【作者】 石峰；

【导师】 郑兴山；

【作者基本信息】 上海交通大学 ， 工商管理（MBA）（专业学位）， 2015， 硕士

【摘要】 在制造业服务化的大浪潮下,越来越多的航空制造企业在利用自己的技术优势、品牌形象的基础上,实现了从单纯产品供应商到综合性解决方案供应商转变。以人为中心的制造业服务化强调重视客户的需求,通过向客户提供整体解决方案来实现。近十几年,随着航空修理企业的纷纷崛起,航空第三方修理服务也强势介入以前由原始设备制造商所牢牢把握的服务增值环节,更加加剧了市场的竞争。在以客户为主导的服务市场中,必须对客户的需求做出快速而有效的响应。因此,为了提高对运输类航空公司客户技术支援的响应速度和有效性,H国际公司航空航天集团旗下的全球技术运营就必须针对客户的不满意之处,找出根本原因,并进行有针对性的组织变革,以期提高服务质量,增强客户体验和增加客户粘性。本学位论文就以H国际公司航空航天集团全球技术运营的组织变革为主要研究问题,通过组织变革前后的组织架构和客户技术支援方式的对比,并对运输类航空公司客户及其他利益相关者满意度问卷调查结果和全球技术运营旗下工程师的访谈结果进行多角度分析,总结此次变革中存在的问题,然后利用所学的组织变革相关理论知识,分析问题的原因,进而提出此次组织变革地改进建议。论文最后对研究的结果进行了总结和展望。更多还原

【Abstract】 With the servitization in manufacturing industry,more and more aerospace manufacturing companies have transferred to the integrated solution provider from the component supplier,based on their own technical advantage and good brand image.The “people-oriented” manufacturing industry servitization focuses on the customer requirements.In the recent decade,the competition is fiercer and fiercer with the third part repair entities entering into the aerospace aftermarket service.The customer-focused market needs the prompt and effective response to customer’s requirements.In order to improve the response speed and effectivity,Global Technical Operation(GTO)of Aerospace Group in H International Company initiated an organizational change to address customer’s dissatisfactions.GTO would like to know what the customers were not satisfied with and to try to find the root cause,then work out the action plan to address them.They aim to improve service quality,enhance customer experience and increase user agglutinant.This MBA thesis takes the GTO organizational change of Aerospace Group in H International Company as example.It summarizes the problems in the organizational change by comparing the organization charts/customer technical support modes before and after the organizational change,by analyzing the results of customer satisfaction survey and GTO engineer interview result.After that,the improvement suggestions will be finalized,which are based on the problems we found and the theories we learned.In the end,the results of this study are also summarized and prospected.更多还原