1、華北電力大學工程碩士專業(yè)學位論文摘要2008年下半年以來，受經(jīng)濟危機的影響，我國用電量增速減緩，電源建設規(guī)模有所減少，隨著單機容量的增大，新建火力發(fā)電廠(簡稱火電廠)的數(shù)量也將減少，電力勘測設計市場競爭變得日異激烈。本文通過火電廠項目設計各階段分析，明確各階段服務主要內(nèi)容，論述火電廠項目設計售后服務流程，通過對售后服務收集的信息、顧客滿意度調(diào)查意見的統(tǒng)計分析結(jié)論，結(jié)合服務相關理論，應用服務質(zhì)量差距模型，找出火電廠項目設計全過程服務管理現(xiàn)

2、階段存在的問題，對應采取的管理措施進行了詳細論述并提出了有針對性的改進建議。關鍵詞:火電廠，設計，全過程，服務管理ABSTRACTThegrowththeeonstruetionratCSIZCofPowereonsumPtioninChinahasexPerienceddeeelerationandofPowerPlanthasbeenredueedsineetheseeondhalfof2008duetotheimPaetofeco

3、nomicerisis.WithinereasedbuiltthermalPowerPlantsurveyanddesignmarket(referredtoasTPP)willunitcaPaeity，thenumberofnewlybedeereased，andtheeleetriePower15suretobemoreandmoreeomPetitive.ThisPaperidentifiesthemainservieeeonte

4、ntsofvariousstagesandexPlainstheaftersaleservieeflowofthermalPowerPlantProjectdesignbyanalyzingthevariousstagesofthermalPowerPlantProjeetdesign.ItseeksouttheissuesinPresentstageofwholeProeessservicemanagementofthermalPow

5、erPlantdesignbyanalyzingtheinformationofaftersaleserviceandcustomersatisfaetionincombinationwiththerelatedservieetheyandServieeQualityModel.ThePaPeralsodiscussesindetailthemeasurestobetakenandcomesuPwithsomeeonereteimPro

6、vingadvices.HeYtllnan(ProjectManagement)DireetedbyProf.NiuDongxiaoKEYWORDS:thermalPowerPlant，design，wholeProeess，servieemanagement)華北電力大學工程碩士專業(yè)學位論文4.4.1重視顧客滿意度調(diào)查...........................................................

7、.................................……214.4.2確定測評模型.....................................................................................................……，.…224.4.3數(shù)據(jù)分析.......................................................

8、......……，……，........................................……224.4.4測評結(jié)論.....................……，...……‘..................................................……，.......……，......……234.4.5短板發(fā)現(xiàn)過程.........................................

9、..................................……244.4.6改進機會...............................................................................……，.......……254.5火電廠設計服務質(zhì)量差距問題總結(jié)..............................................................

10、..……26第五章火電廠項目設計服務管理改進措施................................................................……275.1做好需求管理，合理調(diào)配人力資源................................................................……275.1.1需求管理概論...............................

11、...........................................................……275.1.2加強人力資源管理..........................................……275.2提高設計水平，確保圖紙成品質(zhì)量................................................................……305.2.1加強責任心教育

12、，減少質(zhì)量通病、設計遺漏和差錯.................................……305.2.2加強溝通.................................……，.............................................................……325.2.3做好設計更改原因分析...........................................

13、...................……，...................……335.2.4不斷創(chuàng)新，提升設計技術(shù)水平..........................................................................……345.3努力提高服務水平，提高服務及時性，確保職能質(zhì)量................................……355.3.1及時派遣設計工代....

14、..........................................................……355.3.2及時處理現(xiàn)場問題.................................................................................................……355.3.3及時處理監(jiān)理意見單..............................

15、..............................................................……365.3.4顧客合理要求應予滿足..................................................，，……375.3.5現(xiàn)場工代應有全局觀念....................................................................

16、....................……375.3.6做好施工圖交底工作............................................................................................……385.4加強設計進度管理....................................……385.4.1明確進度要求........................

17、.........……，......................……385.4.2開展版次設計..................................……，............................……395.5增強服務意識，切實履行服務承諾................................................................……395.5.1優(yōu)質(zhì)服務，首先從企業(yè)內(nèi)

18、部的服務做起.............……，....................................……395.5.2切實履行服務承諾............................................................……395.5.3強化全壽命周期服務管理理念，建立工程產(chǎn)品全壽命檔案....................……405.6加強服務計劃控制，強化執(zhí)行能力.........

19、.......................................................……415.7與客戶共贏，建立戰(zhàn)略伙伴關系....................................................................……41第六章火電廠項目設計服務案例..........................................................