Nanjing University of Aeronautics and Astronautics
The Graduate School
College of Economics and Management
Research on Business Process Improvement
of S Airline Route Maintenance
A Thesis in
Business Administration
by
Zhang Zhuliang
Advised by
Prof. Peng Can
Submitted in Partial Fulfillment
of the Requirements
for the Degree of
Master of Business Administration
March, 2018
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本人声明所呈交的硕士学位论文是本人在导师指导下进
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南京航空航天大学硕士学位论文
i
摘要
随着中国的经济水平和综合国力不断提高，中国民航业进入了一个快速发展的新阶段，航空
市场也进入了一个欣欣向荣的繁荣局面，各大航空公司之间的竞争也变得越来越激烈。随着航空
市场的竞争升温，市场对航空公司的时间、质量、成本、服务、环境等方面提出了更高的要求
S航空公司所在的机场近年来呈现井喷式发展，连续几年成为国内机场旅客吞吐量增长第一位
各大航空公司开始增加运力飞往S机场的航班，S航空公司作为当地唯一的基地航空公司，想要
在激烈的竞争中立于不败之地，公司就必须采用先进的管理方法，在应对机队和旅客运输量的快
速增长的同时，为乘客提供一个安全、及时、舒适的旅行服务。不断满足旅客的出行需求，提高
旅客对S航空公司的忠诚度，使得S航空在现在及将来面临的激烈竞争中处于优势地位
本论文主要聚焦于S航空公司的飞机维修部门，并将其航线维修流程作为主要研究对象。介
绍了航线维修流程的执行组织架构、流程主要内容以及与其配套的流程，并通过多个维度对航线
维修流程进行综合评价和对比，确定了航线维修流程优化的重要性和必要性
本文按照发现问题、分析问题和解决问题的总体思路对航线维修流程优化进行研究。论文列
举了多个航线维修工作典型案例，指出优化前的流程存在多方面的问题。通过对问题产生原因和
流程执行具体环节进行剖析，并对影响流程的内外因素进行全面分析，确定了流程优化的目标
在问题分析的基础上，运用流程优化的方法和原则，设计出航线维修流程的优化方案，并为部门
的流程管理提供优化建议。优化后的航线维修流程经过实际运行和多项数据对比，确认了优化后
流程在直接和间接效益上取得了较好的改进效果，提升了S航空公司的竞争力。同时，S航空公
司航线维修流程的优化方法和思路对国内其他民航维修单位同样具有借鉴意义
关键词：流程优化，航线维修，生产计划，航材保障，技术支援
S航空公司航线维修流程优化研究
ii
ABSTRACT
In pace with increasing of China's economic level and the comprehensive national strength,
China's civil aviation has stepped on a new stage of rapid development, the aviation market has
entered a flourishing prosperity, the competition between airlines is also becoming more and more
fierce. As the competition heats up in the aviation market, the market demands higher requirements on
the time, quality, cost, service and environment of the airline. In recent years, the airport of S city has
been developing well and has become the top passenger throughput in domestic airports for several
years. Major airlines flight to S airport began to increase capacity, S airlines as the only base in local
airlines, want to be in an impregnable position in the fierce competition, companies must adopt
advanced management methods, in responding to the fleet and the rapid growth of the passengers at
the same time, to provide a safe, timely and comfortable travel services for passengers. To meet the
needs of passengers and enhance the loyalty of passengers to S airlines, To push S airline in an
advantageous position in the fierce competition now and in the future.
This thesis mainly focuses on the aircraft maintenance department of S airlines, and takes its
route maintenance process as the main research object. This thesis introduces the organization
structure, main contents and matching processes, and makes evaluation and comparison of airline
maintenance processes through multiple dimensions, and determines the importance and necessity of
route maintenance process improvement.
This thesis studies the improvement of route maintenance process according to the general idea
of finding problems, analyzing problems and solving problems. This thesis enumerates the typical
cases, and points out many problems in the process before optimization. Through the analysis of the
causes of the problem, and the comprehensive analysis of the internal and external factors that affect
the process, the goal of the process optimization is determined. On the basis of problem analysis, we
design the improvement plan of route maintenance process. The improved process has been compared
with the actual operation and many data. It is confirmed that the improved process has better in direct
and indirect benefits, and has rise the competitiveness of S airline. At the same time, the improvement
methods are also of reference to other civil aviation maintenance units in China.
Keywords: Business process improvement, Route maintenance, Production planning, Material
support, Technical support。