本文分析工程咨询企业应从仅提供设计设计方案、咨询报告或图纸,向提供
与设计咨询服务相关的其他附加服务转变的过程。这个过程进一步扩展,形成包
括服务、活动、知识、功能、效用和体验在内的一系列价值载体。首先,对目前
市场环境和背景进行阐述,对服务化概念、演进阶段、动力、实践经验等进行深
入研宄,分析目前工程咨询企业和工程咨询服务的特点,工程咨询服务化的趋势
和动向,从而明确服务化思路引入工程咨询企业的可能性。将服务化思路引入工
程咨询企业,强调关注顾客需求和客户参与式体验,有效挖掘工程价值链上的需
求,延长和创新价值链的同时,实现商业模式的改变和纵向整合的过程,工程咨
询企业能够了解和有效的管理客户期望和个性化需求,其结果是增强顾客满意度
和品牌忠诚度,最终目的是提高企业价值、顾客占有率和利润增长点。其次,本
文提出工程咨询服务化总体思路和方向,应围绕价值链创新、服务化纵向整合和
商业模式改进这三点来展开说明。由此,本文通过总体思路和方向的指引,明确
服务化策略,最终形成一套工程咨询服务化关键活动。本文最终研宄成果包括通
过应用信息技术,从提供单一的服务产品到由服务产品增值的其他服务;运用GIS
系统替代传统的问卷调研的形式,更智能、高效和精准的拿到所需信息,更直观
的分析数据;项目完工后对建筑全生命周期的跟踪和提醒,提供工程项目修葺和
改造服务;平台资源整合,提供整体解决方案;签署长期服务协议等。目的是简
化客户流程,提高效率,带来更好的顾客满意度与忠诚度,更重要的是建立了一
种区隔性的竞争优势。对于业主来说,节省了时间成本,把问题一站式解决,更
便捷高效
本文的创新点是将服务化思路首次引入工程咨询企业,通过这种理念拓展行
业和企业的发展。本人仅就现有所读书籍和文献,进行分析研宄,得出一系列的
路线活动,希望能给工程咨询企业的经营转型和持续发展一定的启发和帮助
关键词:服务化;工程咨询;创新
iii 北京交通大学硕士专业学位论文
ABSTRACT
ABSTRACT
With the advent of economic globalization and the information revolution, mainly
to rapid development of tertiary industries on a global scale, global economic models
from the economy shifting service economy. Consulting industry simply rely on
low price competition and establish the enterprise brand image means has been difficult
to form a lasting competitive advantage, and improve service quality and service
transformation are turned into the building industry, common strategic objectives.
Service (Servitization) is considered China&39;s engineering consulting industry in
transition the main directions and core values. And services value chain integration and
innovation, vertical integration strategy, business model design and optimization theory
and methods of deepening integration, innovation of engineering consulting industry is
the main line.
Engineering consulting firms should be analyzed in this paper provides only
designs designs, consultation reports, or drawings, design advisory services to provide
additional services related to other processes. This process is further expanded,
including services, activities, knowledge, capabilities, usefulness and experience a range
of value carrier. First of all, this article explains the background of the current market
environment and, service concept, evolution, motivation, experience, in-depth study,
analyzing the characteristics of engineering consulting and engineering consulting
services, engineering consulting services of trends and developments, so as to express
service introduced the possibility of engineering consulting industry. Will service of
thought introduced Engineering Advisory industry, stressed concern customer needs and
customer participation type experience, effective mining engineering value chain Shang
of needs, extended and innovation value chain of while, achieved commercial mode of
change and longitudinal integration of process, Engineering Advisory enterprise can
understand and effective of management customer expects and personalized needs, its
results is enhanced customer satisfaction degrees and brand loyalty degrees, eventually
purpose is improve enterprise value, and customer share and profit growth. Secondly,
the general idea and direction of engineering consultancy services proposed in this
paper, should focus on innovation, services, vertical value chain integration and
business model of improved three points to note. Thus, through the guidelines of
iv 北京交通大学硕士专业学位论文
ABSTRACT
general ideas and directions, service strategy, resulting in a set of engineering consulting
services key activities. Paper eventually research results including through application
information technology, from provides single of service products to by service products
value-added of other service; using GIS system alternative traditional of questionnaire
research of form, more intelligent, and efficient and precision of got by needed
information, more intuitive of analysis data; project completed on building full life
cycle of track and reminded, provides repair and transformation service; integration
resources, provides a station type overall solution programme; signed long-term service
agreement,. Articles with specific project experience in, for example, engineering
consulting company providing total solution is verified not only simplifying customer
processes, improve efficiency, better customer satisfaction and loyalty, more important
is to set up a separate competitive advantage. The owners, the overall solution is
saving time costs, one-stop solution to all the problems, more convenient and efficient.
Innovation of this paper is to service was first introduced to engineering consulting,
through this idea to expand the industry and enterprise development.
I will only read books and documents, analyses and studies, drew a series of course
activities, hoping to give senior engineering consulting industry managers and engineers
had some inspiration and help.
KEYWORDS: Servitization; Engineering Consultant; Innovation
V 北京交通大学硕士专业学位论文
目录
觀 III
ABSTRACT
IV
1雜 1
1.1研究背景与研究目的1.2国内外研宄现状1.2.1国外研宄现状1.2.2国内研究现状1.3研究内容、研宄方法和技术路线1.3.1研究内容1.3.2研究方法1.3.3研究重点、难点和创新点2工程咨询服务化领域和可能性2.1工程咨询和工程咨询服务的特点2.1.1工程咨询服务对象应为出资人和开发商2.1.2项目委托方式为公开招标和邀请招标2.1.3工程咨询服务范围广泛2.2工程咨询服务化的趋势和动向2.2.1市场需求从单一产品向产品服务系统转变2.2.2价值环节从设计为主向“研发+服务”为主转变2.3工程咨询服务化的可能性3工程咨询服务化总体思路和方向
21
3.1工程咨询服务化的方向
21
3.1.1工程咨询价值链的创新
22
3.1.2工程咨询服务化纵向整合
24
vi 北京交通大学硕士专业学位论文
3.1.3工程咨询商业模式优化
26
3.2工程咨询服务化的思路
27
3.2.1从传统设计服务到服务效能提升
28
3.2.2从提供单一服务到提供一站式整体解决方案
28
3.2.3从提供传统设计服务到拓展前期和后续服务范围
29
3.2.4从服务客户到贴近需求和关注客户体验
29
3.2.5从自我经营到协作共生
31
3.3本章小结
32
4工程咨询服务化的策略
33
4.1树立关注顾客需求的理念
33
4.1.1建立企业使命思维
34
4.1.2树立身份转换的意识
35
4.2加强客户体验管理
36
4.3增强技术、设计产品研发和运用的能力
37
4.4突出一站式整体解决方案的能力
38
4.5树立可持续发展理念
40
4.6增强市场营销与关系管理能力
40
4.7加快产业共生效应
40
4.8本章小结
41
5工程咨询企业服务化的活动和措施
42
5.1扩展增值服务
42
5.1.1为客户提供新的咨询理念
42
5.1.2积极开发新领域业务
43
5.1.3建立新技术、新产品的信息平台
44
5.2优化咨询商业模式
48
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