论石油企业顾客满意CS经营战略  

Discussion on Operation of CS Strategy in Petroleum Industry

作　　者：南剑飞[1] 熊志坚[2] 张鹏[2] 赵丽丽[2] 

机构地区：[1]西南石油学院工商管理学院 [2]西南石油学院

出　　处：《天然气技术与经济》2004年第1期39-41,75,共4页Natural Gas Technology and Economy

基　　金：中国石油天然气集团公司重点项目中的部分内容

摘　　要：CS 战略不仅是现代企业经营活动的基本准则,也是增强企业核心竞争力的锐利武器,更是企业得以可持续发展的文化基础和根本保障。石油企业实施 CS 战略的基本思想是:以"顾客满意度为指针,从顾客的角度,用顾客的观点而非企业自身利益的观点来分析、考虑消费者的需求",让顾客最大限度地感到满意。石油企业 CS 经营的主要内容:横向上要注重构建产品满意系统、服务满意系统、情感满意系统等3大子系统,纵向上要以顾客为中心,达到顾客物质层、精神层、社会层全方位的满意。实施 CS 战略,领导必须高度重视,必须因企业而异,对症下药,做到主次分明,实实在在,持续改进。CS strategy is not only the basic operation principle of modern enterprise,but also a sharp weapon to strengthen key competitive power of enterprise.It is the culture base and basic guarantee to keep enterprise sustainable development.CS strategy in petroleum industry should according to'taking customer satisfac- tion index as guideline,analyzing and considering customer's de- mand in the view of customer's interests'.Three sub-systems should be established including product satisfaction system,service satisfaction system and emotion satisfaction system.Customer will be satisfied in material,spiritual and social level.During operating CS strategy,leaders should pay more attention to and improving continuously.

关 键 词：CS CS 经营战略 顾客 满意 石油企业 

分 类 号：F426.22[经济管理—产业经济]