中文摘要
当今,电梯作为垂直方向的交通运输工具,在公共场所和高层建筑已经成为
重要的不可缺少的建筑设备。在中国,电梯行业的发展以每年高于20%的速度增长,
而要想让这个行业持续健康稳定增长,必须解决目前存在的电梯后期管理和服务
问题;加强电梯后期服务业务管理,使电梯维修保养服务逐渐成为企业新的利润
增长点,已成为电梯行业未来的发展方向
OT电梯公司一直致力于电梯的设计、研发、制造、安装、维保以及现代化更
新改造电扶梯等运输系统。面对日趋激烈的维保服务业竞争,0T电梯公司如何加
强服务管理并保持自身优势,维持自有品牌客户并获得企业利润增长,是企业迫
切解决的问题
本文基于企业服务管理策略研究的框架和方法,通过对服务设计、服务补救
措施等相关理论的分析,结合0T电梯公司的实际服务情况,以服务利润链为主线,
运用PEST分析、SWOT分析等方法对国内电梯维修服务行业以及0T电梯公司服务
管理现状进行分析,同时指出了 0T电梯公司服务管理中上存在的主要问题
针对0T电梯公司目前存在的主要问题,提出0T电梯公司服务管理策略。首
先,电梯维保公司加强公司现场服务人员的管理、有效控制服务质量,同时应该
将公司目标与现场员工相结合,便于跟踪每位员工的情况,及时绩效考核,建立
激励措施与员工目标的相互统一,有利于实现个人目标与企业目标的双赢。其次,
在客户服务需求多样的时代,了解客户、分析客户,并选择合适的目标客户,对
于公司控制无关浪费,实现业绩增长具有重要作用;最后,在为顾客提供服务的
过程中,难免会出现错误和失败,从而导致了客户的不满和忠诚度降低,在此情
况下,我们应该及时采取服务补救措施挽回即将流失的客户,改进我们的服务质
量。实施服务补救策略,实行客户投诉管理以及投诉信息分析机制,建立一套有
效的服务补救流程,有利于改善业务能力,提高客户的忠诚度和满意度
通过制定0T电梯公司服务管理策略的顺利实施,使0T电梯公司在激烈的电
梯服务竞争环境中取得成功,为企业创造更大的利润空间
关键词:0T电梯;服务管理;服务利润
ABSTRACT
Nowdays, elevators has become an important indispensable construction
equipment,which used for vertical transportation tools in public places and tall
buildings .In China, the development of elevator industry rising at an annual rate of
over 20%,and to make continued healthy and stable growth, the industry must
tackle existing elevator management and service in the late; The management of late
elevator services business,make the elevator maintenance service gradually become
enterprise new profit growth point, has become the direction of elevator industry's
future development.
OT elevator company has been committed to the design of the elevator,
research and development, manufacture, installation,maintenance, and upgrades the
escalator modernization transportation system. In the face of increasing competition
in the maintenance services,how to strengthen the management of services and
maintain their own advantages, to maintain own brand customer and corporate profit
growth, is an urgently problem of the enterprise of named OT elevator company.
Based on enterprise service management strategy framework and methods of
the study, by means of service design, service remedy and the correlative theory of
analysis, combined with the actual service situation of OT elevator company,
regarding service profit chain as the main line, using the method of PEST analysis,
SWOT analysis to analyse the domestic elevator maintenance service industry and
OT elevator company service management present situation,at the same time points
out the main problems of upper middle,.
Aiming at the main problems in the elevator service management of OT
company, we put forward the service management strategy of the OT elevator
company and formulate strategies smooth implementation of the protection
scheme. First, the elevator maintenance company to strengthen the management of
the company's field service personnel, effective control of the quality of service, and
the company's goals should be combined with on-site staff to facilitate the tracking
of each employee, timely performance appraisal to establish incentives and
employee goals with each other uniform, a win-win situation conducive to the
realization of personal goals with corporate goals. Secondly, in the era of diverse
customer service needs to understand the customer, analyzing customer and choose
the right target customers, has an important role to achieve performance growth
control independent of wasted; Finally, in the process of providing services to
customers, there will inevitably be mistakes and failures, resulting in lower customer
dissatisfaction and loyalty, in this case, we should take timely services remedial
measures to restore the upcoming loss of customers,improve our quality of service.
Implementation of service recovery strategy, the implementation of the management
of customer complaints, and complaint information analysis mechanism, establish
an effective service recovery process, will help to improve the operational capacity,
improve customer loyalty and satisfaction;
Through the development of the smooth implementation of the OT elevator
service management strategy, so OT elevator company to succeed in the fierce
competitive environment in the elevator service, create greater profits for the
enterprise space.
Key words: OT Elevator ; Service Management ; Services for profit
第1章绪论
1.1选题背景与研究意义
1.1.1选题背景
随着经济高速发展,电梯作为建筑中垂直方向的交通运输工具,已经逐渐成
为重要的建筑设备而不可缺少。近几年在国内,电梯行业取得了飞速发展,电梯
年产量、电梯在使用量、以及每年增加的幅度均为世界第一。1999-2009年期间我
国电梯产量年均复合增长率平均为23. 3%,在2009年我国电梯市场总产量已经超
过了 22万台。2010年我国电梯产量为36. 5万台,年产值约为800亿元。即使在
2011年,虽然受到房地产政策影响,但是大规模的保障房建设却不断促成了电梯
采购大单,从千万元时代逐渐迈进亿元大关。2011年我国电梯产销量约45万台,
相比2010年增长幅度约23%,全国电梯保有量达200万台左右
电梯产销量高速增长,但是由于我国人口基数较大,尽管市场需求远未达到
饱和,我国电梯需求还有很大的提升空间,并由一线城市向二三线城市发展。预
计未来几年我国电梯保有量达到600万台后才接近饱和状态。这也就意味着,未
来我国至少还有400万台左右的电梯需求。另外加上使用年限较长的老旧电梯逐
步淘汰落后,因此不断产生了更新改造升级的需求,改造升级空间巨大,同时推
动了电梯行业持续高速发展
近几年,奥的斯、三菱、迅达等多家世界品牌在国内取得了快速的发展,同
时国产品牌也在取得了一定的发展空间,国内电梯市场竞争趋于激烈。虽然电梯
行业高速增长,但是屯梯专业化、项目大型高档化、客户需求提高,这些市场特
征和竞争趋势,导致用户对电梯本身的服务需求深入化、柔性化,用户对电梯生
产厂商的产品使用功能以及后期电梯运行过程中安全可靠、以及后期维保服务水
平不断提高,这对电梯企业的从设计、生产、安装、以及后期服务人员的素质、
服务意识、以及完善的服务管理体系及电梯服务管理能力提出了前所未有的挑战
一般情况下,电梯生产厂商对电梯自初始政府年检合格之「-1起提供1年的免
费维护保养工作;免保结束以后,设备使用单位需与具有资质的电梯维保公司签