發(fā)布時(shí)間：2018-01-30 17:18

  本文關(guān)鍵詞： 山東高速 服務(wù)模式 構(gòu)建 運(yùn)作保障　出處：《中國海洋大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：我國的高速公路發(fā)展時(shí)間短，但發(fā)展速度快，目前是世界上第二大高速公路國。隨著高速公路網(wǎng)的逐步普及，高速公路事業(yè)已經(jīng)由原來的重視發(fā)展速度改變?yōu)橹匾曎|(zhì)量建設(shè)，包括服務(wù)質(zhì)量。優(yōu)化高速公路的服務(wù)模式是提高服務(wù)質(zhì)量的重要保證。山東高速集團(tuán)是山東省特大型交通企業(yè)，負(fù)責(zé)山東省內(nèi)大多數(shù)高速公路的運(yùn)營，在行業(yè)內(nèi)具有典型性。本文依據(jù)服務(wù)產(chǎn)品理論、公共產(chǎn)品理論、服務(wù)鏈理論、服務(wù)營銷理論，運(yùn)用文獻(xiàn)法、理論分析法、綜合法等研究方法，對山東高速集團(tuán)的服務(wù)模式進(jìn)行了系統(tǒng)的研究。我國理論界一直在探討如何進(jìn)行高速公路管理與運(yùn)營體制改革的問題。以山東高速集團(tuán)公路運(yùn)營管理為參照系，提出改革現(xiàn)有的運(yùn)營管理體制和服務(wù)模式管理的具體措施，有利于我國高速公路運(yùn)營理論的發(fā)展和創(chuàng)新。在實(shí)踐上，則有利于高速公路運(yùn)營企業(yè)提高服務(wù)水平和效益。 山東高速集團(tuán)作為特大型企業(yè)，服務(wù)體系構(gòu)建的比較完整，對山東省內(nèi)的高速公路實(shí)行企業(yè)特許經(jīng)營體制具有先進(jìn)意義，在建設(shè)資金非常緊張的情況下可以體現(xiàn)管理效益和經(jīng)營效益。不過山東高速集團(tuán)服務(wù)模式也存在著一些問題，主要表現(xiàn)為：組織機(jī)構(gòu)設(shè)置不合理，服務(wù)職責(zé)與政府職能存在重疊，服務(wù)鏈銜接不夠緊密，對于“內(nèi)部顧客”的服務(wù)不夠。根據(jù)目前山東高速集團(tuán)運(yùn)營現(xiàn)狀和服務(wù)管理中的不足，可以從三個(gè)層次上重新構(gòu)建山東高速集團(tuán)的服務(wù)模式。在山東高速的服務(wù)目標(biāo)上，合理配置高速公路服務(wù)設(shè)施，完善高速公路服務(wù)內(nèi)容、提高服務(wù)水平，組建省級服務(wù)聯(lián)盟，努力建立高速公路服務(wù)品牌。在山東高速的服務(wù)流程上，通過信息化手段將高速公路的服務(wù)前移，全方位地進(jìn)行標(biāo)準(zhǔn)化服務(wù)，服務(wù)補(bǔ)救，服務(wù)監(jiān)督與測評。在山東高速的服務(wù)內(nèi)容上，合理的收費(fèi)服務(wù)、完善的服務(wù)區(qū)服務(wù)、堅(jiān)實(shí)的養(yǎng)護(hù)綠化服務(wù)、全面的信息服務(wù)、人性化的內(nèi)部顧客服務(wù)、協(xié)助路政及緊急救援服務(wù)。 為確保這個(gè)模式的成功構(gòu)建，還應(yīng)實(shí)施以下運(yùn)作保障措施：建立體制保障，理順服務(wù)結(jié)構(gòu)體系，構(gòu)建企業(yè)服務(wù)文化，強(qiáng)化服務(wù)鏈的銜接，提升服務(wù)硬件水平。 為構(gòu)建完善的服務(wù)模式，山東高速集團(tuán)還需要解決以下比較突出的問題：一是，如何理順高速公路的管理秩序，企業(yè)和政府各自應(yīng)該發(fā)揮什么作用；二是，如何在收費(fèi)的問題上達(dá)成一個(gè)投資者和使用者的利益平衡；三是，作為社會服務(wù)鏈的重要一環(huán)，高速公路應(yīng)該如何發(fā)揮對經(jīng)濟(jì)的推動力。 在研究中，提出了以下創(chuàng)新性的觀點(diǎn)：（1）從服務(wù)鏈理論和歸核理論出發(fā)，提出將一些與高速公路關(guān)聯(lián)性較少的產(chǎn)業(yè)從山東高速集團(tuán)分離出去的觀點(diǎn)，以優(yōu)化該企業(yè)的組織結(jié)構(gòu)體系、增強(qiáng)企業(yè)的競爭力；（2）提出強(qiáng)化高速公路作為社會服務(wù)鏈的延伸功能和山東高速集團(tuán)企業(yè)內(nèi)部服務(wù)鏈的銜接，進(jìn)而全面提高服務(wù)質(zhì)量；（3）提出劃清企業(yè)職能范圍和政府職能范圍，建議路政管理和高速公路緊急救援職責(zé)主要由政府來承擔(dān)。
[Abstract]:The development of our time is short, but the development speed is quick, is now the world's second largest country highway. With the gradual popularization of the highway network, highway has changed from the original emphasis development speed attach importance to the quality of construction, including service quality. Optimization of highway service model is an important guarantee to improve the quality of service in Shandong. High speed group is a large enterprise of Shandong province traffic in Shandong Province, most of the operation of the highway, is typical in the industry. This paper based on the theory of service product, public product theory, service chain theory, service marketing theory, using literature method, theoretical analysis method, research method of comprehensive evaluation, made a systematic study on Shandong high speed group service model. The theory circle of our country has been exploring how to reform the highway management and operation system in Shandong high speed set problem. The operation and management of the regiment highway is a reference system. It puts forward some specific measures to reform the existing operation management system and service mode management, which is conducive to the development and innovation of our expressway operation theory. In practice, it is helpful for highway operation enterprises to improve service level and efficiency.
Shandong high speed group as a large enterprise, the construction of service system is complete, in the province of Shandong expressway concession system of enterprises with advanced significance, can reflect the management efficiency and operating efficiency in construction funds are very tight. But Shandong high speed group service mode also has some problems, mainly: organization set unreasonable, service functions and government functions overlap, the service chain of convergence is not tight enough, for "internal customers" service is not enough. According to the current shortage of Shandong high speed group operating status and service management, can re build the Shandong high speed group service model from three levels. In the Shandong high-speed service goal. Reasonable allocation of highway service facilities, improve highway service content, improve service level, set up a provincial service alliance, efforts to build up high Highway service brand in Shandong. The high-speed service process, by means of information freeway service forward, the full range of standardized services, service recovery, supervision and evaluation services. In Shandong high-speed service content, reasonable service charges, perfect service area, solid maintenance and landscaping services, comprehensive the information service, personalized internal customer service, and assist the emergency rescue service.
In order to ensure the successful construction of this mode, we should also implement the following operational safeguards: establishing system guarantee, straightening out the service structure system, constructing enterprise service culture, strengthening the convergence of service chain and upgrading the level of service hardware.
To build a perfect service mode, Shandong high speed group also need to solve the following problems: first, how to rationalize the expressway management order, enterprises and governments should play what role; the two is how to reach a balance of interests of investors and users of the charges in question; the three is, as a social service chain an important part of the highway should be how to play to the economic driving force.
In the study, put forward the following innovative points: (1) starting from the service chain theory and the core theory, put forward some related industry and highway less separated from the Shandong Expressway Group's point of view, to optimize the organizational structure of the enterprise, enhance the competitiveness of enterprises; (2) put forward to strengthen cohesion as an extension of the social service function of Expressway and Shandong Expressway Group chain enterprise internal service chain, and comprehensively improve the quality of service; (3) proposed to draw enterprise function scope and range of government function, proposed road management and the high speed highway emergency rescue duties mainly borne by the government.

【學(xué)位授予單位】：中國海洋大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F542.6

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