本文選題：公路客運(yùn)企業(yè) + 旅客服務(wù)��； 參考：《長(zhǎng)安大學(xué)》2015年碩士論文

【摘要】：近年來(lái),飛機(jī)、火車(chē)、動(dòng)車(chē)、高鐵等運(yùn)輸方式的多樣化使得我國(guó)公路客運(yùn)企業(yè)面臨巨大的挑戰(zhàn)和激烈的競(jìng)爭(zhēng)。因此,很多公路客運(yùn)企業(yè)都關(guān)注“多”和“好”,甚至投入大量資金希望能通過(guò)更多的方式、更好的服務(wù)來(lái)提升競(jìng)爭(zhēng)力,從而吸引旅客,但對(duì)于服務(wù)的“快”和“省”卻有所忽視,導(dǎo)致公路客運(yùn)服務(wù)效率不高、成本不減并且旅客滿(mǎn)意度下降。因此,公路客運(yùn)企業(yè)改善服務(wù)方式、減少浪費(fèi)、提高服務(wù)效率、提升服務(wù)質(zhì)量,從而增強(qiáng)競(jìng)爭(zhēng)能力是其良好持續(xù)發(fā)展的唯一選擇。精益服務(wù)是以旅客需求為導(dǎo)向,希望以較少的人力、資源等投入,能夠創(chuàng)造出更多的價(jià)值,與此同時(shí),旅客也得到了他們想要的東西。基于此,本文對(duì)公路客運(yùn)企業(yè)旅客精益服務(wù)進(jìn)行了研究。在以旅客視角出發(fā)的理念指導(dǎo)下,運(yùn)用“IPA”尋找關(guān)鍵問(wèn)題環(huán)節(jié),并利用服務(wù)流程圖、服務(wù)藍(lán)圖對(duì)公路客運(yùn)企業(yè)旅客服務(wù)關(guān)鍵環(huán)節(jié)進(jìn)行了流程及界面分析,發(fā)現(xiàn)其服務(wù)過(guò)程中的非增值活動(dòng)。本文通過(guò)研究發(fā)現(xiàn),在公路客運(yùn)企業(yè)中,主要存在著人力資源配置不合理、服務(wù)過(guò)程不合理、調(diào)度不科學(xué)、網(wǎng)絡(luò)售票服務(wù)能力不足、缺乏崗位標(biāo)準(zhǔn)化及員工系統(tǒng)培訓(xùn)問(wèn)題,這也是客運(yùn)站服務(wù)不“快”、成本不“省”、滿(mǎn)意度不“高”的原因。并針對(duì)這些分析結(jié)果進(jìn)行服務(wù)創(chuàng)新,從流程優(yōu)化、信息技術(shù)使用、新服務(wù)方式提供等方面提出了旅客服務(wù)精益化策略。
[Abstract]:In recent years, the diversification of transportation modes, such as aircraft, train, train, high-speed rail and so on, makes our country's highway passenger transport enterprises face huge challenges and fierce competition. Therefore, many highway passenger transport enterprises are concerned about "more" and "good", and even invest a lot of money in the hope that they can enhance their competitiveness through more ways and better services, thereby attracting passengers. However, the "speed" and "province" of the service are ignored, which leads to the low efficiency of the highway passenger service, the unabated cost and the decrease of the passenger satisfaction. Therefore, it is the only choice for highway passenger transport enterprises to improve their service mode, reduce waste, improve service efficiency, improve service quality and enhance their competitiveness. Lean service is based on passenger demand, hoping to create more value with less manpower, resources and so on, at the same time, tourists also get what they want. Based on this, this paper carries on the research to the highway passenger transport enterprise passenger lean service. Under the guidance of the concept of passenger view, using "IPA" to find key problems, and using service flow chart and service blueprint to analyze the flow and interface of the key links of passenger service in highway passenger transport enterprises. Discover the non-value-added activities in the service process. In this paper, it is found that in the highway passenger transport enterprises, there are some problems such as unreasonable allocation of human resources, unreasonable service process, unscientific scheduling, lack of network ticketing service capacity, lack of post standardization and systematic training of employees. This is also the passenger station service is not "fast", cost is not "save", satisfaction is not "high" reason. In view of these analysis results, the service innovation is carried out, and the lean strategy of passenger service is put forward from the aspects of process optimization, information technology usage, new service mode providing and so on.
【學(xué)位授予單位】：長(zhǎng)安大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類(lèi)號(hào)】：F272.92;F542.6

【參考文獻(xiàn)】

相關(guān)期刊論文 前3條

1 郭強(qiáng);;關(guān)于構(gòu)建精益旅游服務(wù)系統(tǒng)的理論探討[J];海南大學(xué)學(xué)報(bào)(人文社會(huì)科學(xué)版);2009年04期

2 趙向農(nóng);精益服務(wù):服務(wù)業(yè)提高持久競(jìng)爭(zhēng)力的基本選擇[J];經(jīng)濟(jì)體制改革;2005年02期

3 金典;金國(guó)強(qiáng);;基于精益六西格瑪?shù)姆⻊?wù)運(yùn)營(yíng)精確化管理創(chuàng)新研究——以上海電信降低話(huà)費(fèi)異議率為例[J];研究與發(fā)展管理;2006年05期

相關(guān)碩士學(xué)位論文 前2條

1 陳峰;高速鐵路行車(chē)調(diào)度工作負(fù)荷評(píng)估問(wèn)題研究[D];西南交通大學(xué);2013年

2 李博;山東DZ煙草公司精益服務(wù)模式構(gòu)建[D];中國(guó)海洋大學(xué);2012年

，

本文編號(hào)：1785976