| In recent years, a variety of aircraft, trains, motor car, high-speed rail and other modes of transportation make our road passenger transport enterprises are facing great challenges and fierce competition. Therefore, many road passenger transport companies are concerned about the "many" and "good" or even want to invest a lot of money by way of more and better services to enhance competitiveness in order to attract tourists, but for the service of the "fast" and "Save " has been neglected, resulting in road passenger transport services is not efficient, cost unabated decline and drops the passenger satisfaction. Thus, road passenger transport enterprises to improve service, reduce waste, improve efficiency, improve service quality, thereby enhancing competitiveness is the only choice good for sustainable development.Lean passenger services are demand-driven, with less investment to create as much value, but also closer to the user, provide what they really want. Based on this, on the road passenger transport business travelers Lean service were studied. In order to guide the concept of passenger perspective, the use of "IPA" link to find the key issues, and utilize the services flowchart service road passenger transport enterprise blueprint for passenger service were key processes and interface analysis, found that the process of non-value added service activities.Through the research we found that in road passenger transport enterprise, mainly in the irrational allocation of human resources, the service process is unreasonable, unscientific scheduling, insufficient network capacity ticketing services, lack of jobs and staff training system standardization problem, which is not Terminal Services "fast", the cost is not "save", satisfaction is not "high" reasons. Respect for the results of these analyzes and service innovation, from the process optimization, use of information technology, and other new services provide passenger service proposed lean strategy. |
PDF Full Text Request