本文關(guān)鍵詞：遠(yuǎn)能公司服務(wù)化發(fā)展戰(zhàn)略研究　出處：《湖南大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 中小型企業(yè) 服務(wù)化戰(zhàn)略 微笑曲線 服務(wù)差異化

【摘要】：經(jīng)濟(jì)的服務(wù)化轉(zhuǎn)型在全球范圍內(nèi)的趨勢(shì)已經(jīng)愈發(fā)明顯,無(wú)論是發(fā)達(dá)國(guó)家還是發(fā)展中國(guó)家,對(duì)于服務(wù)的重視程度都在增加,“服務(wù)”已經(jīng)從傳統(tǒng)觀念的產(chǎn)品附加物,發(fā)展成為一種獨(dú)特的產(chǎn)業(yè),甚至成為了眾多企業(yè)的核心競(jìng)爭(zhēng)力。遠(yuǎn)能公司是伴隨我國(guó)經(jīng)濟(jì)的不斷強(qiáng)大,制造業(yè)技術(shù)的提升,利用先進(jìn)技術(shù)形成市場(chǎng)產(chǎn)品而成長(zhǎng)起來(lái)的科技型中小企業(yè)。現(xiàn)階段,遠(yuǎn)能公司面臨著經(jīng)營(yíng)成本上升、融資難、渠道狹窄等系列問(wèn)題,導(dǎo)致企業(yè)資金不足、利潤(rùn)下降、企業(yè)發(fā)展動(dòng)力缺乏。企業(yè)的生存空間不斷受到威脅,企業(yè)要想在日益激烈的市場(chǎng)競(jìng)爭(zhēng)中和行業(yè)競(jìng)爭(zhēng)中,利用優(yōu)勢(shì)克服弱勢(shì),獲取競(jìng)爭(zhēng)優(yōu)勢(shì),必須正確的對(duì)待服務(wù),適時(shí)地向服務(wù)化轉(zhuǎn)型。本文利用發(fā)展戰(zhàn)略管理和服務(wù)策略的原理通過(guò)對(duì)遠(yuǎn)能公司的發(fā)展現(xiàn)狀,從宏觀到微觀,從行業(yè)到企業(yè)內(nèi)部分別運(yùn)用PEST分析法、五力競(jìng)爭(zhēng)模型、SWOT方法進(jìn)行了綜合分析,并結(jié)合基于企業(yè)價(jià)值鏈的微笑曲線原理,根據(jù)公司本身的服務(wù)能力以及服務(wù)條件,制定出一個(gè)比較完整同時(shí)又具備實(shí)際操作性的企業(yè)服務(wù)化轉(zhuǎn)型發(fā)展戰(zhàn)略(服務(wù)差異化)及實(shí)施規(guī)劃。通過(guò)建立企業(yè)服務(wù)體系、服務(wù)價(jià)值識(shí)別、服務(wù)互動(dòng)及評(píng)測(cè)、客戶關(guān)系管理等策略,在如何順利實(shí)施戰(zhàn)略與匹配企業(yè)現(xiàn)有資源的原則下提出逐步推進(jìn)方式,堅(jiān)持“以客戶為中心”服務(wù)理念,利用服務(wù)創(chuàng)新提升企業(yè)競(jìng)爭(zhēng)優(yōu)勢(shì)及核心競(jìng)爭(zhēng)力,從而滿足顧客的多樣化需求,增加公司的收益能力和提升企業(yè)的品牌及形象。利用以服務(wù)為導(dǎo)向,規(guī)劃設(shè)計(jì)公司服務(wù)營(yíng)銷體系和轉(zhuǎn)變企業(yè)管理。旨在保證企業(yè)未來(lái)的較快速、健康的發(fā)展。本文旨在本企業(yè)未來(lái)發(fā)展的規(guī)劃和設(shè)計(jì),不僅是對(duì)遠(yuǎn)能公司的實(shí)際生產(chǎn)經(jīng)營(yíng)活動(dòng)提供發(fā)展戰(zhàn)略和實(shí)施的指導(dǎo),同時(shí)為不同行業(yè)的中小型制造企業(yè)在服務(wù)化研究和如何制定企業(yè)發(fā)展戰(zhàn)略上提供一定的借鑒。
[Abstract]:Economic service transformation in the global scope of the trend has become increasingly obvious, both developed and developing countries, the degree of importance for service are increasing, "service" has been from the traditional concept of product development. As a special industry, and even become the core competitiveness of enterprises. The company is by far can China's economy continues strong, manufacturing technology promotion, technology oriented small and medium-sized enterprises using advanced technology products form the market grow up. At this stage, far can the company faced with rising operating costs, financing channel is narrow, cause a series of problems such as the lack of enterprise funds, profit decline, lack of power of enterprise development and enterprise. The living space has been threatened, companies want to compete in the increasingly fierce market competition and industry advantage, overcome disadvantages, gain competitive advantage, must be correct Treat service, timely to service transformation. This paper based on the principle of the development of strategic management and service strategy based on the current situation of the development of distance, from macroscopic to microcosmic, from the industry to the enterprise respectively by PEST analysis, five forces model of competition, SWOT methods are analyzed, and combined with the principle of smile curve of enterprise value chain based on the company itself according to the service capability and service conditions, establish a relatively complete and actual operation of enterprise service transformation development strategy (differentiated services) and the implementation of the plan. Through the establishment of enterprise service system, service value recognition, service interaction and evaluation, customer relationship management strategy on how to successful implementation of the strategy and matching of existing enterprise resources under the principle put forward step by step, adhere to the "customer-centric" service concept, the service innovation to promote enterprise competitive Competitive advantage and core competitiveness, so as to meet the diverse needs of customers, increase the company's profitability and enhance the corporate brand and image. The use of service oriented, planning and design company service marketing system and the transformation of enterprise management. In order to ensure the enterprise's future is rapid and healthy development. This paper aims to design and planning of future development of the enterprise that is not only to provide the development strategy and implementation of the guidance for the actual production and operation activities near the company, small and medium sized manufacturing enterprises at the same time for different industries on services and how to develop business development strategy to provide a reference.

【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F426.4;F272

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