【摘要】：為了解和探索北京市業(yè)余羽毛球俱樂部的運(yùn)營現(xiàn)狀和發(fā)展模式,選取其中較為成功的經(jīng)營型業(yè)余羽毛球俱樂部——旭日星空進(jìn)行個(gè)案研究。運(yùn)用文獻(xiàn)資料法、問卷調(diào)查法、訪談法等對(duì)旭日星空俱樂部的實(shí)際運(yùn)營管理情況進(jìn)行分析,以期獲得參考性數(shù)據(jù),為其余相似羽毛球俱樂部的運(yùn)營管理及未來發(fā)展提供參考。 運(yùn)營管理就是對(duì)運(yùn)營過程的計(jì)劃、組織、實(shí)施和控制,是與產(chǎn)品生產(chǎn)和服務(wù)創(chuàng)造密切相關(guān)的各項(xiàng)管理工作的總稱。從另一個(gè)角度來講,運(yùn)營管理也可以指為對(duì)生產(chǎn)和提供公司主要的產(chǎn)品和服務(wù)的系統(tǒng)進(jìn)行設(shè)計(jì)、運(yùn)行、評(píng)價(jià)和改進(jìn)。本研究從旭日星空俱樂部“對(duì)內(nèi)運(yùn)營管理”和“對(duì)外服務(wù)運(yùn)營管理”兩個(gè)部分為著手點(diǎn),對(duì)其運(yùn)營管理進(jìn)行全面而系統(tǒng)地分析,其中對(duì)內(nèi)部營管理包括對(duì)“人”、“財(cái)”、“物”、“信息”的管理,外部服務(wù)運(yùn)營管理包括服務(wù)內(nèi)容設(shè)計(jì)、服務(wù)流程規(guī)范、服務(wù)項(xiàng)目的推廣和服務(wù)質(zhì)量的控制。 研究發(fā)現(xiàn),旭日星空俱樂部在對(duì)“人”管理方面基本滿足俱樂部的發(fā)展需求；對(duì)“財(cái)”管理上,贏利點(diǎn)日趨全面化,但財(cái)務(wù)管理系統(tǒng)有待升級(jí)提高；對(duì)“物”管理上,長期租用有關(guān)院校的場地設(shè)施,實(shí)現(xiàn)了互利雙贏,但也面對(duì)著場地?fù)頂D等突出問題；對(duì)“信息”管理上,俱樂部依托官方網(wǎng)站和QQ群,基本實(shí)現(xiàn)了必要的信息管理和有效溝通,但還應(yīng)提高對(duì)會(huì)員信息分析以及相關(guān)政策等信息的掌握能力。在服務(wù)內(nèi)容設(shè)計(jì)上,較好的滿足了俱樂部的發(fā)展要求；在服務(wù)流程規(guī)范上,已經(jīng)形成簡單明確的服務(wù)流程；在服務(wù)推廣上,依托建設(shè)高水平青少年隊(duì)伍取得的優(yōu)秀成績,進(jìn)行口頭宣傳,并配合廣告宣傳,取得較好效果；在服務(wù)質(zhì)量控制上,較好地掌控了服務(wù)質(zhì)量的可感知性、可靠性和反應(yīng)性,并注重維護(hù)客戶的忠誠度。
[Abstract]:In order to understand and explore the operation status and development mode of Beijing amateur badminton club, the more successful amateur badminton club, Asahi Sun Star, was selected for a case study. By using the methods of literature, questionnaire and interview, this paper analyzes the actual operation and management of Sunrise Star Club in order to obtain the reference data and provide reference for the operation and management and future development of other similar badminton clubs. Operation management is the planning, organization, implementation and control of the operation process, and it is the general name of all kinds of management work closely related to product production and service creation. From another point of view, operation management can also refer to the design, operation, evaluation and improvement of the system that produces and provides the company's main products and services. This study starts from the two parts of "internal operation management" and "external service operation management" of the rising Sun Star Club, and makes a comprehensive and systematic analysis of its operation management, in which the internal management includes "people" and "money". "material", "information" management, external service operation management includes service content design, service process specification, service project promotion and service quality control. It is found that the rising Sun Star Club basically meets the development needs of the club in the management of "people", and the profit point is becoming more and more comprehensive in the management of "money", but the financial management system needs to be upgraded and improved. In the management of "material", the long-term rental of the venues and facilities of the relevant colleges and universities has realized mutual benefit and win-win situation, but it is also faced with outstanding problems such as site congestion and so on. In the management of "information", the club basically realizes the necessary information management and effective communication by relying on the official website and QQ group, but it should also improve the ability to master the information of members and related policies. In the service content design, it meets the development requirements of the club, in the service process specification, has formed a simple and clear service process; In the service promotion, rely on the excellent achievements of building a high-level youth team, carry out oral publicity, and cooperate with advertising publicity, to achieve better results; In the service quality control, the perceptibility, reliability and responsiveness of the service quality are well controlled, and attention is paid to maintaining customer loyalty.
【學(xué)位授予單位】：北京體育大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：G847

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本文編號(hào)：2483870