公路客运企业旅客精益服务研究-企业管理专业论文.docx

I I PAGE PAGE IV 摘 要 近年来，飞机、火车、动车、高铁等运输方式的多样化使得我国公路客运企业面临 巨大的挑战和激烈的竞争。因此，很多公路客运企业都关注“多”和“好”，甚至投入 大量资金希望能通过更多的方式、更好的服务来提升竞争力，从而吸引旅客，但对于服 务的“快”和“省”却有所忽视，导致公路客运服务效率不高、成本不减并且旅客满意 度下降。因此，公路客运企业改善服务方式、减少浪费、提高服务效率、提升服务质量， 从而增强竞争能力是其良好持续发展的唯一选择。 精益服务是以旅客需求为导向，希望以较少的人力、资源等投入，能够创造出更多 的价值，与此同时，旅客也得到了他们想要的东西。基于此，本文对公路客运企业旅客 精益服务进行了研究。在以旅客视角出发的理念指导下，运用“IPA”寻找关键问题环 节，并利用服务流程图、服务蓝图对公路客运企业旅客服务关键环节进行了流程及界面 分析，发现其服务过程中的非增值活动。 本文通过研究发现，在公路客运企业中，主要存在着人力资源配置不合理、服务过 程不合理、调度不科学、网络售票服务能力不足、缺乏岗位标准化及员工系统培训问题， 这也是客运站服务不“快”、成本不“省”、满意度不“高”的原因。并针对这些分析结 果进行服务创新，从流程优化、信息技术使用、新服务方式提供等方面提出了旅客服务 精益化策略。 关键词：公路客运企业，旅客服务，精益服务，服务创新 Abstract In recent years, a variety of aircraft, trains, motor car, high-speed rail and other modes of transportation make our road passenger transport enterprises are facing great challenges and fierce competition. Therefore, many road passenger transport companies are concerned about the many and good or even want to invest a lot of money by way of more and better services to enhance competitiveness in order to attract tourists, but for the service of the fast and Save has been neglected, resulting in road passenger transport services is not efficient, cost unabated decline and drops the passenger satisfaction. Thus, road passenger transport enterprises to improve service, reduce waste, improve efficiency, improve service quality, thereby enhancing competitiveness is the only choice good for sustainable development. Lean passenger services are demand-driven, with less investment to create as much value, but also closer to the user, provide what they really want. Based on this, on the road passenger transport business travelers Lean service were studied. In order to guide the concept of passenger perspective, the use of IPA link to find the key issues, and utilize the services flowchart service road passenger transport enterprise blueprint for passenger service were key processes and interface analysis, found that the process of non-value added service activities. Throug