發(fā)布時(shí)間：2018-01-14 15:10

  本文關(guān)鍵詞：以客戶(hù)滿(mǎn)意為導(dǎo)向的GL公司環(huán)境咨詢(xún)服務(wù)流程優(yōu)化研究　出處：《山東大學(xué)》2017年碩士論文　論文類(lèi)型：學(xué)位論文

  更多相關(guān)文章： 客戶(hù)滿(mǎn)意 服務(wù)流程優(yōu)化 環(huán)境咨詢(xún)服務(wù) 服務(wù)營(yíng)銷(xiāo)

【摘要】：伴隨著我國(guó)經(jīng)濟(jì)的快速增長(zhǎng)、環(huán)境污染問(wèn)題的日益突出、各級(jí)政府對(duì)環(huán)保工作的日益重視,環(huán)境保護(hù)產(chǎn)業(yè)發(fā)展迅猛。環(huán)境咨詢(xún)行業(yè)作為環(huán)境保護(hù)產(chǎn)業(yè)中的重要組成部分,也獲得了長(zhǎng)足的發(fā)展。無(wú)論是幫助政府部門(mén)制定環(huán)保政策、研究環(huán)保標(biāo)準(zhǔn),還是為企業(yè)提供環(huán)評(píng)、清潔生產(chǎn)等各種咨詢(xún),環(huán)境咨詢(xún)行業(yè)面臨著很好的發(fā)展機(jī)遇。由于歷史的原因,眾多環(huán)境咨詢(xún)服務(wù)機(jī)構(gòu)原依托或者隸屬于環(huán)保管理部門(mén),具備了一定的體制優(yōu)勢(shì)和市場(chǎng)渠道優(yōu)勢(shì),由此也造成了服務(wù)效率不高、客戶(hù)滿(mǎn)意度走低的問(wèn)題。但近年來(lái),伴隨著國(guó)家簡(jiǎn)化行政審批制度的改革,這些環(huán)境咨詢(xún)服務(wù)機(jī)構(gòu)從依托政府部門(mén)開(kāi)始脫鉤、改制,其原有的體制優(yōu)勢(shì)和市場(chǎng)渠道優(yōu)勢(shì)逐漸喪失,市場(chǎng)占有率也隨之下滑,企業(yè)競(jìng)爭(zhēng)力開(kāi)始削弱;并且隨著環(huán)境咨詢(xún)行業(yè)準(zhǔn)入門(mén)檻的逐步降低,越來(lái)越多的民營(yíng)環(huán)境咨詢(xún)服務(wù)機(jī)構(gòu)的進(jìn)入,原有的體制內(nèi)的環(huán)境咨詢(xún)服務(wù)機(jī)構(gòu)面臨著巨大的市場(chǎng)環(huán)境變化,不得不重新考慮自己的營(yíng)銷(xiāo)戰(zhàn)略,不得不開(kāi)始制定以客戶(hù)滿(mǎn)意為中心、以市場(chǎng)為導(dǎo)向、以服務(wù)流程改善為抓手的市場(chǎng)營(yíng)銷(xiāo)策略。以客戶(hù)為關(guān)注中心的客戶(hù)滿(mǎn)意理論研究在國(guó)外日趨成熟,國(guó)內(nèi)越來(lái)越多的企業(yè),也開(kāi)始接受這種理念。從7P服務(wù)營(yíng)銷(xiāo)組合策略中的"流程"出發(fā),運(yùn)用流程優(yōu)化理論,以客戶(hù)滿(mǎn)意為導(dǎo)向,在對(duì)企業(yè)管理架構(gòu)進(jìn)行變革的前提下,對(duì)企業(yè)的服務(wù)流程進(jìn)行優(yōu)化改造,進(jìn)而提升服務(wù)效率,增加客戶(hù)滿(mǎn)意度,最終增強(qiáng)企業(yè)的市場(chǎng)核心競(jìng)爭(zhēng)力。本文首先對(duì)客戶(hù)滿(mǎn)意理論、業(yè)務(wù)流程優(yōu)化理論和服務(wù)營(yíng)銷(xiāo)理論進(jìn)行了詳盡闡述,分析了我國(guó)環(huán)境咨詢(xún)行業(yè)的發(fā)展現(xiàn)狀、行業(yè)特點(diǎn)以及存在的問(wèn)題,并通過(guò)調(diào)研和訪談識(shí)別、判斷、分析了 GL公司環(huán)境咨詢(xún)服務(wù)在流程及與之相關(guān)的管理架構(gòu)上存在的問(wèn)題及產(chǎn)生的原因,提出環(huán)境咨詢(xún)業(yè)務(wù)進(jìn)行服務(wù)流程的優(yōu)化和管理架構(gòu)變革的必要性和緊迫性,隨后重點(diǎn)研究如何進(jìn)行服務(wù)流程優(yōu)化,探討了以客戶(hù)滿(mǎn)意為導(dǎo)向的服務(wù)流程優(yōu)化的方案,最后從管理架構(gòu)變革、加強(qiáng)團(tuán)隊(duì)文化建設(shè)等幾個(gè)方面為流程優(yōu)化提供保障措施。通過(guò)本文的研究分析以及對(duì)服務(wù)流程和配套的管理架構(gòu)變革的建議,將對(duì)改善GL公司環(huán)境咨詢(xún)服務(wù)的經(jīng)營(yíng)現(xiàn)狀,提高服務(wù)效率、實(shí)現(xiàn)客戶(hù)滿(mǎn)意,具有很好的借鑒意義。并且從整個(gè)國(guó)內(nèi)環(huán)境咨詢(xún)行業(yè)來(lái)講,通過(guò)進(jìn)行服務(wù)流程優(yōu)化,提高服務(wù)效率、實(shí)現(xiàn)客戶(hù)滿(mǎn)意、增強(qiáng)企市場(chǎng)競(jìng)爭(zhēng)力,也將會(huì)有積極的意義。
[Abstract]:With the rapid growth of China's economy, the problem of environmental pollution is becoming increasingly prominent, all levels of government attaches great importance to environmental protection work, the environmental protection industry is developing rapidly. The environmental consulting industry as an important part of the environmental protection industry, has achieved great development. Whether it is to help government departments to develop environmental policy, research on environmental standards or provide the EIA for the enterprise, cleaner production and other consulting, environmental consulting industry is facing good opportunities for development. Due to historical reasons, many environmental consulting services to environmental protection or relying on the original membership management department, has a certain advantage of system and market channel advantages, thus causing the customer service efficiency is not high. Lower satisfaction problem. But in recent years, along with the reform of the state to simplify the administrative examination and approval system, the environmental consulting services began to take off from relying on the government departments Hook, restructuring, the advantages of the original system and the market channel advantage is lost gradually, the market share will decline, began to weaken the competitiveness of enterprises; and reduces gradually along with the environmental consulting industry access threshold, into more and more private environmental consulting services, environmental consulting services in the original system is facing a huge market the environmental changes, to reconsider their own marketing strategy, to develop customer satisfaction as the center, take the market as the guidance, to improve the marketing strategy of service process as the starting point of the research on customer satisfaction theory. Take the customer as the center of attention is becoming more and more mature in foreign countries, more and more domestic enterprises have begun to accept the idea of starting. From the 7P service marketing strategy in the "process", the use of process optimization theory, customer satisfaction oriented, reasonable structure to change the enterprise management Under the premise, to optimize the enterprise service flow, and improve service efficiency, increase customer satisfaction, and ultimately enhance the core competitiveness of the enterprise market. Firstly, customer satisfaction theory, optimization theory and service marketing theory for a detailed explanation of the business process, analyzes the development status of environmental consulting industry in China, the characteristics of the industry and the existing problems, and through the investigation and interview recognition, judgment, analysis of the environmental consulting services company GL in the process and the related management structure of the problems and the causes, necessity and urgency of the reform of management structure optimization and service process put forward consulting business environment, then focuses on how to carry out service process optimization, discusses the customer satisfaction oriented service process optimization scheme, finally from the management structure reform, strengthen the team cultural construction etc. Aspects provide security measures for process optimization. Through the research and analysis of this paper and suggestions on the service process and supporting the management structure reform, the operating status of the environmental consulting services company GL, improve service efficiency, customer satisfaction, has a very good reference. And from the perspective of the domestic environmental consulting industry through the service process optimization, improve service efficiency, customer satisfaction, enhance the market competitiveness of enterprises, will also have a positive significance.

【學(xué)位授予單位】：山東大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F274;X324

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