国外船舶配套企业服务模式及案例研究

After-Sales Service Mode and Case Study of Foreign Marine Equipment Enterprises

为提升国内船舶配套企业服务质量,打造全面完善的船舶配套企业服务体系,弥补当前国内对船舶配套企业服务模式研究的空白,以船舶配套企业服务模式为研究对象,通过案例分析的方法总结出当前船配企业的3类服务模式及特点,从而为国内船舶配套企业服务的提升提出优化建议。结果表明:国内船舶配套企业应当结合大数据技术优势,依据所处船舶配套设备的品类行业,选择并打造一套适合自身的船舶配套企业服务模式。对于生产运营产品性能要求高、维修难度较大的船舶配套企业而言,建议选择“自己干”模式或“混合模式”;而对于生产运营产品的零件多为需求大、门槛低的消耗件,且维修过程较为简单的船舶配套企业而言,建议选择“别人干”模式或“混合模式”。研究结果可为船舶配套企业服务体系的优化提升提供一定参考。

In order to improve the after-sales service quality and system of domestic marine equipment enterprises,and make up for the gaps in the current domestic research on the after-sales service mode of marine equipment enterprises,it takes the after-sales service mode of marine equipment enterprises as the research research objective,summarizes three types of after-sales service mode and characteristics of marine equipment enterprises through the method of case analysis,and puts forward suggestions on improving the after-sales service quality of domestic marine equipment enterprises.The results show that domestic marine equipment enterprises should combine the technical advantages of big data,and choose and build a suitable after-sales service mode according to the category industry.For marine equipment enterprises that manufacture and operate products with high performance requirements and high difficulty in maintenance,it is recommended to choose the"self operated"mode or the"hybrid mode".For marine equipment enterprises that manufacture and operate products with high demand,low threshold consumables,and relatively simple maintenance processes,it is recommended to choose the"others do"mode or the"hybrid mode".The research results can provide a certain reference for the optimization and improvement of the after-sales service system of marine equipment enterprises.