经济管理
經濟管理
경제관리
Economic Management Journal(EMJ)
2013年
9期
63~72
,共null页
石油工程 技术服务 顾客价值 企业关键能力 竞争优势
石油工程 技術服務 顧客價值 企業關鍵能力 競爭優勢
석유공정 기술복무 고객개치 기업관건능력 경쟁우세
petroleum engineering; technology service ; customer value ; business key capability ; competi-tive advantage
随着产业结构的转型升级,服务型企业占比增大。服务型企业的能力有别于制造业。服务型企业的竞争优势取决于满足顾客需求、创造顾客价值的程度。本文基于顾客价值、企业关键能力、企业竞争优势间关系的分析,针对石油工程技术服务业的特征,从顾客价值创造视角识别石油工程技术服务市场关键需求要素,并对石油工程技术服务企业的关键能力进行了剖析,探讨了其一体化服务模式及特点。在此基础上,运用层次分析法对满足关键需求要素的关键能力进行了梳理和探析,明晰了市场开拓、项目管理、技术装备和财务管理是石油工程技术服务企业的关键能力,并就提升各关键能力的对策进行了探讨。
隨著產業結構的轉型升級,服務型企業佔比增大。服務型企業的能力有彆于製造業。服務型企業的競爭優勢取決于滿足顧客需求、創造顧客價值的程度。本文基于顧客價值、企業關鍵能力、企業競爭優勢間關繫的分析,針對石油工程技術服務業的特徵,從顧客價值創造視角識彆石油工程技術服務市場關鍵需求要素,併對石油工程技術服務企業的關鍵能力進行瞭剖析,探討瞭其一體化服務模式及特點。在此基礎上,運用層次分析法對滿足關鍵需求要素的關鍵能力進行瞭梳理和探析,明晰瞭市場開拓、項目管理、技術裝備和財務管理是石油工程技術服務企業的關鍵能力,併就提升各關鍵能力的對策進行瞭探討。
수착산업결구적전형승급,복무형기업점비증대。복무형기업적능력유별우제조업。복무형기업적경쟁우세취결우만족고객수구、창조고객개치적정도。본문기우고객개치、기업관건능력、기업경쟁우세간관계적분석,침대석유공정기술복무업적특정,종고객개치창조시각식별석유공정기술복무시장관건수구요소,병대석유공정기술복무기업적관건능력진행료부석,탐토료기일체화복무모식급특점。재차기출상,운용층차분석법대만족관건수구요소적관건능력진행료소리화탐석,명석료시장개탁、항목관리、기술장비화재무관리시석유공정기술복무기업적관건능력,병취제승각관건능력적대책진행료탐토。
Petroleum engineering and technology service will become the core competitive Ilelo in petroleum industry. Petroleum engineering and technology service firms' competitiveness is determined based on their capabilities to identify and satisfy customers' key demand with creation of customer value. This paper takes a view of the logic relations among customer value, business key capabilities and firms' competitiveness, identifies customers' key demand and analyzes firm's key capabilities from perspective of customer value creation with the consideration of petroleum engineering and technology services industry's characteristics, and explores the advantage of employing the integrated service mode in the industry. With the use of AHP method petroleum engineering and technology service firm's key capabilities are identified as marketing, technology & equipment, engineering project management and financing. Business policies and measures for enhancing the firm's key capabilities in petroleum engineering and technology service industry are discussed as well. The competitive environment of petroleum engineering and technology service industry has changed and firms are facing a variety of new challenges. In order to confront the changing environment and be competitive firms have innovated business model by transforming service mode and providing integrated service, which has become the industry's development trend. A firm's business competitiveness is determined by whether it can identify customers' key demand and create customer value, this requires that the firm should cultivate and build up its key capabilities to do so. There are the logic relations among customer value, firm's key capacities and firm's business competitiveness. Customer value is driven by customers' key demand which is determined by customers' demand characteristics. The capabilities of identifying and satisfying the customers' key demand are the most important drivers for the customer value creation. For identifying key capabilities of petroleum engineering and technology service firms, an integrated business capability indicator system is designed which is composed of aggregated (first-level) indicators including marketing, technology & equipment, engineering project management, human resource management, financing, strategy management, risk management and QHSE and spectively belong to each first-level indicator. Taking the analysis fled that the firms should be able to enhance. disaggregated (second-level) indicators which rewith AHP method the key capabilities are identi fled that the finns should be able to enhance. With the consideration of petroleum engineering and technology service industry's characteristics, several influential factors of the industry's market demand are considered, among those factors, the integrated service is identified as the key demand factor which is most influential. An integrated service mode oriented by customer value cre- ation developed focusing on satisfying customers' integrated service demand via integrated technology and service resources, where a firm which previously provides only one or one kind of advantageous service can extend its business service chain to become an integrated services provider. The integrated service mode is characterized by customization, win-win solution and advantageous technology service. It creates customer value in three aspects: the customized service provides better service quality with enlarged room for reducing service cost; under the win-win solution guidance, not only the customer demand is satisfied with better services, but also the firm's relation with its competitors can be dealt with properly through interrelated competition and collaboration; integrated advantageous technology system with solid technology guarantee supports integrated services. The analytical framework and approach provided in the paper can extend to other manufacturer or service industries for firms' business capability analysis and improvement of competitive advantage.