摘要:生产运营作为一个运作层面的职能业务,支持企业总体竞争力水平
的形成与演变,改善和提高生产运营管理水平是获得企业竞争力的一个重要途
径,通过运作战略的运用,可以获得竞争者无法模仿的竞争优势。因此,对企
业的现场服务运营管理进行研究具有十分重要的意义。本文选取自己目前供职
的AX公司作为研究对象,以现场服务运营管理理论为基础,揭示出AX公司现
场服务运营存在的主要问题是:成本过高,员工满意度较低,客户满意度不高;
并有针对性地提出以下优化方案:有效控制运营成本;提高员工满意度,打造
高效服务团队;改善客户关系,提高其满意度。

关键词:AX公司现场服务运营管理
Graduate Student: Zhang Ming Teacher: Ding Mingxian
Abstract: Productions and operations of functioning as a dimension function
business, support enterprise overall competitive level formation and evolution, to
improve the productions management level is an important competitive way,
through the operations of strategy use, it can obtain the competitors can not imitate
competition advantage. Therefore, to the enterprise field services operations
management study has very important significance. This paper selects myself
serving at AX company as the research object, base on field service operations
management theory, it pointed out the AX company field services operating the
main problems are: high costs, employee satisfaction is low, customer satisfaction
is not high; and has proposed the following scheme: to effectively control the
operations costs; improve staff satisfaction, create highly efficient services team;
improve customer relationships and improve their degree of satisfaction.
Keywords: AX Company Field Services Operations Management
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