系統(tǒng)地開展以客服電話為基礎(chǔ)的多維度客戶服務(wù)模式的研究，并通過系統(tǒng)地研究、分析集裝箱碼頭企業(yè)為客戶提供服務(wù)與客戶需求之間的差距，提出了切實可行的新型服務(wù)模式。形成以客戶為中心的“自下而上”式服務(wù)響應(yīng)機制，進而整合客服窗口和平臺資源，統(tǒng)一各項業(yè)務(wù)服務(wù)標準。同時，以客戶服務(wù)中心作為發(fā)掘客戶需求，研發(fā)服務(wù)產(chǎn)品的分析和研究中心，進而形成集裝箱碼頭新的商業(yè)服務(wù)模式，顛覆傳統(tǒng)的客戶服務(wù)中心作為成本中心的角色，這種新型的客戶響應(yīng)模式是從服務(wù)觸發(fā)機制入手，，使之成為新的利潤中心。 新型“客戶服務(wù)中心”的建立，將進一步貫徹落實天津港集團產(chǎn)業(yè)發(fā)展戰(zhàn)略，深入實踐A碼頭公司提出的“特色經(jīng)營”和“體驗式服務(wù)”理念，以調(diào)整優(yōu)化體制機制的手段革新服務(wù)模式，促進并帶動A碼頭對外服務(wù)品質(zhì)的提升，實現(xiàn)質(zhì)的飛躍。
[Abstract]:Under the influence of global economy, container throughput of major ports in China has entered a relatively slow growth stage.At the same time, the structural overcapacity of ports is more prominent, and the competition between ports will become increasingly fierce, especially in the Bohai Sea region, which has become one of the most competitive areas in the coastal ports.Ports in hinterland, source structure, business model and other aspects of high coincidence or similarity, competition has reached a white-hot stage.The development of container terminal enterprises will depend more on the level of external service and the level of internal fine management.Changing service mode and innovating management mode has become the objective requirement of container terminal enterprise development, and has been more and more recognized.Tianjin Port, as an important port in northern China and even in China, has an annual cargo throughput of more than 450 million tons in 2011, ranking fourth in the world port throughput and 11.4941 million TEUs in container throughput, ranking 11th in the world.Tianjin Port Group explicitly regards "innovating service management system and mechanism, optimizing resource allocation and improving efficiency" as one of the important goals of the development of loading and unloading service industry, and will "comprehensively upgrade the level of quality service management,"Continuous innovation of service quality management means, expansion of service functions "as an important safeguard measures."Tianjin Port A Container Terminal Company, as one of the six major container terminal companies of the Group, is also facing the pressure of homogeneous competition. In order to adapt to the new development environment and further change the mode of development,This paper puts forward the concept of customer service and the project of building customer service center.This article mainly discusses and studies the new "customer service center" construction and the innovation mode, draws lessons from the industry inside and outside the advanced service organization form, for the first time in the domestic port carries on the multi-dimensional customer service pattern based on the customer service telephone as the research,Through systematic research, this paper analyzes the gap between the service provided by container terminal enterprises to customers and customer demand, and puts forward a feasible new service model.To form a customer-centered "bottom-up" service response mechanism, and then integrate customer service windows and platform resources, and unify the service standards.At the same time, using the customer service center as the analysis and research center to explore customer demand and develop service products, the new business service model of container terminal will be formed, and the role of traditional customer service center as cost center will be changed.This new customer response mode starts with the service triggering mechanism and makes it a new profit center.The establishment of the new "customer service center" will further implement the industrial development strategy of Tianjin Port Group, and further implement the concept of "characteristic management" and "experiential service" put forward by A Wharf Company.By means of adjusting and optimizing the system mechanism, the service mode should be innovated to promote and promote the improvement of external service quality of Terminal A and realize the qualitative leap.
【學(xué)位授予單位】：河北工業(yè)大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F552.6

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