Study On The Reformation Of Service Operations Management System In HEMMSIC

Modern manufacturing service industry is the manufacturing service industry thatintegrates the informatization methods with modern management philosophy and methods. Inorder to adapt to the tough globalization competition, Chinese equipment manufacturingindustry transform to manufacturing service industry gradually. However, Chinese modernmanufacturing service industry takes a later step than that of European and Americancountries, service operation management system has not a mature shape, so the service qualityis not satisfied, and market response is slow, either. So we have to learn foreign developedservice operation management philosophy, and develop a modern manufacturing serviceindustry with Chinese characteristics.Harbin Electric Modern Manufacturing Service Industry Company Limited, a subsidiarycompany of Harbin Electric Corporation which is the famous state-owned enterprise having along history, is established to achieve the goal of transforming to service industry. Fromorganization structure, service process, customer management and performance management,etc., this paper analyses the problems existing in the current company service operationmanagement in detail, then develop a service operation management system which is suitableto this company by comparing with foreign first-class companies. It is hard to succeed inservice operation management reformation of modern manufacturing service industry,because most of them are large state-owned enterprises that still hold strong planned economyopinions. This paper takes focus point of reformation into consideration, especially thedifficulty points, wishing that the opinions will give some references to the service operationmanagement system of China.