目前，中国市场正从“采购新梯”逐步向“维保服务”的阶段转移，因服务流程的 拖沓与混乱导致的企业资源浪费屡见不鲜，怎样提升产品与服务品质将成为众多企业面 临的首要挑战。本文正是基于如此背景，以X电梯公司服务体系为研究对象，对其进行 效率与创新的服务战略研究。 本文在开篇介绍了X电梯公司的背景及目的，阐述了课题来源。随后在第二章中介 绍了课题运用的相关理论和模型。在第三章中，从分析企业的外部环境入手，不同的角 度描述了电梯行业的宏观环境，以服务战略为基础的转型，提升客户价值并提高服务效 率，实现X电梯服务业绩目标，引领整个行业的技术革新。第四章分析了企业的内部环 境，对服务资源和服务管理现状加以分析，通过运用SWOT分析法进行了具体剖析，做 成了SWOT分析矩阵。第五章是对服务流程进行质量诊断与价值流分析，制定服务战略 的计划和实施控制，从而在有效分析过程之后，建设性的提出创新型的服务战略思路。 第六章提出了建立卓越服务理念、完善服务激励政策、精益服务流程、开展战略合作等 确保服务战略能够有效实施的保障措施。 通过本论文研究X电梯公司的服务战略，升级X电梯公司的服务模式，引领整个行 业的技术革新，提升客户价值并提高服务效率，最终达到为客户服务的质量提高，企业 服务成本与效益的比例合理。本论文旨在为X电梯服务战略提供一定的参考，并为其它 在制定服务战略的电梯企业提供借鉴。 关键词：战略管理；服务战略；服务效率；技术革新 X电梯公司服务战略研究 -II- ResearchonServiceStrategyofXElevatorCompany Abstract Atpresent,China'smarketisgraduallyshiftingfrom"purchasenewelevator"to "maintenanceservice".Thewasteofenterpriseresourcescausedbytheprocrastinationand confusionofserviceprocessiscommon.Howtoimprovethequalityofproductsandservices willbecometheprimarychallengeformanyenterprises.Basedonthisbackground,thispaper takestheservicesystemofXElevatorCompanyastheresearchobject,andstudiesitsservice strategyofefficiencyandinnovation. ThispaperintroducesthebackgroundandpurposeofXElevatorCompanyatthe beginning,andexpoundsthesourceofthesubject.Theninthesecondchapter,itintroduces thetheoryandmodelofthesubject.Inthethirdchapter,startingfromtheanalysisofthe externalenvironmentoftheenterprise,themacroenvironmentoftheelevatorindustryis describedfromdifferentperspectives.Thetransformationbasedontheservicestrategy improvescustomervalueandserviceefficiency,realizestheperformancegoalofXelevator serviceindustry,andleadsthetechnicalinnovationofthewholeindustry.Thefourthchapter analyzestheinternalenvironmentoftheenterprise,analyzesthecurrentsituationofservice resourcesandservicemanagement,andmakesaSWOTanalysismatrixbyusingSWOT analysismethod.Thefifthchapteristocarryoutqualitydiagnosisandvalueflowanalysisof serviceprocess,formulatetheplanandimplementationcontrolofservicestrategy,soasto constructivelyputforwardinnovativeservicestrategyideasaftertheeffectiveanalysis process.Thesixthchapterputsforwardtheguaranteemeasurestoensuretheeffective implementationofservicestrategy,suchasestablishingexcellentserviceconcept,improving serviceincentivepolicy,leanserviceprocess,anddevelopingstrategiccooperation. ThispaperstudiestheservicestrategyofXElevatorCompany,upgradestheservice modeofXElevatorCompany,leadsthetechnicalinnovationofthewholeindustry,improves customervalueandserviceefficiency,andfinallyachievestheimprovementofcustomer servicequality.Theratioofservicecostandbenefitisreasonable.Thepurposeofthispaper istoprovidesomereferenceforXelevatorservicestrategyandotherelevatorenterprisesin thedevelopmentofservicestrategy. KeyWords：Strategicmanagement;ServiceStrategy；ServiceEfficiency；Technological Innovation 大连理工大学专业学位硕士学位论文 -III- 目录 摘要.............................................................................................................................I Abstract..............................................................................................................................II 1绪论..............................................................................................................................1 1.1研究背景............................................................................................................1 1.1.1公司简介.................................................................................................1 1.1.2课题来源.................................................................................................4 1.2研究目的和意义................................................................................................4 1.3研究内容和方法................................................................................................4 1.3.1研究内容与框架.....................................................................................5 1.3.2研究方法.................................................................................................6 2相关理论综述..............................................................................................................8 2.1战略管理理论....................................................................................................8 2.2服务管理理论....................................................................................................9 2.2.1西方服务理论的发展历程...................................................................10 2.2.2国内研究现状.......................................................................................10 2.3PEST分析法...................................................................................................11 2.4波特五力分析模型..........................................................................................12 2.5SWOT分析模型.............................................................................................13 3X公司外部环境分析.................................................................................................14 3.1宏观环境分析..................................................................................................14 3.1.1政治环境...............................................................................................14 3.1.2经济环境...............................................................................................15 3.1.3社会环境...............................................................................................16 3.1.4技术环境...............................................................................................17 3.2行业环境分析..................................................................................................17 3.2.1供应商的议价能力...............................................................................18 3.2.2购买者的议价能力...............................................................................18 3.2.3潜在竞争者进入的能力.......................................................................18 3.2.4替代品的替代能力...............................................................................19 3.2.5行业内竞争者现在的竞争能力...........................................................19 4X公司服务内部环境分析.........................................................................................21 X电梯公司服务战略研究 -IV- 4.1X公司资源分析..............................................................................................21 4.1.1人力资源...............................................................................................22 4.1.2财务资源...............................................................................................23 4.1.3品牌影响力...........................................................................................23 4.2X公司服务管理现状分析..............................................................................24 4.2.1维保服务...............................................................................................24 4.2.2配件采购...............................................................................................26 4.2.3服务补救...............................................................................................27 4.3SWOT综合分析.............................................................................................27 4.3.1内部优势分析