【作者】 王维；

【导师】 刘伟华；

【作者基本信息】 天津大学 ， 工商管理（专业学位）， 2015， 硕士

【摘要】 供应链管理作为全球经济一体化时代的重要管理方式,越来越引起现代企业的重视。随着服务行业的异军突起,供应链管理的理念和方法逐步被服务企业重视。由于供应链的各成员企业是相对独立的实体单元,而且各企业的发展背景和所处的环境(包括地理环境、经济环境和文化环境等)各有不同,于是迫切需要在供应链企业成员之间进行协调,并构建合理的供应链伙伴关系,实现对外部市场快速、敏捷的反应。针对服务型企业的运作模式以及供应链管理中存在的问题,本文在借鉴国内外服务型企业客户管理、服务型企业供应链管理以及企业间合作关系理论的研究成果基础上,对面向客户的服务型企业供应链伙伴关系构建方法进行了详细的研究,主要包括如下几个方面:(1)论文就客户对于服务型企业的重要意义进行了分析,较为详细的阐述了供应链伙伴关系的核心内涵,以及服务型企业与客户建立供应链伙伴关系的总体目标和总体架构;(2)论文总结了构成服务产品的四个因素,提出将服务支持体系和服务四因素视为一个有机整体,集成设计服务产品的具体步骤,同时介绍了采用产品数据管理技术对服务产品进行设计的思路,这一切都是为服务型企业建立和维护供应链伙伴关系奠定重要基础;(3)论文深入的研究了GAP模型和GAP扩展模型,结合影响服务型企业服务能力的5个因素,得出影响企业服务能力的17项问题、以及各项问题的解决方式和具体途径。对层次分析模型进行了研究,阐述了利用层次分析模型衡量企业应急能力的计算方法和判断标准,为服务型企业搭建完善的供应链伙伴关系平台给出了科学的管理方法;(4)论文提出了基于客户协同思想的服务质量控制体系模型,并延伸出服务质量出现漏洞后的服务补救程序,对建立完善的质量控制体系进行深入的研究;(5)论文通过对XDS(天津)企业服务有限公司的实证研究,论证了一个服务型企业如何建立供应链伙伴关系的结构,同时详细的阐述了该企业对产品协同设计和产品定价的方法,以及对服务能力机制和服务质量体系的建设思路;更多还原

【Abstract】 Nowadays, more and more companies pay more attention to the supply chain management, especially for the service enterprises. Since there are many differences among the members of supply chain(such as the different location, economy environment and corporation culture etc.), it is very important to coordinate them through supply chain management in order to achieve a quick and agile response for the external market change. This dissertation aims at building up the supply chain partnership based upon the research of the customer management and the supply chain management for the service enterprises. The details are as follows:1.The dissertation analyses the significance of the customers and describes the overall target & structure of the supply chain partnership for the service enterprises.2.The dissertation summarizes the four factors of the service product and regards the service support system and the above mentioned four factors as a whole system for designing the service product. The dissertation also introduces the method to develop the service product through the PDM. All of these are the basic for building and maintaining the supply chain partnership.3.The dissertation introduces the GAP model & extended models of GAP to find out 17 problems during the service process and figures out how to solve these issues to improve the service capability. This dissertation uses AHP method to measure the ability of emergency management for service enterprises. All the studies are aiming at providing the scientific management method for the supply chain partnership building.4.The dissertation builds the quality control system and discusses how to solve and prevent the customer complaint in the service enterprises.5.The dissertation discusses how to build up the supply chain partnership through an empirical study of the XDS(Tianjin) service enterprise, for confirming the research result of this dissertation.更多还原