本文選題：制造業(yè)服務化 + 成熟度模型��； 參考：《河北工業(yè)大學》2015年碩士論文

【摘要】：隨著制造型企業(yè)的全球化同步發(fā)展,其生產(chǎn)的產(chǎn)品也越來越同質化,企業(yè)不再只關注產(chǎn)品的生產(chǎn),而是越來越認識到“客戶滿意”的重要性。與此同時制造業(yè)仍然位于產(chǎn)業(yè)鏈低端,面臨著勞動附加值低、資源消耗大以及創(chuàng)新能力低等問題,僅僅靠產(chǎn)品已難以維持其競爭優(yōu)勢,因此越來越多的制造企業(yè)通過提供服務來增強競爭優(yōu)勢并將其作為價值的重要來源——“制造業(yè)服務化”已成為當今世界制造業(yè)的顯著趨勢之一。消費者的需求也越來越多樣化和個性化,對產(chǎn)品和服務的質量要求越來越苛刻,消費者不再僅僅關注購買的實體產(chǎn)品的質量,還關注與產(chǎn)品相關的各方面服務,在競爭形勢逼迫下企業(yè)逐漸意識到必須以滿足用戶需求為中心,提供超過用戶期望值的服務,在滿足用戶需求和利益的基礎上來獲取企業(yè)利潤。然而制造業(yè)服務化過程并不總是一帆風順的,也會出現(xiàn)“服務悖論”的現(xiàn)象,即有些企業(yè)在拓展服務業(yè)務領域時的高投入與期望所收獲的高收益相悖。實踐也證明了制造企業(yè)向服務化轉型時,雖然可帶來更多的收益并提升價值鏈地位,但同時也面臨著各方面的調整所帶來的巨大風險。因此如何科學地對制造業(yè)服務化成熟度進行定位,指導企業(yè)沿可控的服務化路徑發(fā)展變得尤為重要。本文以面向消費者的制造業(yè)為研究對象,重點研究了面向消費者的制造業(yè)服務化成熟度的內涵與構成,構建了面向消費者的制造業(yè)服務化成熟度評價指標體系,根據(jù)成熟度的概念將面向消費者的制造業(yè)服務化成熟度分為五個不同的等級,并提出了相應的評判標準,有利于對面向消費者的制造業(yè)進行服務化成熟度評價。論文主要研究內容為:(1)基于對現(xiàn)有文獻以及理論知識的總結,分析了制造業(yè)服務化的內涵以及制造業(yè)服務化成熟度的內涵,同時結合探索性案例研究給出了面向消費者的制造業(yè)服務化成熟度的構成要素:服務廣度、服務深度、服務型制造網(wǎng)絡水平(顧客參與程度、與顧客的關系、與供應商的關系)、組織服務水平(組織文化、服務開發(fā)流程)以及員工服務水平。(2)引進成熟度模型將面向消費者的制造業(yè)服務化成熟度劃分為五個等級:初始級、低能力級、成熟級、成熟度高級以及持續(xù)改進級。通過專家評價法對所構建的評價指標體系打分,并通過模糊綜合評價法對評價結果進行了綜合評價,即可確定面向消費者的制造業(yè)服務化成熟度等級。(3)在已有分析的基礎上對海爾企業(yè)進行了服務化成熟度的綜合評判。
[Abstract]:With the development of globalization, the products produced by manufacturing enterprises are becoming more and more homogeneous. Enterprises no longer only pay attention to the production of products, but more and more realize the importance of "customer satisfaction". At the same time, the manufacturing industry is still located at the low end of the industrial chain, facing the problems of low added value of labor, large consumption of resources and low innovation ability. It is difficult to maintain its competitive advantage by relying on the products alone. Therefore, more and more manufacturing enterprises provide services to enhance their competitive advantage and regard it as an important source of value-"manufacturing service-oriented" has become one of the most significant trends in the world's manufacturing industry. Consumers' demands are becoming more and more diversified and individualized, and the quality requirements of products and services are becoming more and more stringent. Consumers are no longer concerned only with the quality of the physical products purchased, but also with the various aspects of services related to the products. Under the pressure of competition, enterprises gradually realize that they must focus on meeting the needs of users, provide services that exceed the expected value of users, and obtain profits on the basis of satisfying the needs and interests of users. However, the service-oriented process of manufacturing industry is not always smooth, there will be a "service paradox" phenomenon, that is, some enterprises in the expansion of service business areas of high investment and expectations of high revenue contrary. Practice has also proved that manufacturing enterprises to service transition, although it can bring more revenue and enhance the value chain position, but also facing the adjustment of various aspects of the huge risk. Therefore, how to scientifically position the service maturity of manufacturing industry and guide enterprises to develop along a controllable service path becomes particularly important. This paper takes the consumer-oriented manufacturing industry as the research object, focuses on the connotation and composition of the consumer-oriented manufacturing service-oriented maturity, and constructs a consumer-oriented manufacturing service-oriented maturity evaluation index system. According to the concept of maturity, the service maturity of consumer-oriented manufacturing industry is divided into five different grades, and the corresponding evaluation criteria are put forward, which is helpful to evaluate the service-oriented maturity of consumer-oriented manufacturing industry. Based on the summary of the existing literature and theoretical knowledge, this paper analyzes the connotation of manufacturing service and the connotation of manufacturing service maturity. At the same time, combined with exploratory case study, the paper gives the components of service maturity of consumer-oriented manufacturing industry: service breadth, service depth, service manufacturing network level (customer participation, customer relationship, etc.) Relationship with suppliers, organizational service level (organizational culture, service development process) and employee service level, the introduction of maturity model classifies the consumer-oriented manufacturing service maturity into five levels: initial level, low capability level, Maturity level, maturity level and continuous improvement level. The evaluation index system is evaluated by expert evaluation method, and the evaluation result is evaluated by fuzzy comprehensive evaluation method. The service maturity level of the consumer-oriented manufacturing industry is determined. (3) based on the existing analysis, the comprehensive evaluation of the service maturity of Haier enterprises is carried out.
【學位授予單位】：河北工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：F426.6;F274

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相關期刊論文 前1條

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本文編號：1888957