基于管理工效学的服务描述与精益改善途径、方法  

Description and Lean Improvement for Service Based on Management Ergonomics

作　　者：吴小东[1,2] 瞿畅[2] WU Xiao - dong Qu Chang(Scbool of Mechanical and Electronic Engineering, Guangdong University of Petrochemical Technology, Maoming 525000, China School of Economic and Management, Southwest Petroleum University ,Cbengdu 610500 ,China)

机构地区：[1]广东石油化工学院机电工程学院,广东茂名525000 [2]西南石油大学经济管理学院,四川成都610500

出　　处：《郑州航空工业管理学院学报》2016年第5期62-67,共6页Journal of Zhengzhou University of Aeronautics

基　　金：茂名市科技计划项目(201502);广东省科技计划项目(2015A030401103)

摘　　要：基于服务蓝图和管理工效学,提出描述服务系统的概念模型,模型从服务传递过程和服务接触的视角界定前台作业、后台作业、支持性作业、顾客参与服务行为和服务证据,从宏观到微观层面,把服务作业分为服务流程、服务操作和服务动作,阐述服务人机环境系统和服务作业岗位。基于服务描述的概念模型,提出集成改善途径与方法的服务精益改善概念模型,从管理工效的服务作业、服务界面、服务体验等方面提出服务的精益改善途径,从管理工效学的作业方法研究、作业时间研究、作业负荷分析与疲劳消除、组织行为、人机界面设计、人机功能分配、人与环境界面设计的视角,提出服务的精益改善方法体系。A conceptual model describing service system is given using service blue print and management ergonomics. In the model, front - stage actions, backstage actions, support processes, customers actions, service evidences are defined based on service process and interface, service work is divided into service process, service operation and service motion from the macro to the micro, man -machine -environment system and service work station are elaborated. A conceptual model integrating routs with method of lean improvement in service is given, routs are given from aspects of service work, service interface and service experience, methodological system is given from viewpoints of work method and time study, workloads and work fatigue analysis, organization behavior, man -machine function allocation, human -machine and human -environment interface design in management ergonomics.

关 键 词：精益改善 服务作业 服务界面 服务体验 管理工效学 

分 类 号：F273.2[经济管理—企业管理]