| The domestic electric power industry experienced from 2003 to 2014.After more than 10 years of rapid development,the installed capacity began to enter the downward channel with the environment.The domestic electric power market is becoming increasingly saturated,and most provinces in the country have experienced overcapacity of power stations.In recent years,the situation of overcapacity in equipment manufacturing enterprises has become increasingly serious.On the nineteen Party of the Communist Party of China,general secretary Xi Jinping put forward the reform of supply side.The main content is to go to production capacity and vigorously promote the transformation from traditional manufacturing enterprises to Manufacturing service enterprises and service enterprises.E company is a large-scale power generation equipment manufacturing enterprise.This paper takes e company’s large-scale steam turbine after-sales service as the research object,discusses the problems existing in the existing traditional service mode of E company’s service department,such as bundling,extensive,single business and lack of innovation,and weak market share growth.According to the current transformation challenges and opportunities faced by the company,it explores new services.Mode,and put forward new service design ideas.Firstly,the paper explains the background and significance of the research,analyzes the new situation that manufacturing industry generally faces overcapacity in the current economic form,and proposes that the establishment of new service mode is the only way to transform to manufacturing service-oriented enterprises.This paper introduces the main contents,methods and routes of the research.The literature and research results related to after-sales service management and organization are summarized and stated,including service characteristics,service strategy and service related research of power equipment manufacturing enterprises,especially for the research and improvement of service management of E company which has been done by predecessors,so as to provide reference and theoretical basis for problem analysis and problem solving.Based on the survey data of E company’s user satisfaction and the problems reflected by the completion of economic indicators,this paper analyzes the current situation and existing problems in detail according to e company’s after-sales service business in combination with relevant theories.Then,combined with the established strategy of the company level,using the strategic framework analysis model and Porter’s five forces model to analyze the problems,explore and put forward the differentiated business level strategy,as well as the specific ideas of service innovation and development.At the same time,it discusses the organizational guarantee for the transformation of service business model,analyzes the customer management model centered on customer data,service organization design,optimization of incentive mechanism and improvement of training system.Finally,it summarizes the conclusions of the research,the prospect of the research and the aspects that need further study.Combining with the actual form of domestic electric power equipment manufacturing industry and the internal business environment of the company,this paper puts forward how e company,as a traditional large-scale manufacturing enterprise,and its service business should take advantage of the current challenges and opportunities to develop into a new mode when the manufacturing industry is vigorously transforming into manufacturing service industry or service industry.Based on the analysis of the existing research theory and results,this paper puts forward the strategic choice of E company’s service department’s business development,specific business innovation ideas and organizational guarantee measures to provide reference for its service model transformation. |
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