【作者】 魏红杰；

【导师】 陈菊红；

【作者基本信息】 西安理工大学 ， 工商管理， 2003， 硕士

【摘要】 长期以来，在新疆石油管理局，井下作业作为一项原油生产的必需的辅助手段，一直被认为是原油生产的一个环节。因此，井下作业企业一直是以生产型的管理方式进行运作。近年来，随着井下作业单位从采油单位的逐步剥离，井下作业企业对原油生产企业的服务地位开始确立。尽管各井下作业企业已认识到“服务”的重要性，但囿于诸多因素的制约，并未能够建立起适应市场形势的服务运作机制。因此，面对激烈的市场竞争，各井下作业企业都不同程度地面临服务质量低下、顾客抱怨多、市场份额大幅萎缩、企业利润不断下滑的困难。 本文中笔者试图运用所学的企业管理和服务运作管理理论，从服务管理的角度，为解决该局井下服务单位运作过程中存在的问题，提高井下作业服务质量提供方案。希望能对整个新疆石油管理局引进现代化的管理理念，更好地开展服务运作起到一定的借鉴作用。 在本文中，笔者首先通过全面分析一服公司井下作业服务现状，找出该公司井下作业服务中所存在的具体问题，从满足顾客需要的角度出发，确定影响该公司井下作业服务质量的关键因素，然后，通过运用层次分析法，建立起一套符合企业实际的服务质量评价体系，对该公司的井下作业服务质量做出全面、科学、合理的评价，并验证了评价指标及方法的合理性。以此帮助一服公司对井下作业服务质量进行客观的评价。然后，针对评价体系中影响井下作业服务质量的因素，笔者联系自身在一服公司多年的工作经验，结合服务营销和服务运作的有关理论，从一服公司整体的角度逐一提出了改进方案和措施，并且对在方案实施过程中应该注意的实际问题进行了专门的论述，以保证方案实施的可行性和有效性。更多还原

【Abstract】 It has been a long time that downhole operation, a necessary and supplementary means for crude oil production, is regarded as a link in the oil production chain. So, downhole enterprises have been managed as that production units have been done all along. Recently, with downhole enterprises coming off from oil-extraction units, they begin to take the parts in which they serve for oil-extraction enterprises. Although these downhole enterprises admit the importance of service, they still cannot set up the system of service operation according to the changed market because of some limits to them. As a result, facing to the intense market competition, they are all confronted with such problems as low service quality, too many complaints from customers, shrinking market’s shares and declining revenue in some degree.In this thesis, the theories of the enterprise management and the service operation management are used to solve those above problems happened to the downhole enterprises in order to improve their downhole operation’s service quality. In that way, reference will be offered to the Xinjiang Petroleum Management Bureau, by which modern management ideas can be introduced to that bureau and better service will be provided to the oil-extraction units.At first, from the position of meeting customers’ needs, the key factors that influence the downhole operation’s service quality in the No.l Company of Engineering and Technology Service are found through analyzing thecompany’s present situation. Then, the Analytical Hierarchy Process is utilized to build up the assessing system combined with the company’s reality, which is aimed to make a complete, scientific and reasonable assessment for the downhole operation’s service quality. And the actual reasons that influence the service quality will be defined. Following that, the writer of this paper, taking the help of his past working experience in that company and the theories about the service marketing and the service operation, provide an overall program to improve that company’s service. The points need to be paid special attention in the course of reform also are mentioned, which ensures the improvement program and reform feasible and efficient.更多还原