Study On Enterprises Capabilities Based On Customer Value Creating Of Railway Freight

With the fierce competition and the coming of customer economic times, a sense of creating value for customers has been increasingly spreading in the whole enterprises. At the present dynamic circumstances and the times of maintaining the centre role of customers, researching the enterprises capability of creation customers value based on the railway freight has the important instruction meanings for the development of enterprises, such as how to more efficiently satisfy the needs and desire of customers for railway freight enterprises, supply the higher value service for customers and harmonize the relationship between customers value and enterprise value.(1) It has to make a model of recognized and evaluated customers perception value based on borrowing the present recognized element and evaluated methods of customer value in railway freight. Based on the steps and methods of recognized and evaluated customer perception value from this paper, it designs questionnaire of customer value element in railway freight; based on the pre-testing and formal testing, it analyses the recovery questionnaire. Above all, it makes the perception value measuring table, which is identified by the three latitude of the rail freight perceived quality, perceived relationship and loss-gain perception,7 factors,34 constitutes. It selects instance and uses "driver element of perspective figure" of Ulage to evaluate the customer value performance in Guangzhou Railway Company to get the most important factor sequence. Through analyzing the importance of each factor and drive elements and the state of application instance, it makes us know that Guangzhou Railway Company has existed the risk of losing customers.(2) Based on the research of the present capability system and structure, it defines the connotation of customer value creation capability system, deeply analyses the construction of capability system, summers up the various elements contained in the content and the ability to measure. From the research, it knows that customer value creation enterprise capability is a capability system consisted of various elements connected with some relation. This system consists of four parts (information capability, core capability, network capability and dynamic capability) and 9 large dimensions.(3) Based on the selection of evaluated model, it uses the information entropy theory and unascertained measure theory to structure evaluated model of unascertained measure of customer value creation capability. Through actually evaluated customer value creation capability of Guangzhou Railway Company to get the customer value creation capability of Guangzhou Railway Company and evaluation level corresponded to various capability elements. Thus it can infer that the current customer value creation value capability of Guangzhou Railway Company is in middle level and the future capability is weak.(4) By drawing on the Cobb-Douglas production function model, it structures the production function model of customer value creation capability. On this basis, it researches promotion mechanism of customer value creation capability; it gets that the development of customer value is the ability to enhance the customer value creation external driving force; it points out the direction to promote the customer value creation capability from two aspects (promotion the level of enterprise capability element and the drive development of customer value needs). The promotion and joint development of enterprise element is the internal motivation to promote the customer value creation capability, which decides to the size and the height of customer value creation capability. Finally, the paper discusses the methods of promotion railway enterprises value creation capability. It points out the concrete measures to promote the enterprise value creation capability, construct centralized customer database, develop electronic commerce, implement the employee management to customer value, and optimize the interior structure based on customer integration resources, operation management and customer value management, foster the centre culture of customer, strengthen customer relationship management and network planning and management, establish mechanisms for learning and innovation.