民机制造商客户服务快速响应流程与标准研究

发布时间：2017-12-31 01:36

本文关键词：民机制造商客户服务快速响应流程与标准研究　出处：《中国民航大学》2017年硕士论文　论文类型：学位论文

【摘要】：近年来我国民机新机交付量呈逐年递增趋势,我国的民机需求及民机制造市场有较大的空间。但我国的民机制造业目前还处于“重产品而轻服务”的发展阶段,建立新型的客户服务理念和着眼全球的市场理念已经迫在眉睫。本文着眼于研究民机制造商客户服务快速响应的工作流程和标准化管理过程,为我国民机制造商建立客户服务快速响应体系和推进快速响应中心标准化建设提供理论依据和参考。利用逻辑分析的思想建立了民机制造商快速响应客户服务体系,明确了快速响应中心的服务内容及服务工作流程;从客户要求、航业法规等方面阐述了快速响应客户服务的基本要求,分析了可适用于客户服务快速响应流程及标准的相关理论和实施原则。研究了客户服务流程设计的目标、原则、设计程序及方法,明确了客户满意度是流程设计的主要目标和原则,确定了本次客户服务快速响应流程设计的程序为包括:流程目标设定、流程诊断、流程设计、流程再造、动态改造五个方面;运用SIPOC(Supplier Input Process Output Customer)模型对现阶段已有的应急支援启动工程进行了流程设计再造,并基于有向图的工作流过程模型建立并设计出新的流程。基于流程节点分析方法、系统工程思想和六西格玛逻辑分析方法,建立了流程优化分析模型,利用分析模型对民用飞机外场信息送报体系工作流程进行了研究,提出了相应的评价指标体系;利用多层次分析法并结合专家意见,给出了飞机外场信息体系下各评价指标的权重,结合德尔菲法确定了评价指标的模糊关系矩阵;通过多层次模糊综合评价方法对外场信息送报体系进行了成熟度等级评价,确定其体系成熟度等级;针对需要改进的节点提出了持续改进意见,对于这些优化意见设计成调查问卷,利用德尔菲法和信度统计并结合SPSS软件分析统计数据,分析并给出科学的优化改进措施。采用程序化方法对整个民机服务工作流程进行了标准化处理,利用VISIO软件程序流程图表示了快速响应标准系统各个标准中的业务逻辑关系,构建出的快速响应标准体系可应用在民机企业实施数字化系统之中。
[Abstract]:In recent years, China's civil aircraft deliveries of new aircraft is increasing year by year, China's civil aircraft manufacturing market demand and a larger space. But the civil aircraft manufacturing industry in China is still in the development stage of heavy and light service ", to establish a new concept of customer service and focus on the global market concept is imminent this paper focuses on the research of civil aircraft manufacturers. Fast response customer service workflow and standardized management process, for China's manufacturers to establish a customer service system and promote the rapid response of the rapid response center standardization construction to provide theoretical basis and reference. The manufacturers established a rapid response to customer service system based on logic analysis, the fast response the service contents and service center workflow; from customer requirements, aviation industry and describes the basic requirements of rapid response to customer service, The analysis can be applied to the fast response theory of customer service processes and standards and the implementation principle. The principle of customer service process design goals, design procedures and methods, the customer satisfaction is the main objectives and principles of process design, determine the customer service process of rapid response design program to include: the process of goal setting, process diagnosis, process design, process reengineering, dynamic transformation of five aspects; the use of SIPOC (Supplier Input Process Output Customer) model for emergency support of existing engineering of start process reengineering, and workflow process model based on directed graph is established and design a new process. The process analysis method nodes based on the idea of system engineering and six sigma logic analysis method, establish the analysis model of process optimization, using an analytical model for civil aircraft to send the information in field Report system work flow is studied, and put forward the corresponding evaluation index system; analysis method combined with expert opinion using the multi-level, the weight of aircraft field information system evaluation indexes are given, with Delphy Fa to determine the fuzzy relation matrix of evaluation index; fuzzy comprehensive evaluation method through multiple levels of maturity level evaluation the field information delivery system, determine the maturity level of the system; according to the improved node is proposed for continuous improvement, for the optimization design questionnaires, using Delphy Fa and reliability statistics and statistical analysis with SPSS software, analysis and give scientific optimization measures. The program of the whole civil service work the process of standardization, the use of VISIO software program flow chart is a fast response system in various standard Business logic, fast response standard system constructs can be used to implement digital system in the aircraft company.

【学位授予单位】：中国民航大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F426.5;F274;V268

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