Research On Service Management System Improvement In Sino-rail Ferry Corporation

As people’s living standards are improving in recent years, the service sector is prosperous. Especially, the transportation sector, key of social service, is facing higher and higher requirements from the customers. Therefore, it has become the transportation service company’s key mission to improve the service management, level and quality, enhance the contribution of the service, and create a core competitive strength.The study in this article follows the order as:theoretical basis-raise questions-analyze problems-solve problems. This article mainly centers on a state owned maritime transportation service company, as the subject. For the two ports and three ships owned by this company, with equipment and facilities of the company and its personnel’s current service conditions taken into account, we have made detailed investigation and research on the service management of the company. To improve the company’s service quality, we have proposed some issues existing in the service management of the company and detailed improvement schemes, to win a seat in the future transportation arena in Bohai Bay for this company.This article concentrates on the improving methods and measures for the service management of the passenger service of SBTF. First of all, this article fully studies, generalizes and summarizes relevant literature of the service management system both at home and abroad to lay a solid foundation for latter study. Besides, through the analysis of the features of maritime service sector, coupled with the service management status quo of the company, we have pointed out issues existing in their service management. We’ve also proposed specific improvement measures centering on the management duties, realization process, improvement guarantee of the service management system, such as improvement of service items, addition of service facilities, clearing of service procedure, optimization and formulation of customer service blueprint, development and implementation of innovative service market, maintenance of service quality, and improvement of customer satisfaction. We have found out a practical method to comprehensively improve the service quality of tins company, i.e. management of the tidiness of the hardware environment, identification of safety, service, operation rules, basic data, service management specification of the cleaner, and formulation of the check up system for service personnel, thus improving the company’s service management system in a more comprehensive way.