【作者】 刘陈辰；

【导师】 韩景元； 管志安；

【作者基本信息】 河北科技大学 ， 工业工程， 2010， 硕士

【摘要】 本论文通过对Z公司目前正在上线运营的《Z游记网络服务平台》的服务运营系统进行优化工程研究,对Z公司服务运营系统的策略分析、资源配置进行系统整合,将Z公司原有的服务运营模式与现代化的信息管理模式互相融合,将所学理论与考察相结合,借助信息技术为Z公司的服务运营管理系统进行设计,提出的各个服务系统与模块的优化方案,为公司的服务人员提供简单实用的标准化服务工具,并根据Z公司的服务运营特点建立相应的客户满意测评标准,帮助公司在短时间内更好的提升服务质量,完成简单有效的绩效考核。企业内部管理制度规范化的同时也加强了企业与客户之间的沟通与协调水平。Z公司是一家私营性质的中小型IT企业,由于之前Z公司在服务运营方面的投入力度有限,导致现阶段Z公司的服务运营状况已经不能满足公司接下来的发展,所以作者有充分的实践和发展空间以及大量的现实数据作为论文的数据基础,论文的写作具有一定的现实意义。本次论文的写作,作者将理论与实际情况紧密结合起来。通过运用信息技术对Z公司的服务运营系统进行优化与升级,建立合理实用的绩效考核机能,由此大量提高Z公司面向客户的服务速度,降低了服务成本,使Z公司在经营成本、绩效考核、内部协调和应变能力等方面产生质的突破,使得Z公司的公司管理者可以用更多的精力去专注于客户服务质量的提升,从而提高顾客满意度。更多还原

【Abstract】 Based on the Z company,it currently online operation of the travel network service platform of Z co. to optimize the service operation system of engineering services company operating system of Z co. strategy analysis, system integration, the allocation of resources to the original service company Z operating mode and modern management mode of information fusion, theory and practice, combining with practi with each service system for the optimization scheme, module provides the service company of simple practical tools, and standardized service according to company’s service operation characteristics of Z co. to establish the corresponding evaluation standard, help customer satisfaction in short time of the maximization of improving the quality of service, simple and effective performance evaluation.Z co. is a private nature of small and medium enterprises IT.cause the previous limited inputs on service operation,so the current situation lead to unable to satisfy the company future development. so author has enough practice, the space for development and huge real data as the paper’s basic data,has somewhat practical significance.Author have a lot of practical experience and a large number of real data as the basis of this thesis,the content is true.Through this research, Author will integratetheory with practice. Author have a lot of practical experience and a large number of real data as the basis of this thesis,the content is true.Through this research, Author will integratetheory with practice closely.This mass ascent Z co. customer service oriented, reduce the speed of service cost, operation cost, in Z co. coordinate and performance evaluation, the internal strain capacity, qualitative aspects that produced the company managers can be Z co. with more energy to focus on customer service quality,so as to improve customer satisfaction.更多还原