DWF船舶技术服务公司业务运营管理案例研究
A Case Study On Business Operation Management of DWF Ship
Technical Service Company
Abstract
The shipping industry is connecting with the national economy and people's livelihood
closely, which undertakes 70% of the world's cargo transportation. The ship service industry is
the most important ways to maintain the operation and production of operating ships. It belongs
to both industry and service which is a powerful guarantee for the healthy development of
shipping enterprises. With the gradual reduction of entry barriers in the ship service industry in
recent years, all kinds of small and medium-sized enterprises have set up rapidly, resulting in
old ship service enterprises such as DWF ship technical service company facing unprecedented
market challenges. Under the background of increasingly picky customers and increasingly
fierce market competition, DWF company which is a leading enterprise in the industry, must
re-examine its market position and use advanced digital ideas to improve its strength from the
perspective of business operation mode and service innovation. Only in this way, the company
can maintain a good and healthy development momentum and continue to consolidate its
advantageous position in the industry.
Therefore, it takes the business operation management of DWF ship technical service
company as a research case and conducts extensive research on the company's management,
employees and customers by using the methods of interview, questionnaire and customer
survey according to the Business Process Management theory, Service Quality Model, Lean
Cost Management theory and Service Blueprint Model, combined with the characteristics of
ship technical service industry, it analyzes the main reasons for the problems existing in the
business operation management of the enterprise, then finds out the crux of the problem
through the interview and investigation with the enterprise managers and designs a set of
targeted improvement strategies combined with the relevant theories and the actual situation of
the enterprise, so as to provide a solid theoretical basis for the promotion of the competitive
advantage of the enterprise.
It is takes DWF ship technical service company as a case, through the sorting and analysis
of customer survey, combined with the interview and survey conclusions of enterprise
managers, it is found that the enterprise is now facing the problems of mismatch between
business profit margin and business growth, decline of customer satisfaction and serious
conflict of business operation resources. Further analysis shows that the main reasons for these
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大连理工大学专业学位硕士学位论文
problems are the low degree of business process, the poor coordination mechanism of business
resources, the poor control of business operation cost and the confusion of asset management in
the organizational process. Therefore, combining theory with practice, it puts forward targeted
improvement strategies according to the causes of the problems: first, resort out the enterprise's
business process and organizational structure, use the Business Process Management theory to
refine and standardize the business process; Second, use digital technology to establish an
information sharing platform and establish a multi-party coordination and sharing mechanism
of business; Third, use the Lean Cost Management theory to effectively control the business
operation cost; Fourth, find out the key elements of business process, build instructions and
requirements, standardize business management and realize the informatization of process
asset management through the integration of digital platform; Finally, through the technical
scheme design realizes digital management, improves the overall business operation and
management ability of the enterprise, brings high value-added services to customers and
improves the industrial ecological environment through the role of wind vane, so as to drive the
high-quality development of the whole ship service industry.
Key Words：Ship services; Process management theory; Lean cost management theory;
Digital management
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DWF船舶技术服务公司业务运营管理案例研究
目录
摘 要.............................................................................................................................I
Abstract ............................................................................................................................. II
1 绪论.............................................................................................................................. 1
1.1 研究背景........................................................................................................... 1
1.2 研究目标和方法 ............................................................................................... 2
1.2.1 研究目标................................................................................................ 2
1.2.2 研究方法................................................................................................ 2
1.3 案例研究设计................................................................................................... 3
1.3.1 案例对象选择........................................................................................ 3
1.3.2 调研设计................................................................................................ 4
1.4 研究内容结构和安排....................................................................................... 5
2 案例正文...................................................................................................................... 7
2.1 公司背景........................................................................................................... 7
2.1.1 公司概况................................................................................................ 7
2.1.2 公司业务................................................................................................ 8
2.1.3 市场情况................................................................................................ 8
2.1.4 组织架构与职责分工.......................................................................... 10
2.2 行业背景介绍................................................................................................. 11
2.2.1 行业特点.............................................................................................. 11
2.2.2 行业现状.............................................................................................. 12
2.2.3 行业竞争情况...................................................................................... 14
2.2.4 行业发展趋势...................................................................................... 15
2.3 公司业务运营管理现状................................................................................. 16
2.3.1 业务需求下发流程.............................................................................. 17
2.3.2 业务需求执行流程.............................................................................. 18
2.4 公司业务运营管理问题描述......................................................................... 20
2.4.1 业务利润率与业务增长不匹配.......................................................... 21
2.4.2 客户满意度下降.................................................................................. 23
2.4.3 业务运行多方冲突不断...................................................................... 24
3 案例分析.................................................................................................................... 26
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。。。以下略