本文關(guān)鍵詞：以客戶滿意為導(dǎo)向的GL公司環(huán)境咨詢服務(wù)流程優(yōu)化研究　出處：《山東大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

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【摘要】：伴隨著我國經(jīng)濟的快速增長、環(huán)境污染問題的日益突出、各級政府對環(huán)保工作的日益重視,環(huán)境保護產(chǎn)業(yè)發(fā)展迅猛。環(huán)境咨詢行業(yè)作為環(huán)境保護產(chǎn)業(yè)中的重要組成部分,也獲得了長足的發(fā)展。無論是幫助政府部門制定環(huán)保政策、研究環(huán)保標(biāo)準,還是為企業(yè)提供環(huán)評、清潔生產(chǎn)等各種咨詢,環(huán)境咨詢行業(yè)面臨著很好的發(fā)展機遇。由于歷史的原因,眾多環(huán)境咨詢服務(wù)機構(gòu)原依托或者隸屬于環(huán)保管理部門,具備了一定的體制優(yōu)勢和市場渠道優(yōu)勢,由此也造成了服務(wù)效率不高、客戶滿意度走低的問題。但近年來,伴隨著國家簡化行政審批制度的改革,這些環(huán)境咨詢服務(wù)機構(gòu)從依托政府部門開始脫鉤、改制,其原有的體制優(yōu)勢和市場渠道優(yōu)勢逐漸喪失,市場占有率也隨之下滑,企業(yè)競爭力開始削弱;并且隨著環(huán)境咨詢行業(yè)準入門檻的逐步降低,越來越多的民營環(huán)境咨詢服務(wù)機構(gòu)的進入,原有的體制內(nèi)的環(huán)境咨詢服務(wù)機構(gòu)面臨著巨大的市場環(huán)境變化,不得不重新考慮自己的營銷戰(zhàn)略,不得不開始制定以客戶滿意為中心、以市場為導(dǎo)向、以服務(wù)流程改善為抓手的市場營銷策略。以客戶為關(guān)注中心的客戶滿意理論研究在國外日趨成熟,國內(nèi)越來越多的企業(yè),也開始接受這種理念。從7P服務(wù)營銷組合策略中的"流程"出發(fā),運用流程優(yōu)化理論,以客戶滿意為導(dǎo)向,在對企業(yè)管理架構(gòu)進行變革的前提下,對企業(yè)的服務(wù)流程進行優(yōu)化改造,進而提升服務(wù)效率,增加客戶滿意度,最終增強企業(yè)的市場核心競爭力。本文首先對客戶滿意理論、業(yè)務(wù)流程優(yōu)化理論和服務(wù)營銷理論進行了詳盡闡述,分析了我國環(huán)境咨詢行業(yè)的發(fā)展現(xiàn)狀、行業(yè)特點以及存在的問題,并通過調(diào)研和訪談識別、判斷、分析了 GL公司環(huán)境咨詢服務(wù)在流程及與之相關(guān)的管理架構(gòu)上存在的問題及產(chǎn)生的原因,提出環(huán)境咨詢業(yè)務(wù)進行服務(wù)流程的優(yōu)化和管理架構(gòu)變革的必要性和緊迫性,隨后重點研究如何進行服務(wù)流程優(yōu)化,探討了以客戶滿意為導(dǎo)向的服務(wù)流程優(yōu)化的方案,最后從管理架構(gòu)變革、加強團隊文化建設(shè)等幾個方面為流程優(yōu)化提供保障措施。通過本文的研究分析以及對服務(wù)流程和配套的管理架構(gòu)變革的建議,將對改善GL公司環(huán)境咨詢服務(wù)的經(jīng)營現(xiàn)狀,提高服務(wù)效率、實現(xiàn)客戶滿意,具有很好的借鑒意義。并且從整個國內(nèi)環(huán)境咨詢行業(yè)來講,通過進行服務(wù)流程優(yōu)化,提高服務(wù)效率、實現(xiàn)客戶滿意、增強企市場競爭力,也將會有積極的意義。
[Abstract]:With the rapid growth of China's economy, the problem of environmental pollution is becoming increasingly prominent, all levels of government attaches great importance to environmental protection work, the environmental protection industry is developing rapidly. The environmental consulting industry as an important part of the environmental protection industry, has achieved great development. Whether it is to help government departments to develop environmental policy, research on environmental standards or provide the EIA for the enterprise, cleaner production and other consulting, environmental consulting industry is facing good opportunities for development. Due to historical reasons, many environmental consulting services to environmental protection or relying on the original membership management department, has a certain advantage of system and market channel advantages, thus causing the customer service efficiency is not high. Lower satisfaction problem. But in recent years, along with the reform of the state to simplify the administrative examination and approval system, the environmental consulting services began to take off from relying on the government departments Hook, restructuring, the advantages of the original system and the market channel advantage is lost gradually, the market share will decline, began to weaken the competitiveness of enterprises; and reduces gradually along with the environmental consulting industry access threshold, into more and more private environmental consulting services, environmental consulting services in the original system is facing a huge market the environmental changes, to reconsider their own marketing strategy, to develop customer satisfaction as the center, take the market as the guidance, to improve the marketing strategy of service process as the starting point of the research on customer satisfaction theory. Take the customer as the center of attention is becoming more and more mature in foreign countries, more and more domestic enterprises have begun to accept the idea of starting. From the 7P service marketing strategy in the "process", the use of process optimization theory, customer satisfaction oriented, reasonable structure to change the enterprise management Under the premise, to optimize the enterprise service flow, and improve service efficiency, increase customer satisfaction, and ultimately enhance the core competitiveness of the enterprise market. Firstly, customer satisfaction theory, optimization theory and service marketing theory for a detailed explanation of the business process, analyzes the development status of environmental consulting industry in China, the characteristics of the industry and the existing problems, and through the investigation and interview recognition, judgment, analysis of the environmental consulting services company GL in the process and the related management structure of the problems and the causes, necessity and urgency of the reform of management structure optimization and service process put forward consulting business environment, then focuses on how to carry out service process optimization, discusses the customer satisfaction oriented service process optimization scheme, finally from the management structure reform, strengthen the team cultural construction etc. Aspects provide security measures for process optimization. Through the research and analysis of this paper and suggestions on the service process and supporting the management structure reform, the operating status of the environmental consulting services company GL, improve service efficiency, customer satisfaction, has a very good reference. And from the perspective of the domestic environmental consulting industry through the service process optimization, improve service efficiency, customer satisfaction, enhance the market competitiveness of enterprises, will also have a positive significance.

【學(xué)位授予單位】：山東大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F274;X324

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