Application Study On Service Optimization For Power Plant Service Management Of DTC

In this great industrial age, with the highly developed science and technology and information, industry manufacture process level is increasingly close, the development of science and technology are making industry product quality and technology gap between enterprises, especially in the equipment manufacturing industry, many companies used to depend on advanced manufacturing technology and advanced production line of the manufacturing quality of advantage is not significant. Price, technology, quality and other traditional competitive advantage which help enterprises to win the market can’t keep for a long time. In product quality gap, market price transparency of the enterprise can only rely on high quality service, to increase additional value products, guarantee the product the overall efficacy of good play, to get the user’s approval. In traditional equipment manufacturing industry, in recent years, with the promotion of lean thinking, lean production and lean management tools have been applied in the product manufacturing and achieved great success. How to make the lean thinking and services together, the application of the concept of lean service to product/service management, improve customer satisfaction has become a key subject of business administration.In this paper, DTC is as the research object, the article discusses the lean service application in DTC power station service management. The full paper is divided into five parts, the first part introduced the paper research background and significance, and analysis the electric power equipment manufacturing industry status and development direction, in the current economic development under the new normal, put forward the lean service to the importance of enterprise development, put forward the content and structure of the paper. The second part of the paper detailed introduces the services and service quality, the origins of lean thinking and the relevant theories of lean manufacturing and services. The third part introduces the DTC plant management present situation, mainly introduces the DTC power station service development and service process. The fourth part through to the enterprise internal power service management research and user-oriented service effect research analysis, summarizes problems existing in the east steam power station service, puts forward the three major power station management lean service improvement objectives:service blueprint, work process optimization, site installation of standardized operation instruction. The fifth part the article using the service blueprint technology, value chain analysis, process management, lean management tools such as job responsibility matrix, standardized operations, three big improvement on lean service target has carried on the detailed analysis and improvement, set up a power station services business blueprint; Implements the power station service work process standardization; Compiled the turbine installation key process standardization work instruction, to regulate the installation process, improve the quality of service. Finally, through the analysis of customer satisfaction index in recent years, found in 2014 after implementing Service Optimization to promote customer satisfaction index compared with previous years have more apparent ascension, Service Optimization application success. Through the research on the application of Service Optimization, on the one hand, makes the enterprise service business process more smoothly, to improve service quality, on the other hand makes the lean thinking is deeply rooted in the hearts of the people, improve the service consciousness and quality of the service personnel.