【作者】 陆凡；

【导师】 翁鸿涛；

【作者基本信息】 兰州大学 ， 工商管理（专业学位）， 2016， 硕士

【副题名】以华为公司为例

【摘要】 目前,服务业和制造业之间的界限已经变得不是那么的明显和清晰,一个组织不管是属于服务行业,还是制造型企业,我们都可以讨论它们的服务管理和服务的内在相关因素。顾客关系中的服务因素正在成为创造企业竞争优势的一种主要途径,识别客户需求并提供相应服务使之满意,才能赢得客户继续合作的可能性,故服务质量管理也因此变得更加重要。航行企业是一家传统的电源制造企业,与世界最大的移动通信设备供应商华为长期合作,将生产的电源销售给华为,再由华为将电源作为华为产品的配件一同向终端用户市场销售,故航行企业并不会与最终用户直接接触。只要航行的电源在与华为协商的期限内按预期的成本设计出来,经过华为验证认可;并配合华为产品的上市安排,准时交出合格电源;且保证电源在最终用户市场上质量表现稳定,那就是航行企业对华为的最大支持,华为就会因此而对航行企业的整体服务质量感到满意。基于VIP客户华为的以上需求,本文研究重点也将专注于此四点:成本、质量、交期与华为需求的响应速度。以期初步满足华为对服务质量的要求。当然,我们深知服务质量由服务的技术质量、职能质量、形象质量、真实瞬间以及感知质量与预期质量的差距所体现。本文的研究仅是本公司服务质量体系建构和尝试的起点,接下来的研究重点将是如何建立一套测评指标体系,并对服务质量维度进行实证检验,以期提高本公司的客户服务质量;同时推动公司从生产导向型向为客户导向转型。更多还原

【Abstract】 At present, the services and manufacturing boundaries have become less obvious and clear,whether it is an organization belonging to the service sector in the traditional sense, or manufacturing industry, we can discuss the relevant factors of its service management and service. Service and customer relations and service considerations are becoming the main way to create a competitive advantage, Suppliers recognize customer needs and to provide appropriate services to enable customer satisfaction, so that suppliers may continue to cooperate with the customer, so the quality of service management has therefore become more important.HX is a traditional manufacturing enterprises, Long-term cooperation with the world’s largest mobile communication equipment supplier Huawei, HX’s production of power sales to Huawei, Huawei take the power and telecommunications products sold to users market, so the HX is not in direct contact with the end user. Within the prescribed time, HX as expected costs to design a power supply, after Huawei verify approval; and with Huawei’s products to market arrangements, HX Eligible power as planned; and the power will be stable performance on the end-user market, that is the maximum support for Huawei, Huawei will feel satisfied with the overall quality of services.Based on Huawei’s the above requirements, this paper will focus on this four-point: the cost,product quality, delivery and Huawei’s demand response speed. In order to we can meet the Huawei initial requirement about quality of service.Of course, we know that the quality of service be comprised by the technical quality of service, and quality and function, and image quality, and Moment of Truth, as well as the gap between perceived quality and expected quality embodied. This study is only the starting point of HX company’s quality of service system construction and try, the next study will focus on how to establish a set of evaluation index system, and empirical study the dimensions of service quality system, in order to improve the HX’s customer service quality. At the same time promoting the company’s transformation to a customer-oriented shift from production-oriented enterprise.更多还原