Study On The Service Mode Of Shandong Expressway Group

The development time of our country’s expressway is short, but speed. At present,China is the world’s second largest expressway country. With the gradualpopularization of expressway, the highway construction has turned from attachingimportance of development speed to pay attention to quality construction,such asservice quality. Optimization of expressway service model is an important guaranteeto improve the quality of service. Shandong Expressway Group is a super large trafficenterprise, operating the majority of expressway in Shandong Province. On the basisof the theory of service goods,public goods, the service chain theory, the servicemarketing theory,this paper researches the service management mode of ShandongExpressway Group. This study is helpful to the development and innovation of theexpressway operation theory in china, and it can improve the level of the expresswayoperation enterprise services and benefits.As a large enterprise,Shandong ExpresswayGroup is relatively complete in the construction of expressway servicesystem.Shandong province expressway concession system is advanced at home forits’management benefit. Service system of Shandong Expressway Group also hassome problems, such as follows:the organization is not reasonable, service functionsand government functions overlap,service chain convergence is not close, the"internal customer" service is not enough.According to the deficiency of currentoperation and service management, this paper suggests to reconstruct ShandongExpressway Group’s service mode from three levels. In the service object, rationallyallocate highway service facilities, improve highway service content, and establishProvincial Service Alliance, effort to build a highway service brand. In the serviceprocess, service forward by means of information, a full range of standard service,Service recovery, supervision and assessment services. In the service content, todevelop reasonable charges service, the service area service, solid maintenance greenservice, comprehensive information service,"internal customer" service and Auxiliaryroad and emergency rescue service.In order to ensure the successful construction ofthis mode, Shandong Expressway Group should implement the following measures:establish system security,straightens out the service structure,construct enterpriseculture of service, renforce service chain,improves the service level of hardware. Toestablish perfect service mode, the enterprise also need to solve the followingproblems:straightene expressway management order; balance the interests of investorsand users in the charges;play the impetus to economy. In the study, the followinginnovative ideas is put forward:(1) Optimize the organizational structure of ShandongExpressway Group;(2) Intensify internal and external service chain of ShandongExpressway Group;(3) Draw the enterprise function scope and the scope ofgovernment functions.