Lanzhou PetroChina Kunlun Gas Ltd, Service Innovation Strategy

Service Innovation is to make innovation on logos, project, method, management, training, system of customer service based on the customer requirement and satisfaction under market competition environment and try to realize maximization customer value for product and service. It is also the service factor change in order to improve service quality and create new market value. It is the dynamic process of changing service system intentional and organically or applying the service solution of specific problem of specific customer to other customer or other problem. For city gas industry, service innovation is the powerful tools to overtrump in the market competition. It is also the important approach to improve competitive force of enterprise central core. Therefore, for the continuously and health development of gas enterprise, we should grasp current and future situation by strategy vision to obtain continuously capability of innovation and remain invincible during further competition. This article analyses the service innovation situation of city piping gas industry based on the service innovation activity of Lanzhou PetroChina Kunlun gas Co.LTD(hereinafter referred to as Lanzhou Kunlun Gas).This article first review theoretic research both at home and abroad from three aspect:service innovation theory, customer relationship management theory and enterprise social responsibility theory. This built theory basis for sequel analysis. Under this theory support and combining the development situation and prospect of Lanzhou Kunlun Gas, the article analyses implementation of Start Manage System and implementation and operation model. Based on the conclusion from the analysis, the article put forward new policy for service innovation. This article gave further countermeasure and suggestion from both internal and external aspect aiming at the effections of service innovation policy in management and development of Lanzhou Kunlun Gas. The article mainly represent suggestion including innovate service model according to customer requirement, optimize service produce and innovate service organization, set up service innovation system, regulate staff service behaviors, etc. In the end it is the summary part of the article.