基于客户体验驱动的煤炭码头生产操作系统  

Coal terminal production operation system based on customer experience driven

作　　者：张伟红[1] 万海霞[1] 杨宝珠 ZHANG Wei-hong;WAN Hai-xia;YANG Bao-zhu(CCCC Water Transportation Consultants Co.,Ltd.,Beijing 100007,China)

机构地区：[1]中交水运规划设计院有限公司,北京100007

出　　处：《水运工程》2021年第10期305-309,共5页Port & Waterway Engineering

摘　　要：针对港口之间对货源和用户的竞争日趋白热化、同质化竞争更加激烈、以客户为中心的服务需求,进行基于客户体验驱动的煤炭码头生产操作系统研究。采用客户在港旅程的业务数字化画像,建立基于用户需求+实时工业大数据的生产管控系统架构,基于用户需求的生产计划与调度预测,以及支持客户服务的实时作业感知、操作与跟踪系统。通过在港口的实际应用,重构港口与客户的关系,实现客户交互方式、频率的变革,回归“为客户创造价值”之路,提升客户忠实度。对提高我国煤炭码头生产和管理水平,提升区域综合竞争力和服务外向型经济起到重要作用。In view of the increasingly fierce competition between ports for goods sources and users,the more intense homogenization competition,and the customer-centered service demand,we carry out a study on the coal terminal production operation system based on customer experience driven.By using the business digital portrait of customers journey in the port,we establish the production management and control system architecture based on the users demand and real-time industrial big data,the production planning and scheduling prediction based on users demand,and the real-time job perception,operation and tracking of customer service.Through the practical application in the port,the relationship between the port and customers is reconstructed,and the customer interaction mode and frequency are changed,so as to return to the road of“creating value for customers”and improve customer loyalty.It plays an important role in improving the production and management level of China's coal terminals,enhancing regional comprehensive competitiveness and serving the export-oriented economy.

关 键 词：客户体验 数字化画像 工业大数据 生产调度预测 感知 自动化 

分 类 号：U656.133[交通运输工程—港口、海岸及近海工程] TP2[交通运输工程—船舶与海洋工程]