火電廠項(xiàng)目設(shè)計(jì)全過程服務(wù)管理研究.pdf

1、華北電力大學(xué)工程碩士專業(yè)學(xué)位論文摘要2008年下半年以來，受經(jīng)濟(jì)危機(jī)的影響，我國用電量增速減緩，電源建設(shè)規(guī)模有所減少，隨著單機(jī)容量的增大，新建火力發(fā)電廠(簡稱火電廠)的數(shù)量也將減少，電力勘測設(shè)計(jì)市場競爭變得日異激烈。本文通過火電廠項(xiàng)目設(shè)計(jì)各階段分析，明確各階段服務(wù)主要內(nèi)容，論述火電廠項(xiàng)目設(shè)計(jì)售后服務(wù)流程，通過對售后服務(wù)收集的信息、顧客滿意度調(diào)查意見的統(tǒng)計(jì)分析結(jié)論，結(jié)合服務(wù)相關(guān)理論，應(yīng)用服務(wù)質(zhì)量差距模型，找出火電廠項(xiàng)目設(shè)計(jì)全過程服務(wù)管理現(xiàn)

2、階段存在的問題，對應(yīng)采取的管理措施進(jìn)行了詳細(xì)論述并提出了有針對性的改進(jìn)建議。關(guān)鍵詞:火電廠，設(shè)計(jì)，全過程，服務(wù)管理ABSTRACTThegrowththeeonstruetionratCSIZCofPowereonsumPtioninChinahasexPerienceddeeelerationandofPowerPlanthasbeenredueedsineetheseeondhalfof2008duetotheimPaetofeco

3、nomicerisis.WithinereasedbuiltthermalPowerPlantsurveyanddesignmarket(referredtoasTPP)willunitcaPaeity，thenumberofnewlybedeereased，andtheeleetriePower15suretobemoreandmoreeomPetitive.ThisPaperidentifiesthemainservieeeonte

4、ntsofvariousstagesandexPlainstheaftersaleservieeflowofthermalPowerPlantProjectdesignbyanalyzingthevariousstagesofthermalPowerPlantProjeetdesign.ItseeksouttheissuesinPresentstageofwholeProeessservicemanagementofthermalPow

5、erPlantdesignbyanalyzingtheinformationofaftersaleserviceandcustomersatisfaetionincombinationwiththerelatedservieetheyandServieeQualityModel.ThePaPeralsodiscussesindetailthemeasurestobetakenandcomesuPwithsomeeonereteimPro

6、vingadvices.HeYtllnan(ProjectManagement)DireetedbyProf.NiuDongxiaoKEYWORDS:thermalPowerPlant，design，wholeProeess，servieemanagement)華北電力大學(xué)工程碩士專業(yè)學(xué)位論文4.4.1重視顧客滿意度調(diào)查...........................................................

7、.................................……214.4.2確定測評模型.....................................................................................................……，.…224.4.3數(shù)據(jù)分析.......................................................

8、......……，……，........................................……224.4.4測評結(jié)論.....................……，...……‘..................................................……，.......……，......……234.4.5短板發(fā)現(xiàn)過程.........................................

9、..................................……244.4.6改進(jìn)機(jī)會...............................................................................……，.......……254.5火電廠設(shè)計(jì)服務(wù)質(zhì)量差距問題總結(jié)..............................................................

10、..……26第五章火電廠項(xiàng)目設(shè)計(jì)服務(wù)管理改進(jìn)措施................................................................……275.1做好需求管理，合理調(diào)配人力資源................................................................……275.1.1需求管理概論...............................

11、...........................................................……275.1.2加強(qiáng)人力資源管理..........................................……275.2提高設(shè)計(jì)水平，確保圖紙成品質(zhì)量................................................................……305.2.1加強(qiáng)責(zé)任心教育

12、，減少質(zhì)量通病、設(shè)計(jì)遺漏和差錯.................................……305.2.2加強(qiáng)溝通.................................……，.............................................................……325.2.3做好設(shè)計(jì)更改原因分析...........................................

13、...................……，...................……335.2.4不斷創(chuàng)新，提升設(shè)計(jì)技術(shù)水平..........................................................................……345.3努力提高服務(wù)水平，提高服務(wù)及時(shí)性，確保職能質(zhì)量................................……355.3.1及時(shí)派遣設(shè)計(jì)工代....

14、..........................................................……355.3.2及時(shí)處理現(xiàn)場問題.................................................................................................……355.3.3及時(shí)處理監(jiān)理意見單..............................

15、..............................................................……365.3.4顧客合理要求應(yīng)予滿足..................................................，，……375.3.5現(xiàn)場工代應(yīng)有全局觀念....................................................................

16、....................……375.3.6做好施工圖交底工作............................................................................................……385.4加強(qiáng)設(shè)計(jì)進(jìn)度管理....................................……385.4.1明確進(jìn)度要求........................

17、.........……，......................……385.4.2開展版次設(shè)計(jì)..................................……，............................……395.5增強(qiáng)服務(wù)意識，切實(shí)履行服務(wù)承諾................................................................……395.5.1優(yōu)質(zhì)服務(wù)，首先從企業(yè)內(nèi)

18、部的服務(wù)做起.............……，....................................……395.5.2切實(shí)履行服務(wù)承諾............................................................……395.5.3強(qiáng)化全壽命周期服務(wù)管理理念，建立工程產(chǎn)品全壽命檔案....................……405.6加強(qiáng)服務(wù)計(jì)劃控制，強(qiáng)化執(zhí)行能力.........

19、.......................................................……415.7與客戶共贏，建立戰(zhàn)略伙伴關(guān)系....................................................................……41第六章火電廠項(xiàng)目設(shè)計(jì)服務(wù)案例..........................................................