大连理工大学专业学位硕士学位论文
摘
要
在经济社会迅速发展的时代背景下，保持企业的市场竞争力成为了一个企业关注的
重点。其中，服务早已成为各个欧亿·体育（中国）有限公司获得核心竞争力的有力武器。优质的服务能够获得
顾客良好反馈，树立企业良好形象，增加企业软实力，使企业得到长足发展。供水是民
生工程的重要组成部分，是城市得以生存和发展的基础。而C市水务公司区域市场垄断
的运作模式缺乏外部竞争环境，使得整体服务与客户需求还存在差距。
本文以C市水务公司为研究对象，通过深入学习服务及供水欧亿·体育（中国）有限公司服务的相关理论，
对C市水务公司的供水服务现状进行走访、问卷调查，严格按照找出问题、剖析问题、
解决问题思路展开研究。首先，运用供水服务管理模型和SERVQUAL模型设计问卷调查A
《C市水务公司供水服务满意度调查问卷》及问卷调查B《C市水务公司供水服务能力调
查问卷》，运用图形分析法对问卷进行数据统计，结合采用实地调研法、公司员工访问
法等分析法对供水服务管理的七个维度进行全面分析。接着，通过分析得到C市水务公
司供水服务存在以下四个方面问题：老城区水质有气味、杂质、颜色偏黄；新开发区水
压不稳定、计划停水预告时间不充分及管道抢修不及时；小区物业代收水费高于实际水
费和老城区水费计量不准确；业务办理流程复杂、耗时。而后，采用鱼骨图分析问题产
生的根本原因是：老城区供水管理不统一、新开发区供水管网管控不全面、营业收费及
水费计量管理粗放、业务流程复杂以及服务能力不足。最后，运用4M1E、精益管理、流
程改进等方法，并结合公司实际提出切实有效的供水服务改进策略。为确保提出的供水
服务改进策略能够有效落地执行，本文还从绩效管理、信息技术、企业文化等层面提出
了保障措施。
对C市水务公司供水服务存在的问题，本文提出了切实可行的供水服务改进策略，
以增强企业的服务能力，改善用水户的服务体验，提升企业的正面形象。同时，也为存
在类似服务问题的水务企业提供可参考的解决策略。
关键词：服务；供水服务；改进策略
-I-

C市水务公司供水服务改进研究
The Research on Improvement of Water Supply Service of
the Water Corporation in C City
Abstract
The progress of social and economic makes it more important for companies to keep
their competitive capabilities in the market, and services have become a powerful tool to
compete in all sectors. The good service has been a good response from customers. It has
been a good picture of the company's growing in the long run. Water supply is a fundamental
component of the survival and urban development. However, the operation mode of regional
market monopoly of the Water Corporation in C City lacks external competitive environment,
so there is still a gap between the overall service and customer demand.
The Water Company in C city is taken as the research object. The content of this thesis is
to improve the water supply services of the Water Company in C city based on the full
comprehension of service of the water industry and general conditions of the water company
are concluded.This study will be formed by putting forward, analyzing and working out issues.
First, water patterns and SERVQUAL are used to make survey A and B. Then, graphic
analysis is used to analyze the surveys and seven dimensions of water service management
combined with on-the spot observing, , inquiring method and etc. to analyze the surveys. The
analysis results show that the water company in C city has the following four problems: there
are odor, impurities and yellow color in the water of the old city; The water pressure in the
new development zone is unstable, the forecast time of planned water cut off is not sufficient
and the pipeline repair is not timely; The water charge collected by residential property is
higher than the actual water charge and the measurement of the water charge in the old city is
inaccurate; The service processing process is complex and time-consuming. After that, the
cause-and-effect graphic was applied to get the root causes of problems: the old city water
supply management is not unified; the new development zone water supply pipe network
management is not comprehensive; the business charge and water charge measurement
management is extensive; the business process is complex and the service capacity is
insufficient. Finally, the process improvement, lean management, 4M1E and other methods
are applied to get effective improvement solutions based on the reality of the firm. To make
sure the research solutions can be applied in the administrative procedures , the thesis also
come up with some supporting methods from performance management, information
technology, culture and other aspects.
-II-

大连理工大学专业学位硕士学位论文
The improvement can compensate the issues in the service., which will promote the
overall image and service ability of the company. It can also offer some methods to other
water firms.
Key Words：Service; Water Supply Service; Improvement Strategy
-III-
。。。以下略