船企提升防范售后服务风险管理的研究

Research on the Improvement of After-sales Service Management for Risk Prevention in Shipbuilding Enterprises

近年来受船市环境影响,船厂在船舶建造及售后服务过程中面临的压力越来越大,售后服务由内外部因素造成的风险越来越多,部分风险甚至直接转化为经济损失。作者调研了一些船企并结合长期从事售后服务工作的经验和教训,运用防风险管理技术,从风险源、风险种类、风险应对和风险预防等方面开展研究,为船企提升售后服务风险应对能力提供参考。

In recent years,under the influence of ship market environment,shipyards are facing more and more pressure in the process of shipbuilding and after-sales service.There are more and more risks caused by internal and external factors in the after-sales service stage,and some risk points are even directly converted into real economic losses,the level of risk response has sounded the alarm bell for the production and operation of shipyards.Through the investigation of some shipbuilding enterprises,and based on the experience and lessons obtained in the longterm after-sales service work,this paper uses the technical thinking of risk prevention management to carry out research from the aspects of risk source,risk type,risk response and risk prevention,so as to provide reference for shipbuilding enterprises to enhance the risk response ability of after-sales service.