Research On The Evaluation And Optimization Of Service System Of Shandong DQ Expressway Company Limited

In our country, there is no fixed or unified mode for expressway service management. Most of expressway enterprises cannot find a good solution when expressway service system has problems, because of lack of independent service evaluation system. This paper, with enterprise service theory, according o the industry characteristics of expressway, has set up an assessment index system that is suitable for expressway service.his paper takes Shandong DQ Expressway Company Ltd., for example, mainly using deductive method, questionnaire method, level analysis method and Delphi method, under the principle of combining theory and practice, to analyse the problems confronting the construction of company's service system. It has also built an assessment index and taken a quantitative analysing research on five aspects which are expressway charging service, information service, administration and repairing management, maintenance and greening service, construction and operating for service area. The solution of problems has been found out and come into practice in the DQ Company, with the achievement of a good result. The following are the three final conclusions。Firstly, analyse the DQ company expressway service system conditions and build expressway service evaluation index system, to provide basis for enterprise development managing decision; Secondly, by assessing and comparing service system, find out the difference and weakness and analyse the reason, and provide them to the expressway enterprise, so that it is convenient for enterprise to take actions to improve their service; Thirdly, guide DQ company to provide parameter of expressway service level on five aspects including expressway charging service, information service, road rescue management, maintenance and greening ervice, construction and operating for service area.This paper has discussed how to build expressway service system evaluation index by using service as a thread and service system evaluation index optimization as an entry point, which not only provides operable suggestions and instructions on running and managing an enterprise for Shandong DQ Expressway Company, LTD, but also practical cases for other expressway enterprises in our country.