【作者】 冯翔；

【导师】 于渤；

【作者基本信息】 哈尔滨工业大学 ， 工商管理（专业学位）， 2023， 硕士

【摘要】 燃气轮机被誉为“制造业皇冠上的明珠”。我国在发电供电、海上石油开采、船舶动力等领域发展,受到燃气轮机技术制约。现阶段我国燃气轮机国产化程度低,研发生产企业存在设计创新多、生产制造难、产品要求高需求少的困难。通过检测中心为燃机制造企业提供完备的检测方案、准确及时的数据,帮助企业在生产制造过程中,发现问题,改进设计和工艺等。与燃机研制同类行业还有航空航天、武器装备、舰船制造等。提升检测中心服务质量,更好服务企业需求,帮助企业提升研发生产能力,提高市场竞争力,具有积极的现实意义。为同类高精尖制造业的检测中心服务质量改进提供了参照和借鉴。本文基于G检测中心检测服务质量现状,剖析服务对象类型与需求,对G检测中心现阶段服务对象开展服务满意度调查,了解检测服务中检测及时性、准确性、全面性、公正性、保密性的满意程度。针对发现的服务质量薄弱环节,开展服务对象和内部人员深入访谈,分析总结检测及时性、准确性、全面性薄弱成因。其成因可主要概括为设备管理、检测方法管理、人员监督管理不规范,业务流程不合理,人员等推靠现象严重。依据全面质量管理理论,运用质量体系管理方法、业务流程优化方法、人才激励方法,对G检测中心服务质量薄弱成因进行改进策略研究,提出服务质量改进方向。优化检测中心质量管理体系改善人员管理、设备管理、检测方法管理。业务流程优化提高信息传递效率,减少低效活动,填补流程空白。依据激励策略,细化岗位职责、优化绩效考核、开展薪酬激励、荣誉激励、发展激励活动,激发员工自我驱动力。并依据策略的制定,从制度、资金、文化、信息系统四方面提出策略实施的保障措施。更多还原

【Abstract】 Gas turbine is known as the “jewel in the crown of the manufacturing industry”.China’s development in power generation and supply,offshore oil extraction,marine motive power as well as many other energy and industrial fields is constrained by its gas turbine technological attainment.In fact,the manufacturing of gas turbines use d in China is highly unlocalized.RD&P enterprises are confronted with R&D design innovation overload,processing difficulties in manufacturing,less-attainable quality threshold,and low product demand.In response to the above issues,inspection centers can provide these RD&P enterprises with complete testing solutions,accurate test data,and extremely short testing duration,thus helping them:(i)identify problems in a timely manner,(ii)improve product design,(iii)adjust process pathways,etc.Taking a broader view over China’s current gas turbine RD&P landscape,it can be noticed that there are many similarly-natured industries,e.g.,aerospace,weaponry/armaments,shipbuilding,etc.Therefore,improving the service quality of inspection centers is,practically-speaking,significantly conducive in that it will not only better serve the needs of relevant enterprises but also help them enhance their RD&P capacity and market competitiveness.On the same note,carrying out research along this route can also provide references for the improvement of service quality at similar inspection centers serving high-precision and advanced manufacturing industries.In light of that,this study investigated the status quo of G Inspection Center’s service quality for Q Co.,Ltd.to analyze the types and demands of service recipients.A questionnaire survey was distributed to G’s current service recipients to assess their satisfaction and grasp the explicit indicators for their satisfaction towards the testing services,including timeliness,accuracy,comprehensiveness,impartiality,and confidentiality.To address the problems discovered with respect to service quality,the service recipients and staff at the center were interviewed in depth to summarize the underlying causes.Based on the interview results,analyze the causes of weakness in the timeliness,accuracy and comprehensiveness of testing,and make a conclusion of the causes.The causes are mainly summarized as non-standard equipment management,testing method management and personnel supervision management,unreasonable service processes and the phenomenon of serious staff prevarication.Based on the theory of total quality management,using several methods such as quality system management,process optimization and talent motivation,to carry out the improvement strategy research on the causes of weakness in the service quality of G Inspection Center,and clearly propose the improvement strategy of service quality.Improve personnel supervision,equipment management and testing method management by optimizing the quality management system of the inspection center.Improve the efficiency of information transmission,reduce inefficient activities in the entrustment process,and fill the gaps in the processes of a dding items by optimizing the business process.Refine job responsibilities,optimize performance appraisal,carry out salary incentives,honor incentives and develop incentives activities through incentive strategy,thereby stimulating the employee’s inner drive.Lastly,warranty measures were also put forward based on the above constructive suggestions,targeting the system/institution,funds,culture,and information system.更多还原