基于员工满意的内部营销规划模型

内部营销理论自二十多年前为Berry首次提出后,已经发展到人们把它作为一种人力资源和营销理论结合的用于应对变革的新工具。作为服务传递设计机制的服务蓝图法和内部顾客图模型在应用中各有其特点和缺陷。结合两者的优点,同时回避两者的缺陷,创建了内部营销规划模型,该模型以顾客满意为最终战略目标,同时激励员工的积极性,通过内部顾客的满意达到外部顾客满意之战略目的。     

满意度和忠诚度对企业营销的影响

通过对顾客满意度与忠诚度关系的探讨,了解到顾客价值、顾客满意、顾客忠诚之间的递进逻辑关系。顾客价值是顾客满意的基础,而顾客满意是顾客忠诚的前提,企业拥有忠诚的顾客群,就构建了竞争者难以模仿的竞争优势,使企业获得营销的核心力量。     

顾客忠诚之路——从服务利润链视角诠释民航企业服务满意战略

在知识经济时代,顾客对服务的重视远远超过了对其他因素的重视,通过服务让顾客满意已成为知识社会经济发展的新的快车道。在这一新的形势下,民航企业开始纷纷把战略的视角迅速转向顾客服务上来,服务满意战略因而成为民航企业服务制胜的竞争利器。本文首先从分析服务利润链入手,揭示了利润增长与顾客忠诫,顾客满意,进而与员工忠诚,员工满意之间的密切关系,阐述了公司内在服务质量的内涵与意义。提出了“从顾客满意-顾客惊喜-顾客保留-顾客忠诚-终身顾客”的全新理念。     

顾客满意度在政府服务中的应用

将顾客满意战略运用于公共管理,是当今公共管理界研究的热点.文章对如何在政府部门建立顾客满意度评估体系作了深入研究.首先,分析政府部门的顾客类型;其次,研究政府服务中顾客满意的内容,并指出顾客满意具有有限性和多层次性的特点;再次,对顾客满意度进行评估,指出应建立专门的评估小组,确定评估指标和权重,收集数据并进行科学分析;最后,针对评估结果,建立完善的反馈系统和监督机制.     

顾客满意指数的结构方程模型与应用

分析了经典的顾客满意指数的结构关系模型的基本原理;结合企业顾客满意指数测评的实际案例,给出了结合偏最小二乘回归(PLS)方法的顾客满意指数测评的线性结构关系(LISREL)路径分析的实施途径。此外,还通过控制某些中间变量的作用,研究了原因变量对结果变量影响作用分解的一般模式。     

顾客满意指数--企业经营绩效的非财务评价

介绍国内外建立顾客满意指数的基本情况。结合瑞典和美国顾客满意指数测评方法,说明顾客满意指数测评是一个非常有用的管理工具,它可以回答企业在现代经营环境下的一些关键问题。顾客满意指数是企业经营绩效的非财务评价,是企业持续进行质量改进的一个重要因素。     

航空公司如何有效管理投诉

世界经济进入后经济时代,顾客对服务的满意程度成为影响企业获利的重要因素,让顾客满意是企业在激烈的竞争中赖以生存和可持续发展的根本保证。航空公司作为典型的服务行业,为了提高企业的核心竞争力,留住顾客,必须想方设法满足和甚至超越顾客的要求。     

愿景、情绪、内部营销与竞争力——论航空公司服务文化的建设

当前,服务思想的重要性正以一种史无前例的地位出现在管理者的经营理念中。从服务价值链理论分析,服务价值链是一种表明利润、顾客、员工、企业四者间关系的链,其内在逻辑为:企业获利能力的大小主要是由顾客忠诚度决定的;顾客忠诚度由顾客满意度决定;顾客满意度是由顾客认为所获得的价值大小决定的;价值大小最终要靠工作富有效率、对企业忠诚的员工来创造;而员工对企业的忠诚取决于其对企业是否满意,满意与否主要视企业内部是否给予了高质量的服务。本文旨在提供一种帮助航空公司在战术层面上实施服务的思想,使员工成为公司真正意义上的利益…     

构筑品牌文化 追求顾客满意

顾客满意是企业发展的动力，是企业获取经济效益的源泉。为追求顾客满意，企业应形成自己的品牌文化，包括独特的精神、理念、管理思想、共同的价值观和运营机制等。先进的品牌文化在一定条件下将转化为强大的生产力，成为企业持续发展壮大的凝聚力和推动力。厦航多年来始终把贯彻“以诚为本、以客为尊”的服务理念，坚持“安全、优质、诚信、创新”的经营宗旨，以“团结拼搏、开拓奋飞”的企业精神和满足顾客的需求，追求顾客满意，来构筑先进的品牌文化，得到社会和广大旅客的高度评价和赞誉。2002年，厦航获得2002年度旅客话民航“年旅客…     

企业如何培育忠诚顾客

当今社会，买方市场已然形成，顾客由被动变为主动，地位与作用日益突出，在这种形势下，提升顾客满意度，培养忠诚顾客，日益成为企业的核心任务。本文对顾客满意与顾客忠诚的意义、培育忠诚顾客的途径进行探讨，以期对企业能有所启发。     

企业HR管理的e化发展

企业的竞争实际上就是人才的竞争。信息技术为人力资源管理提供了发展的动力。电子人才资源，即eHR，是一种全新的人力资源管理模式，实际上指的是人力资源管理信息化的全面解决方案，是对传统HRMS在技术上与理念上的延伸，使HR部门从琐碎的行政事务中解脱，从而扮演一个战略性的角色，这一角色所经营的是企业最重要的资产：人才。     

Uncertainty analysis and design optimization of hybrid rocket motor powered vehicle for suborbital flight

In this paper, we propose an uncertainty analysis and design optimization method and its applications on a hybrid rocket motor(HRM) powered vehicle. The multidisciplinary design model of the rocket system is established and the design uncertainties are quantified. The sensitivity analysis of the uncertainties shows that the uncertainty generated from the error of fuel regression rate model has the most significant effect on the system performances. Then the differences between deterministic design optimization(DDO) and uncertainty-based design optimization(UDO) are discussed. Two newly formed uncertainty analysis methods, including the Kriging-based Monte Carlo simulation(KMCS) and Kriging-based Taylor series approximation(KTSA), are carried out using a global approximation Kriging modeling method. Based on the system design model and the results of design uncertainty analysis, the design optimization of an HRM powered vehicle for suborbital flight is implemented using three design optimization methods: DDO, KMCS and KTSA. The comparisons indicate that the two UDO methods can enhance the design reliability and robustness. The researches and methods proposed in this paper can provide a better way for the general design of HRM powered vehicles.In this paper,we propose an uncertainty analysis and design optimization method and its applications on a hybrid rocket motor(HRM)powered vehicle.The multidisciplinary design model of the rocket system is established and the design uncertainties are quantified.The sensitivity analysis of the uncertainties shows that the uncertainty generated from the error of fuel regression rate model has the most significant effect on the system performances.Then the differences between deterministic design optimization(DDO)and uncertainty-based design optimization(UDO)are discussed.Two newly formed uncertainty analysis methods,including the Kriging-based Monte Carlo simulation(KMCS)and Kriging-based Taylor series approximation(KTSA),are carried out using a global approximation Kriging modeling method.Based on the system design model and the results of design uncertainty analysis,the design optimization of an HRM powered vehicle for suborbital flight is implemented using three design optimization methods:DDO,KMCS and KTSA.The comparisons indicate that the two UDO methods can enhance the design reliability and robustness.The researches and methods proposed in this paper can provide a better way for the general design of HRM powered vehicles.     

加入WTO对铁路货运企业的影响及对策

运用战略管理理论与技术 ,分析了加入WTO后我国铁路货运企业外部环境和市场结构的变化 ,认为加入WTO后铁路货运企业的外部环境将得到改善 ,而面临的市场竞争将加剧。因此铁路货运企业应从深化体制改革、构筑核心竞争力、提高人力资源管理与财务管理水平等方面采取相应的对策 ,以适应这种变化的形势。     

Multi-disciplinary design optimization with fuzzy uncertainties and its application in hybrid rocket motor powered launch vehicle

In this paper, an Uncertainty-based Multi-disciplinary Design Optimization (UMDO) method combining with fuzzy theory and Multi-Discipline Feasible (MDF) method is developed for the conceptual design of a Hybrid Rocket Motor (HRM) powered Launch Vehicle (LV). In the method proposed, membership functions are used to represent the uncertain factors, the fuzzy statistical experiment is introduced to analyze the propagation of uncertainties, and means, standard deviations and credibility measures are used to delineate uncertain responses. A geometric programming problem is solved to verify the feasibility of the Fuzzy-based Multi-Discipline Feasible (F-MDF) method. A multi-disciplinary analysis of a three-stage HRM powered LV involving the disciplines of propulsion, structure, aerodynamics and trajectory is implemented, and the mathematical models corresponding to the F-MDF method and the MDF method are established. A two-phase optimization method is proposed for multi-disciplinary design optimization of the LV, including the orbital capacity optimization phase based on the Ziolkowski formula, and the scheme trajectory verification phase based on the 3-degree-of-freedom point trajectory simulation. The correlation coefficients and the quadratic Response Surface Method (RSM) based on Latin Hypercube Sampling (LHS) are adopted for sensitive analysis of uncertain factors, and the Multi-Island Genetic Algorithm (MIGA) is adopted as the optimization algorithm. The results show that the F-MDF method is applicable in LV conceptual design, and the design with the F-MDF method is more reliable and robust than that with the MDF method.     

混合火箭发动机燃料退移特性的数值计算

混合火箭发动机在航天推进领域优势明显,但由于氧化剂和燃料相态不同,燃料退移的机理和特性比较复杂。采用自行编写的混合火箭发动机程序(HRM)模拟了这种发动机的非稳态工作过程。通过该程序实时数值求解了从氧化剂注入端到尾喷管的全部物理化学过程,并基于燃料表面上气固间的质量和能量耦合,运用燃料表面动态退移和两步计算方法,模拟了燃料退移。在与发动机推力和燃料退移量等实验数据对比的基础上,给出了燃料退移速率方程和燃料退移速率随燃烧室直径的变化规律,确定并分析了影响混合火箭发动机尺度效应的因素。     

Hybrid uncertainty-based design optimization and its application to hybrid rocket motors for manned lunar landing

Design reliability and robustness are getting increasingly important for the general design of aerospace systems with many inherently uncertain design parameters. This paper presents a hybrid uncertainty-based design optimization (UDO) method developed from probability theory and interval theory. Most of the uncertain design parameters which have sufficient information or experimental data are classified as random variables using probability theory, while the others are defined as interval variables with interval theory. Then a hybrid uncertainty analysis method based on Monte Carlo simulation and Taylor series interval analysis is developed to obtain the uncer-tainty propagation from the design parameters to system responses. Three design optimization strategies, including deterministic design optimization (DDO), probabilistic UDO and hybrid UDO, are applied to the conceptual design of a hybrid rocket motor (HRM) used as the ascent propulsion system in Apollo lunar module. By comparison, the hybrid UDO is a feasible method and can be effectively applied to the general design of aerospace systems.     

喷气战斗机发动机安装车设计和发展研究

发动机安装车是用于发动机拆装作业的重要保障设备,美国的先进安装车设计具有很好的研究和借鉴价值.本文全面介绍和分析了美国各型现代战斗机发动机安装车的设计,包括布局和结构形式、细节设计、标准化和通用化设计等,以Air Log 4000安装车为标杆,与其他安装车进行比较,揭示了安装车设计解决方案的差异性和多样性,以及技术发展演进特点和发展方向,并提出了借鉴国外先进设计,研制有自身特色的先进安装车产品的建议.     

民用航空产品研发和审定活动中的需求分析与管理问题研究

研究了民用航空产品研发和审定过程中有关需求分析与管理的若干问题。总结了开展需求分析和管理过程的步骤和关键要素。阐明需求分析与管理在民机研发和审定过程中的重要作用。分析了当前我国在民用航空产品研发和审定过程中存在的问题。提出解决我国民用航空产品研发和审定过程需求分析和管理突出矛盾的方案。     

始终把人民群众的根本利益放在首位

始终代表最广大人民的根本利益，全心全意为人民服务，是中国共产党的根本宗旨，也是党能够不断发展 大，不断取得胜利的根本原因，在改革开放和发展社会主义市场经济条件下，党要保持同人民群众的血肉联系，代表人民群众的根本利益，不仅要明确认识人民群众的历史地位和作用，而且要在具体工作中切实改进领导方法和工作方法，坚决克服形式主义和官僚主义，为群众办实事、办好事。     

Potentials of manufacture and repair of nickel base turbine components used in aero engines and power plants by laser metal deposition and laser drilling

IntroductionExpensive turbine parts like HPT(HighPressure Turine)blades or vanes are replaced bynew parts in case of damage.For example theburn through of the inner side of a blade or vane(Figure 1)is a frequently appearing damage,which cannot be repaired…