机械设计制造及其自动化外文翻译外文文献英文文献普通钻床改造为多轴钻床

第一篇：机械设计制造及其自动化外文翻译外文文献英文文献普通钻床改造为多轴钻床

普通钻床改造为多轴钻床

目前，我国中、小型企业的产品质量和生产效率都需要有一个新的提高,但是加工手段却远远不能满足需要,许多中小型企业都结合自己的实际对设备的技术状态进行改进，通过强化自身,以求自我发展普通钻床为单轴机床，但安装上多轴箱就会成为多轴的钻床，改造成多轴钻床后，能大大地缩短加工时间，提高生产效率。

多轴加工应用：据统计，一般在车间中普通机床的平均切削时间很少超过全部工作时间的15%。其余时间是看图、装卸工件、调换刀具、操作机床、测量 以及清除铁屑等等。使用数控机床虽然能提高85%，但购置费用大。某些情况下，即使生产率高，但加工相同的零件，其成本不一定比普通机床低。故必须更多地缩短加工时间。不同的加工方法有不同的特点，就钻削加工而言，多轴加工是一种通过少量投资来提高生产率的有效措施。

多轴加工优势：虽然不可调式多轴头在自动线中早有应用，但只局限于大批量生产。即使采用可调式多轴头扩大了使用范围，仍然远不能满足批量小、孔型复杂的要求。尤其随着工业的发展，大型复杂的多轴加工更是引人注目。例如原子能发电站中大型冷凝器水冷壁管板有15000个ψ20孔，若以摇臂钻床加工，单单钻孔与锪沉头孔就要842.5小时，另外还要划线工时151.1小时。但若以数控八轴落地钻床加工，钻锪孔只要171.6小时，划线也简单，只要1.9小时。因此，利用数控控制的二个坐标轴，使刀具正确地对准加工位置，结合多轴加工不但可以扩大加工范围，而且在提高精度的基础上还能大大地提高工效，迅速地制造出原来不易加工的零件。有人分析大型高速柴油机30种箱形与杆形零件的2000多个钻孔操作中，有40%可以在自动更换主轴箱机床中用二轴、三轴或四轴多轴头加工，平均可减少20%的加工时间。1975年法国巴黎机床展览会也反映了多轴加工的使用愈来愈多这一趋势。

多轴加工的设备：多轴加工是在一次进给中同时加工许多孔或同时在许多相同或不同工

件上各加工一个孔。这不仅缩短切削时间，提高精度，减少装夹或定位时间，并且在数控机床中不必计算坐标，减少字块数而简化编程。它可以采用以下一些设备进行加工：立钻或摇臂钻上装多轴头、多轴钻床、多轴组合机床心及自动更换主轴箱机床。甚至可以通过二个能自动调节轴距的主轴或多轴箱，结合数控工作台纵横二个方向的运动，加工各种圆形或椭圆形孔组的一个或几个工序。现在就这方面的现状作一简介。

多轴头：从传动方式来说主要有齿轮传动与万向联轴节传动二种。这是大家所熟悉的。前者效率较高，结构简单，后者易于调整轴距。从结构来说有不可调式与可调式二种。前者轴距 不能改变，多采用齿轮传动，仅适用于大批量生产。为了扩大其赞许适应性，发展了可调式多轴头，在一定范围内可调整轴距。它主要装在有万向.二种。（1）万向轴式也有二种:具有对准装置的主轴。主轴装在可调支架中，而可调支架能在壳体的T形槽中移动，并能在对准的位置以螺栓固定。（2）具有公差的圆柱形主轴套。主轴套固定在与式件孔型相同的模板中。前一种适用于批量小且孔组是规则分布的工件（如孔组分布在不同直径的圆周上）。后一种适用于批量较大式中小批量的轮番生产中，刚性较好，孔距精度亦高，但不同孔型需要不同的模板。多轴头可以装在立钻式摇臂钻床上，按钻床本身所具有的各种功能进行工作。这种多轴加工方法，由于钻孔效率、加工范围及精度的关系，使用范围有限。

多轴箱：也象多轴头那样作为标准部件生产。美国Secto公司标准齿轮箱、多轴箱等设计的不可调式多轴箱。有32种规格，加工面积从300Ｘ300毫米到600Ｘ1050毫米，工作轴达60根，动力达22.5千瓦。Romai工厂生产的可调多轴箱调整方便，只要先把齿轮调整到接近孔型的位置，然后把与它联接的可调轴移动到正确的位置。因此，这种结构只要改变模板，就能在一定范围内容易地改变孔型，并且可以达到比普通多轴箱更小的孔距。根据成组加工原理使用多轴箱或多轴头的组合机床很适用于大中批量生产。为了在加工中获得良好的效 1

轮辐六轴专用钻床

果，必需考虑以下数点：（1）工件装夹简单，有足够的冷却液冲走铁屑。（2）夹具刚性好，加工时不形变，分度定位正确。（3）使用二组刀具的可能性，以便一组使用，另一组刃磨与调整，从而缩短换刀停机时间。（4）使用优质刀具，监视刀具是否变钝，钻头要机磨。（5）尺寸超差时能立即发现。

多轴钻床：这是一种能满足多轴加工要求的钻床。诸如导向、功率、进给、转速与加工范围等。巴黎展览会中展出的多轴钻床多具液压进给。其整个工作循坏如快进、工进与清除铁屑等都是自动进行。值得注意的是，多数具有单独的变速机构，这样可以适应某一组孔中不同孔径的加工需要。(1)自动更换主轴机床

自动更换主轴机床顶部是回转式主轴箱库，挂有多个不可调主轴箱。纵横配线盘予先编好工作程序，使相应的主轴箱进入加工工位，定位紧并与动力联接，然后装有工件的工作台转动到主轴箱下面，向上移动进行加工。当变更加工对象时，只要调换悬挂的主轴箱，就能适应不同孔型与不同工序的需要。(2)多轴转塔机床

转塔上装置多个不可调或万向联轴节主轴箱，转塔能自动转位，并对夹紧在回转工作台的工件作进给运动。通过工作台回转，可以加工工件的多个面。因为转塔不宜过大，故它的工位数一般不超过4—6个。且主轴箱也不宜过大。当加工对象的工序较多、尺寸较大时，就不如自动更换主轴箱机床合适，但它的结构简单。(3)自动更换主轴箱组合机床

它由自动线或组合机床中的标准部件组成。不可调多轴箱与动力箱按置在水平底座上，主轴箱库转动时整个装置紧固在进给系统的溜板上。主轴箱库转动与进给动作都按标准子程序工作。换主轴箱时间为几秒钟。工件夹紧于液压分度回转工作台，以便加工工件的各个面。好

果回转工作台配以卸料装置，就能合流水生产自动化。在可变生产系统中采用这种装置，并配以相应的控制器可以获得完整的加工系统。(4)数控八轴落地钻床

大型冷凝器的水冷壁管板的孔多达15000个，它与支撑板联接在一起加工。孔径为20毫米，孔深180毫米。采用具有内冷却管道的麻花钻，5－7巴压力的冷却液可直接进入切削区，有利于排屑。钻尖磨成90°供自动 定心。它比普通麻花钻耐用，且进给量大。为了缩短加工时间，以8轴数控落地加工。

多轴加工趋势：多轴加工生产效率高，投资少，生产准备周期短，产品改型时设备损失少。而且随着我国数控技术的发展，多轴加工的范围一定会愈来愈广，加工效率也会不断提高。

生产任务：在一批铸铁连接件上有同一个面上有多个孔加工。在普通立式钻床上进行孔加工，通常是一个孔一个孔的钻削，生产效率低，用非标设备，即组合机床加工，生产效率高，但设备投资大。但把一批普通立式普通单轴钻床改造为立式多轴钻床，改造后的多轴钻床，可以同时完成多个孔的钻、扩、铰、等工序。

轮辐六轴专用钻床

General transformation of multi-axis drilling

machine drilling machin At present, China's small and medium enterprises in product quality and production efficiency are the need for a new increase.But the processing means is far from sufficient.Many small and medium enterprises with their actual technical state of equipment improvements, through strengthening its own.In order to self-development.Common drilling for single-axis machine tools, but the installation will become a multi-axis multi-axle box of the drill, transformation into a multi-axis drilling, we could greatly shorten the processing time, improve production efficiency.Application of multi-axis machining ：According to statistics, in general machine tools in the workshop in general, the average cutting time rarely exceeds 15% of total working hours.The remaining time is plug-in, loading and unloading the workpiece, exchange tools, operation tools, measurements, and clear the iron filings and so forth.Although the use of CNC machine tools can improve 85%, but the purchase of costly.In some cases, even if the high productivity, but the processing of the same components, the cost is not necessarily lower than the average machine.Therefore must be more to shorten the processing time.Different processing methods have different characteristics, the drilling process, the multi-axis machining is a small investment to increase productivity through effective measures.The advantages of multi-axis machining ：Although it is not the first in automatic multi-axis adjustable long line applications, but only limited to high-volume production.Even with the adjustable multi-axis head expanded the scope of use is still far from being able to meet the volume is small, hole complex requirements.In particular, as industrial development, large and complex multi-axis machining is even more compelling.For example, large-scale nuclear power plants in the water-wall tube plate condenser has 15000 ψ20 holes, if radial drilling machine processing, and simply drilling holes and countersink countersunk head is necessary to 842.5 hours, while also crossed hours 151.1 hours.However, if the 8-axis CNC machining floor drilling, drilling countersink holes as long as 171.6 hours, crossed is also simple, as long as 1.9 hours.Therefore, the use of numerical control of two axis, so that proper alignment tool processing location, combined with multi-axis machining can not only expand the range of processing, but also on the basis of improving the accuracy can greatly enhance the work efficiency, easy to quickly create original processing parts.Some analysis of large high-speed diesel engine with 30 kinds of box-shaped rod-shaped parts of the more than 2,000 drilling operations, 40% could be the automatic replacement of machines using two-axis spindle box, three-axis or four-axis multi-axis machining head, the average can be reduced 20% of the processing time.Machine Tool Exhibition in Paris in 1975 also reflected the multi-axis machining using more and more the trend.Multi-axis machining equipment ：Multi-axis machining is the same time in a feed processing a number of holes or simultaneously in many of the same or different processing of a workpiece on each hole.This will not only shorten the cutting time and improve accuracy, reduce fixturing or positioning time, and in the CNC machine tool is not

necessary to calculate the coordinates, reducing the number of character blocks and simplified programming.It can be processed using the following equipment: radial drilling vertical drilling, or upload multi-axis head, multi-axis drilling machine, multi-axis modular machine tool spindle box heart and automatic replacement of machines.May even be able to automatically adjust wheelbase by two or more of the spindle axle box, junction All CNC vertical and horizontal table two directions of movement, processing a variety of round or oval-shaped hole group of one or several steps.Now the status quo in this regard to make a profile.Multi-Axis Head ：Transmission is from the main drive gear drive with two kinds of universal joint couplings.This is our familiar.Former is more efficient, simple structure, which is easy to adjust wheelbase.From the structure is concerned there is not adjustable and the adjustable two kinds.The former can not change the wheelbase, multi-use gear drive, only applies to high-volume production.Adaptability in order to expand its approval to develop a multi-axis adjustable head, in a certain range adjustable wheelbase.It is mainly mounted in a universal.Two.(1)there are two kinds of universal axis: alignment device with a spindle.Spindle mounted on adjustable bracket in an adjustable bracket can be T-shaped slot in the shell move, and the position in alignment with bolted.(2)with a tolerance of cylindrical spindle units.Set of fixed spindle hole with pieces of the same type template.The former applies to small batch and the rules of distribution of pore groups are artifacts(such as the hole groups in different diameter circle).The latter applies to a larger batch-type production of small quantities of turns, rigid better pitch accuracy is also high, but a different hole requires a different template.Multi-axis head can be mounted on vertical drilling-type radial drilling machine, press the drill itself with the various functions work.This multi-axis processing methods, due to drilling efficiency, range and accuracy of processing of the relationship between the use of limited scope.Multi-axle box ：As also the first multi-axis as the production as a standard component.U.S.Secto's standard gear boxes, multi-axle box, etc.are not designed adjustable multi-axle box.32 kinds of specifications, process size from 300X300 mm to 600X1050 mm, the working-axis up to 60, and power up to 22.5 kilowatts.Romai factory adjustable multi-axle box easy to adjust, as long as the gear should first be adjusted to the location near the pass and then connected with its adjustable-axis move to the correct location.Therefore, this structure changes as long as the template, will be able to pass a certain extent change the content of shoes, and can reach more than ordinary axle box smaller pitch.According to principles of the use of group processing the first multi-axle, or a combination of multi-axis machine tool is applicable to large and medium volume production.In order to process to get good results, need to consider the following points:(1)workpiece clamping simple, there is enough coolant away iron filings.(2)The fixture rigidity, processing, without deformation, dividing the right position.(3)the possibility of using the two group knives for a group to use, another set of grinding and adjustment, thereby reducing tool change downtime.(4)The use of quality tools to monitor whether the blunt tool, drill grinding to machine.(5)Dimensions can be detected immediately when the ultra-poor.轮辐六轴专用钻床

Multi-axis drilling machine ：This is a multi-axis machining to meet the requirements of the drill.Such as orientation, power, feed, speed and processing range.Displayed at the Paris Exhibition of multi-axis drilling machine with hydraulic multi-feed.Throughout its work, such as fast-forward through the bad, workers enter and clear the iron filings are all automatically.It is noteworthy that the majority of agencies with separate variable speed, so that one group can adapt to the different pore size hole processing needs.1.2.4 automatic replacement machine tool spindle box

In order to rationalize the needs of small and medium volume production in recent years the development of the automatic replacement of modular machine tool spindle box.(1)The automatic replacement spindle machine

Automatic replacement of rotary spindle machine tool spindle box at the top is a library, there are several non-adjustable hanging spindle box.Vertical and horizontal patch panel to the first series of good working procedures, so that the corresponding spindle box into the processing station, location and with the power connection tight, and then turn to the table with the workpiece spindle box below, upward mobility for processing.When the change processing object, as long as the exchange suspension spindle box, you can pass with different processes for different needs.(2)The multi-axis machine tool turret

Turret to install more non-adjustable or universal coupling spindle box, turret can automatically switch to digital, and clamp the workpiece in the rotary table to feed motion.Through the rotary table can be a number of workpiece surface.Because the turret not be too big, so it is generally not exceed the median of workers 4-6.And the spindle box is also not too large.When the machining process more objects, size larger, it should automatically replace the machine tool spindle box fit, but its simple structure.(3)Automatic replacement of modular machine tool spindle box

It consists of automatic line or a combination of standard machine parts.Non-adjustable multi-axle box and power box by home base in the horizontal, the spindle rotates, the entire case library fastening device to the system in the slip into the board.Library Headstock rotation and feed movement is based on standard routines of work.Headstock time for a few seconds.Clamping the hydraulic sub-degree rotary table so that each workpiece surface.Good fruit rotary table accompanied by discharging device, we can co-flow production automation.In the variable production system using this device, accompanied by the corresponding controller can obtain a complete processing system.(4)8-axis CNC drill floor

Large condenser water wall tube plate holes as many as 15,000, which linked together with the support plate processing.Diameter of 20 mm, hole depth 180 mm.Used inside the cooling pipe has a twist drill ,5-7 bar pressure, coolant directly into the cutting area is conducive to chip removal.And ground into a 90 ° drill point for the self-centering.Durable than regular twist drill, and a large quantity of feed.To shorten the processing time to 8-axis CNC machining floor.trends in multi-axis machining ：Multi-axis machining high production efficiency, low investment and production preparation cycle is short, product modification, when a small loss of equipment.And as China's CNC technology, the scope of multi-axis machining will become the broad, processing efficiency will be improved.production tasks ：A group of cast-iron joints have the same surface processing with multiple holes.In the general processing of vertical holes on the drill, usually a hole a hole drilling, production efficiency is low, use non-standard equipment, that is, combination of machining, production efficiency is high, but the large investment in equipment.However, the number of common vertical drilling machine to transform ordinary single-axis vertical multi-axis drilling machine after transformation, multi-axis drilling machine can simultaneously perform multiple hole drilling, expansion, hinges, and other processes.

第二篇：建筑项目招投标外文翻译外文文献英文文献

Building engineering bidding

Abstract: Nowadays in the engineering construction industry, the market which is characteristic for project bidding, has formed.The construction companies,which want to create good benefits, have to control their cost and improve management to enhance the capacity of adapting and competing in this market.This article focuses on how to decrease cost and increase income so as to control the construction cost effectively.bidding documents should be well formulated ,which is important to a successful bidding and direct influence the success or failure of the bidding work.Because the success or failure of the bidding for the survival and development of enterprise has a direct impact, so we have a high quality, improve the bid documents of the unit, prevent invalid and successful pass mark appear, become a research topic.key : bidding drawbacks of unfair competition countermeasures Bidding is a form of project transactions, project bidding process is to determine the successful bidder and the cost of the process and the price of the project, project bidding work of a very important link, do a good job bidding to determine the price, we can effectively control construction costs, and create a fair and equitable market environment, create orderly competition mechanism.Bidding in construction activities, construction enterprises in order to tender invincible works to be successful, And from the contracted projects profitable, it needs to integrate various subjective and objective conditions, the tender research strategy determine tender.Tender bidding strategy, including pricing strategies and skills.All of the strategies and skills from the numerous contractors bidding on the accumulated experience and objective

understanding of the law and of the actual situation understanding, but also with the contractor's decision-making ability and courage are closely related.Bidding documents is the general programme and play book of the bidding activity through the process of bidding.The bidding documents will specify that How to conduct each bidding work, how to dispatch bidding documents, the requirements for tenderer,how to rate and decide bidding and the procedures of bidding.Therefore, the personnel who is responsible for prepare bidding documents should first have a

general view of the bidding work, include all the requirements and arrangements into the bidding documents.If meet problems that have not been considered previously, then resolve them one by one during the preparation.The course of bidding documents preparation is also the course of making bidding scheme.In another respect, bidding documents is also the legal instruments.Besides relevant law and rules, the bidding documents are the common game rules that bidder,bidding agent and tenderer should subject to through the bidding.Bidding documents are the legal instruments that all the three bidding related parties should subject to, have legal force, therefore, the bidding documents-making personnel required to have the awareness and quality of legal in order to reflect the fair, just and legal requirement in the bidding documents.In building engineering bidding law enforcement and the practice of project construction supervision system on standardizing China's construction market, improve the construction quality and played an active role.But in the process of implementing exist some disadvantages, needs to perfect, enrich and improve.This project bidding documents in accordance with the bidding law of the People's Republic of China for bidders, bidding regulation, enterprise strictly, put forward to bidders professional requirements of project profile was illustrated.Nowadays in the engineering construction industry, the market which is characteristic for project bidding, has formed.The construction companies,which want to create good benefits, have to control their cost and improve management to enhance the capacity of adapting and competing in this market.This article focuses on how to decrease cost and increase income so as to control the construction cost effectively.In building engineering bidding law enforcement and the practice of project construction supervision system on standardizing China's construction market, improve the construction quality and played an active role.But in the process of implementing exist some disadvantages, needs to perfect, enrich and improve.This project bidding documents in accordance with the bidding law of the People's Republic of China for bidders, bidding regulation, enterprise strictly, put forward to bidders professional requirements of project profile was illustrated.The practice of project bidding purpose is to market competition of openness, fairness and justice.However, due to the construction market development is not standard, management system and the experience of inadequate, architectural engineering bidding in concrete operation exist in ACTS of unfair competition, and some drawbacks.This obviously violate the bidding, the bidding process, and will lose its significance for other bidder fails to bid is unjust, disturbed the bidding(project contracting market economic order, for activities), this kind of behavior must be prohibited, only in this way can we make construction engineering competitive trading activity lawfully healthy.This subject will I learned and social practice, present situation and construction project bidding system is expounded, and the disadvantages of bidding for construction project with ACTS of unfair competition phenomenon and analysis of causes, and finally make corresponding preventive countermeasures.Construction cost management system, both theoretical discussion, but also need to practice innovation.Under the conditions of market economy, project cost management, competitive and orderly market for construction management services platform structures.In such a premise, the original scale and method of valuation is inappropriate, and this needs to be reformed and improved.The spirit of “the government's macro regulation and control, enterprise autonomy offer, the market will price” principle, to implement the implementation specification bill of quantity.Inventory Valuation bidding activities are based on market economy mechanism, based on legal, scientific, fair, open and reasonable way to determine the winning bidder of an economic activity.Bidding is bidding activities constitute two basic aspects.The bidding activity is merely that by bidding to choose the one with the work

Construction process capability, moderate cost, quality is excellent, short duration of construction enterprises, and this is the ultimate goal tender.I have participated in internships over the course of the project bidding, and completed over part of the calculation of quantities, combined with graduate experience in the design process, a brief analysis of the mode Quantities Call for Tender The meaning of risk and risk characteristics of the general construction, the lowest price sealed bidding construction method produces several risks and incentives，according to their characteristics discussed the feasibility of risk control and prevention.Comparison of engineering and engineering security risk management, insurance, similarities and differences between the two projects and benefits;construction project bidding and tendering process characteristics of human behavior is analyzed to reveal the bidder's risk appetite and behavioral characteristics with changes in the external environment change, when the default punishment is light, the bidder preference appetite for risk and default penalties, with the increase exceeds a certain value, the risk of bidders to show preference for behavior change to avoid the risk of penalties, the greater the bidder biased in favor of a more risk-averse behavior, the results of the control and prevention of risk behavior of bidders has an important and practical significance Construction Cost Management from the “quantity-one price” plan model to “price of separation volume” model of the market, and gradually establish a market price-based price formation mechanism, the price of the decision in the hands of the parties involved in the market, and ultimately the allocation of resources through the market in order to realize through the market mechanism to decide on project cost.This will standardize the construction market-competitive behavior and the promotion of project bidding mechanisms play an important role in innovation.It can be said that the implementation of the project bill of quantities is a project cost management system in our country a big step forward, but also in China's accession to the WTO, the global construction industry a powerful tool for peer competition.With the construction of in-depth development of the market, the traditional fixed pricing model no longer suited to market-oriented economic development needs.In order to adapt to the current project bidding by the market needs of a project cost, we must work on the existing valuation methods and pricing model for reform, the implementation of projects bill pricing.Engineering is a list of pricing model and adapt to the market economy, allowing independent contractor pricing through market competition determine prices, with the international practice of pricing model.With the bill pricing model projects to promote, in accordance with international bidding practices is imperative.Therefore, “the lowest reasonable price of the successful bidder” My future is the most important evaluation methods.At this stage due to the implementation of projects bill pricing model and the problems mainly against China

at this stage “ in the minimum reasonable price of the principles of the successful bidder, most contractors have not yet set up their own enterprises of scale, companies unable to determine the reasonable Cost.This article is a scientific and fast set ”reasonable cost“ to study the key.First, from the project cost of the basic concept, of the engineering bill pricing model under the cost structure, to accurately predict costs of the project provided the basis, considering the average cost of the social cost to individual enterprises and the tender stage of the cost estimates.Followed through on fuzzy math and technology for smooth in-depth analysis, through ”close-degree,“ the concept of reasonable fuzzy math and exponential smoothing technologies, construction of the project cost vague prediction model, and in accordance with the relevant information and statistics Information and experience to establish a ”framework structure,“ the comparison works Construction Cost Management from the ”quantity-one price“ plan model to ”price of separation volume“ model of the market, and gradually establish a market price-based price formation mechanism, the price of the decision in the hands of the parties involved in the market, and ultimately the allocation of resources through the market in order to realize through the market mechanism to decide on project cost.This will standardize the construction market-competitive behavior and the promotion of project bidding mechanisms play an important role in innovation.It can be said that the implementation of the project bill of quantities is a project cost management system in our country a big step forward, but also in China's accession to the WTO, the global construction industry a powerful tool for peer competition.A healthy bidding system should be in accordance with the ”open, fair and justice" and the principle of good faith, and establish a unified, open, competitive and orderly construction market.In view of the current problems existing in the bidding process, adopt regulations, and formulate and perfect the institution, strengthening process supervision measures, they can better regulate construction market order, prevent corruption from its source, purify construction market, promote the construction market order progressively toward standardization, institutionalized, and constantly improve the quality and level of the bidding work.建筑项目招投标

摘要:目前在工程建设项目行业中，以工程招投标为特征的建筑市场已经形成，施工企业为创造良好经济效益，必须严格控制成本，加强成本控制管理，才能提高市场适应能力和竞争力。本文从降低成本、增加收入两方面阐述对施工成本的有效控制。投标文件的编制是投标工作的一个重要环节，直接影响投标工作的成败，投标的成败对企业的生存和发展有着直接的影响，因此要编制出高质量的投标文件，提高单位的中标率，防止无效标及废标出现。关键词：

招投标

不正当竞争

防范对策

招标投标是一种工程交易形式，工程招投标的过程就是确定中标人和工程价格的过程，而工程价格的确定，是工程招投标工作中非常重要的一个环节，搞好招投标工程的价格确定工作，可以有效地控制工程造价，创造公平、公正的市场环境，营造有序竞争的机制。在建筑工程招标投标活动中，建筑施工企业要想在投标中立于不败之地，中标得到工程，然后又要从承包工程中赢利，就需要综合考虑各种主观条件与客观因素、研究投标策略，确定投标方法。

投标策略包括投标策略和作价技巧。所有的策略和技巧来自承包商的无数次投标的经验积累以及对客观规律的认识和对实际情况的了解，同时也与承包商的决策能力和魄力息息相关。

从招标进程上讲，招标文件是招标活动的总纲和剧本。每项招标工作如何开始，如何发出招标文件，对投标人有什么要求，如何评标，如何决标，招标程序是什么，都在招标文件中做出规定，所以编制招标文件的人员首先要对本次招标工作有一个全局性的认识，把本次招标的要求和安排反映到招标文件当中，在编制当中也会遇到事先没有想到的问题，那就在编制当中逐一解决，编制招标文件的过程也是制定招标方案的过程。

从另一个意义上来讲，招标文件也是法律文件，除了相关的法律法规外，在招标的全过程中招标人，投标人，招标代理机构共同遵循的游戏规则就是招标文件，这是参加招标工作三方人士必须遵循的法律文件，具有法律效力，所以编制招标文件的人员须有法律意识和素质，在招标文件中体现出公平、公正、合法的要求。

我国建筑工程招投标法实施以及工程施工监理制度的实践，对规范我国建筑市场、提高建筑工程施工质量，起到了积极的作用。但是在实施过程中存在不

少缺陷，需要完善、充实和提高。本工程招标文件根据《中华人民共和国招投标法》规定，对投标人，投标企业进行严格把关，对竞标者提出了专业性的要求，对工程的概况进行了说明。

目前在工程建设项目行业中，以工程招投标为特征的建筑市场已经形成，施工企业为创造良好经济效益，必须严格控制成本，加强成本控制管理，才能提高市场适应能力和竞争力。本文从降低成本、增加收入两方面阐述对施工成本的有效控制。

我国建筑工程招投标法实施以及工程施工监理制度的实践，对规范我国建筑市场、提高建筑工程施工质量，起到了积极的作用。但是在实施过程中存在不少缺陷，需要完善、充实和提高。本工程招标文件根据《中华人民共和国招投标法》规定，对投标人，投标企业进行严格把关，对竞标者提出了专业性的要求，对工程的概况进行了说明。

实行工程招投标的目的是为了市场竞争的公开、公平、公正。但是，由于建筑市场发育尚不规范，管理体制的束缚以及经验不足等原因，建筑工程招标投标在具体操作中还存在不正当竞争行为和一些弊端。这显然违背了招投标的目的，整个招标投标过程也就失去了意义，对其他未中标的投标人来讲也是不公正的，扰乱了招投标（工程承发包市场）经济活动秩序，对于这类行为必须予以禁止，只有这样，才能使建设工程竞争性交易活动依法健康运行。因此本课题将结合本人所学及社会实践，对目前的建设工程招投标制度及现状进行阐述，并针对建设工程招投标存在的弊端与不正当竞争行为现象及产生原因进行分析，最后做出相应的防范对策研究。

造价管理体系的建设，既包括理论上的探讨，又需要实践中的创新。市场经济条件下的工程造价管理，要为建筑市场有序竞争搭建管理服务平台。在这样一个大前提下，原有的定额和计价方法是不适应的，这就需要改革和完善。本着“政府宏观调控、企业自主报价、市场形成价格”的原则，来推行实施工程量清单计价规范。清单计价模式下招投标活动是建立在市场经济运行机制下，依据法律程序，以科学、公正、公开合理的方法确定中标人的一种经济活动。招投标是构成招标投标活动中两个最基本的环节。而招投标活动，无非是想通过招标，选择一家具有工

工程施工能力、造价适中、质量较优、工期较短的施工企业，这也是进行招标的最终目的。本人在实习过程中曾参与过多个项目的招投标工作，并完成过

部分工程量清单的计算，结合毕业设计过程中的体会，简要分析一下工程量清单计价模式下的招投标工作。

从风险的内涵和建设工程一般性风险特点出发，了建设工程最低价格密封招标法的几种风险及其产生的诱因，根据其特性探讨了风险控制与防范的可行性。比较了工程担保与工程保险这两种工程风险管理异同与优点；并对建设工程招投标过程中的投标人的行为特征进行了分析，揭示投标人的风险偏好行为特征随着外部环境的改变而变化，当违约惩罚较轻时，投标人偏向于追求风险，而随着违约惩罚标准加大超过某一值后，投标人表现出的风险行为改变为偏向于规避风险，惩罚标准越大投标人行为偏向于更加规避风险，这一结果对控制和防范投标人的行为风险具有重要的与现实意义。

工程造价管理由“量价合一”的计划模式向“量价分离”的市场模式转变，逐步建立市场形成价格为主的价格机制，把价格的决定权交给参与市场的各方，并最终通过市场来配置资源，从而真正实现通过市场机制决定工程造价。这对规范建筑市场的竞争行为和促进工程招标投标机制的创新发挥重要作用。可以说，实行工程量清单计价是我国工程造价管理制度的一大进步，也是在我国加入WTO后，与全球建筑业同行竞争的有力工具。

随着工程建筑市场的深入发展，传统的定额计价模式已不适应市场化经济发展的需要。为了适应目前工程招投标由市场形成工程造价的需要，必须对现行工程计价方法和计价模式进行改革，实行工程量清单计价。工程量清单计价模式是一种与市场经济相适应的、允许承包单位自主报价、通过市场竞争确定价格、与国际惯例接轨的计价模式。随着工程量清单计价模式的推广，按国际惯例招标投标势在必行。因此“最低合理价中标”是我国今后最主要的评标办法。现阶段因实施工程量清单计价模式而出现的问题主要有，针对我国现阶段《招标投标法》中规定的最低合理价中标的原则，多数承包商尚未建立自己的企业定额，无法确定企业的合理成本。本文就是以科学、快捷的确定“合理成本价”为研究的关键。首先从工程成本的基本概念入手，分析了工程量清单计价模式下的成本构成，为准确预测工程成本提供了基础，综合考虑了社会平均成本和企业个别成本来进行投标阶段的成本估算。其次通过对模糊数学和指数平滑技术的深入分析，通过“贴近度”的概念，合理的将模糊数学与指数平滑技术结合起来，构建了工程成本模糊预测技术的数学模型，并根据统计的有关参考资料和经验建立了“框架结构体系”的对比工程

一个健康的招投标制度应该是按照“公开、公正、公平”和诚实信用的原则，建立起统一、开放、竞争、有序的建筑市场。针对当前招投标过程中存在的问题，采取完善法规、明确职责、健全机构，强化过程监督等措施，才能更好地规范建筑市场秩序，从源头上遏止腐败，净化建筑市场，促进建筑市场秩序逐步走向规范化，法制化的轨道，不断提高工程招投标工作的质量和水平。

第三篇：交通运输 外文翻译 外文文献 英文文献 北京运输系统

附件1：外文资料翻译译文

北京运输系统

摘要：运输系统提供了与城市郊区显着不同的服务，这通常会导致有关用户选择交通方式的不同假设。本文所提到的仿真模型，提出了评估影响运输服务的政策。运输方式被认为是公共交通工具，包括轻型轨道交通（轻轨）和公共汽车，加上私人轿车。在三步旅行者行为仿真模型中，使用了广义运输成本的概念。它提出各类交通以及对居民的出行选择和郊区住宅社区形态量化的建议，并使用了源自于中国北京一个典型走廊的数据。

仿真结果表明：票价降低，增加公共交通的综合能力，以及对私家车的惩罚是很有必要的，以此来提高系统效率和郊区的吸引力，特别是对那些低收入的人；没有公路定价，将鼓励中等收入居民转向私人轿车，同时,高收入者可能因为道路拥挤离开郊区；然而公共交通的改善可以吸引更多短距离和中距离的旅客，但轿车用户对于旅行距离并不敏感。

关键词：广义成本，公共交通，拥挤定价，运输服务，北京

从上世纪90年代，中国大中城市已经历郊区化，而且这些城市的空间结构逐步形成，在很大程度上依赖于交通运输的进步。由于人口爆炸和改造中心城市，许多郊区城镇发展为住宅区，这些新发展城镇的大部分居民受雇于中心城市或附近的工业区。例如，80%多回龙关郊区社区的居民在北京或发达地区中心城市工作，几乎有一半的北京社区居民受雇于朝阳区中央商务区。这些领域在交通系统规划与提供经营效率方面对交通政策制定者和城市规划设计师提出了新的挑战。

在许多情况下，边沿城镇通过高速公路和城市轨道连接中心城市或工业园区。相比传统的城市，郊区展览更稳定的运输使用模式，更加依赖公共交通，私人汽车，较少使用机动模式（自行车，步行）。工作距离比任何单一因素对人们的交通方式的影响都大。这样的特点，可以深刻影响的人口郊区化，并限制一些人移民到郊区。

本文利用西北地区的北京作为一个测试案例，分析了运输服务的政策，主要是费用和服务质量，将影响整体运输系统与城市空间结构。本文的组织如下：第二节简要回顾最近一些有关运输方式选择的文献，并与海城市海城走廊案件，特别是中国的现状进行比较。第三部分讨论广义运输成本的概念，并建立了新的概念，包括利用广义成本和转移成本预算的障碍。第四节在公共运输和驾驶之间介绍旅客运输方式选择行为仿真模型，然后转向注意中国经验运输服务政策与海城市海城出行方式选择。在第五节中，特别提到的情况是，利用北京的轻轨和高速公路，西北地区迅速郊区化。在第六节中，得出主要研究结果和政策启示。

大量的研究机构在研究运输方式和个体出行方式的选择。一般来说，有三种常见的方法来确定这个问题。第一部分着重研究影响选择决策的每个模式的特点，所采用的实证研究状况用于改变结果，研究人与旅游目的等。例如，travel-to-work行为在阿克拉（加纳）主要由知觉服务品质、商业通勤车以及员工的个人情况决定，而不是通过访问，等待时间或车载。在英国，为了走亲访友而决定行程，经济因素在很大程度上解释模式的选择，使用私人交通工具时定性的理由往往是次要的（科恩、哈里斯，1998）。约翰松等使用瑞典上班者的图片案例表明了灵活性和舒适性这两个感觉影响个人的选择模式。根据在法兰克福，德国的实验领域研究和统计分析，认为有四类人。一类人很少重视金钱和时间因素，第二种人非常重视金钱但很不重视时间，第三种人都重视，第四种人很少重视金钱但很重视时间。林坦库等人选自来自1998年的数据，即荷兰国家旅游调查组确认空间配置，土地利用和交通基础设施，对长途旅行模式比如通勤，商务和休闲旅行具有重大影响。

广义运输成本的概念经常用于评估和解释的旅游行为。广义旅行成本包括旅行时间，超过时间，金钱成本，停车收费，和一些令人忽视的小费。然而，这一概念在不同的文献因为不同的研究目的是不同的。例如，广义骑自行车费用如下：旅行时间，物理需要，舒适，交通安全，自行车被盗的风险，停放自行车的费用以及维护费用，个人安全。货币化的广义概念通常是将旅行时间转换成货币费用，增加的费用，收取的费用，在这项研究中，模拟通勤出行行为，三个运输关于概念费用是相通的。第一个可以被定义为预算障碍，包括经营费用，养路费以及停车场收费。第二个是货币化的广义成本和时间成本，包括经营费用，以及停车费用。用户被假定为尽量减少个人的货币化成本，把自己的出行方有别于旅行时间和费用成本。广义货币化成本的公共交通是计算访问到火车站的时间，等候时间，这是计算的基础上的进展，等车时间，以及票价。货币化费用包括旅行时间，收费，汽车运行成本和在工作地方的停车场收费。第三个概念是确定模式转移成本即拥挤造成不适的成本。据推测，如果乘客在车辆已远远超过容量，新来的旅客会转移到其他负担得起的运输方式。

贯穿城市及乡村的公路通常是不仅仅可以通私人轿车，也可以通公共汽车。介于以前的经验，道路定价可以大大提高用户的剩余地区，公共交通的费用可以大大减少因长时间的旅行而造成的拥挤，特别是，如果用户很大程度上钟情于公共交通。方案2表明高收入的旅客不得不放弃定期迁移到郊区的计划，主要由于免费使用的情况下所造成的严重挤塞。另一组是深深影响了中等收入的旅客，她他们从公共运输方式换成了私家车驾驶。

公共汽车票价降低和公交线路的增加使得许多中等收入居民转移去坐公交车，同时小汽车用户转移到轻轨，特别是那些短距离旅行。此外，研究发现，一个综合改善公共交通服务和一些私人汽车惩罚措施的政策，有利于提高系统效率和郊区社区的吸引力。

这种综合系统包括轻轨、公共汽车票价的降低，服务质量的提高和公路通行费的征收。应该指出，轻轨已旨在增加公交扶手使公共交通更吸引用户，从而，减少道路拥挤。根据模拟结果，轻铁及巴士票价减少以及客容量的增加，使这一模式对于那些中低收入旅行者更有吸引力。最后的结果是，越来越多的人移民到郊区，不论是低收入到高收入阶层。当然，公共交通服务的改善需要政府补贴，这也是一个世界性的现象。每个模式的经济旅行距离几乎不受不同的运输服务的政策影响。公共汽车是用于短距离的旅行，而中、长距离者喜欢轻铁。反之，小汽车用户则是无所谓。结果表明，这些低收入公民因现有运输服务的政策限制迁移到郊区的经济房屋，包括相对高收费的公共交通和公路，以及有限的轻轨和公交线路。当然，所有运输模式对于在家工作的人在一定程度上都有影响。

城市交通在整个世界中都是是政府政策的一个主要领域。运输政策也会影响城市形态，尤其是郊区化。在北京，许多经济公寓是专为那些低收入居民建造准备的。在重大问题的决策之前有两个主要的问题。首先，从过去的经验，大量在郊区社区中的永久居民都是中等或更高收入的人。而且很多的业主仍然居住在城市中心，郊区房子只用来去度假。此外，居民不断投诉交通拥堵和相对高的收费公路，特别是在繁忙时间。本研究的模拟结果解释了这些现象并尝试给出了相应的政策含义。

附件2：外文原文

Transport system

Abstract Transport systems offer substantially different services in city-suburb areas;this usually leads to different assumptions about user behavior in transport mode choice.In this paper a simulation model is proposed to assess the effect of transport service policies on mode choice.The transport modes considered are public transport, including light rail transit(LRT)and bus, together with the private auto.In the three step traveler behaviour simulation model, the concept of generalised transport costs is used.Various transit incentives are proposed and their impacts on residents travel choice and suburban residential community form are quantified, using data on a typical city-suburb corridor in Beijing, China.The simulation results show that: the fare reduction and capacity increase of public transport integrated with private car disincentives is necessary to improve system efficiency and suburb community attractiveness, particularly for those low income people;without highway pricing, medium income residents will be encouraged to shift to private car while more high income persons might leave the suburb because of road congestion;public transport improvement can attract more short and medium distance travelers, but the car users are not sensitive to travel distance.Keywords: generalised cost, public transport, congestion pricing, transport service, Beijing From the middle of 1990s, metropolitans in China have been experiencing suburbanization, and the spatial structures of these cities are shaped, in large measure, by the advances of transportation.Many suburban towns were development only for residential areas because of the population explosion and renovation in central cities.Most of the residents in these new development towns are employed in the central city or near industrial parks.For example, more than 80% residents of Hui long guan suburban community in Beijing have jobs in central city or developed CBD areas.And almost half of the residents in Wangjing community are employed in CBD in Chaoyang District.These areas present new challenges for transport policy makers and urban planning designers to plan and operate efficient transportation systems.In many cases the edge towns are connected to the central city or industrial parks by high-speed highways and urban rails.Compared to traditional urban areas, the suburban towns exhibit more stable transport mode use, more reliance on public transport and private automobile, less use of non-motorized modes(bicycle, walking).Home to work distances have a stronger bearing on people’s transport mode to work than any single factor.Such characteristics can deeply influence the population suburbanization, and restrict some people from immigrating to the suburb.This paper analyses how the transport service policy, mainly fare and service quality, will impact the overall transport system performance and urban spatial structure, using the North-west area of Beijing as a test case.The paper is organized as follows.Section II briefly reviews some of the recent literatures on transport mode choice, and compares these studies with the city-suburban corrid or cases, especially the current conditions in China.Section III discusses the concept of generalised transport costs, and establishes the new concepts including budget barrier, monetized generalised cost and shift cost.Section IV presents the traveler behaviour simulation model of transport mode choice between public transport and driving.Attention is then turned to the Chinese experience of transport service policy and city-suburban travel mode choice in section V, with special reference to the case of North-west area which is a rapidly suburbanized region served by light rail and highway in Beijing.Major findings of the research and the policy implications are concluded and discussed in section Ⅵ.A substantial body of research exists on transport mode and individual travel mode choice.In general, there are three common approaches to identify this issue.The first part of researches focuses on determining the characteristics of each mode which influence the choice decision.The results change with the adopted empirical case condition, studied person and travel purpose, etc.For example, travel-to-work behavior in Accra(Ghana)is influenced mainly by perceived service quality of the commercial commuter vehicles as well as employees' personal circumstances rather than by access, waiting or in-vehicle times(Abane, 1993).For trips made to visit friends and relatives in Britain, the economic reasons largely explain mode choice, and qualitative reasons for using private transport are often secondary(Cohen and Harris, 1998).Vredin Johansson et el.used a sample of Swedish commuters to prove that both attitudes towards flexibility and comfort influencing the individual's choice of mode(Vredin Johansson, Heldt et al., 2006).Based on an experimental field study and statistical analysis conducted in Frankfurt Main, Germany, four classes of individuals were identifed.One class allocates a low importance to both monetary and time considerations, the second allocates high importance to money and low importance to time, the third allocates high importance to both, and the fourth allocates a low importance to money and a high importance to time(Davidov, Yang-Hansen etal., 2006).And Limtanakool etel.employed data from the 1998 Netherlands National Travel Survey to confirm the spatial configuration of land use and transport infrastructure has a significant impact on mode choice processes for medium and long distance trips for all purposes: commute, business, and leisure trips

Generalised transport costs is a concept frequently used forassessing and explaining travel behaviour.The generalised costs of travel include the travel time, excess time, money cost, parking charge, and the discomfort and lesser connivance.However, this concept is diverse in different literatures for varying research purposes.For example, the generalised costs of cycling are the following: travel time, physical needs, comfort, traffic safety, risk of bicycle theft, costs of parking bicycles and maintenance costs, personal security.And the concept of monetized generalised cost is usually calculated by converting travel time into monetary cost, and adding the cost of the fare charged In this study, for simulating the commuter’s travel behaviour, three transport costs related concepts are adopted in order.The first can be defined as budget barrier, including the fare or toll charged together with parking cost which all means cash payment in the trip.The second one is monetized generalized cost including fare, parking and time cost.Users are assumed to minimize individual monetized generalized trip cost and divide themselves among the travel modes that are differentiated in travel time and fare cost.The monetized generalized costs of public transport is computed as a function of the access time to the station, the waiting time which is calculated based on the line’s headway, in-vehicle travel time, and the fare.The monetized generalized cost of driving includes travel time, toll, car operation cost and parking charge in work place.The third concept is identified as mode shift cost which means discomfort cost caused by congestion.It is assumed that if the passengers in vehicle have far exceeded the capacity, the new coming passenger will shift to other affordable transport mode.The city-suburb highway is usually used not only by private auto, but the bus.Using the previous experience，road pricing can greatly increase users’ surplus in the area where the cost of public transport can be significantly reduced by decreasing congestion because of the long travel distances involved, Particularly, if a substantial portion of users are captive to public transport.The results of scenario 2 show that more high income travelers have to abandon the plan of migrating to suburb mainly owing to the serious congestion on the condition of free use.Another deeply influenced group is medium income travelers who shift from public transport modes to car driving.Bus fare reduction and bus lines increase make many medium income residents shift to bus transport, meanwhile the car users shift to light rail, particularly those who travel for short distances.Furthermore, the research finds that an integrated policy of improved public transport service and some private car disincentives is beneficial to improve system efficiency and suburb community attractiveness.The integration consists of light rail and bus fare reduction, service quality improvement and highway toll imposition.It should be pointed out that light rail has been designed to increase transit rider ship by making public transport more attractive to users and, thus, to reduce road congestion.According to the simulation result, the light rail and bus fare reduction and capacity increase makes this mode more attractive to those low and medium income travelers who are captive to bus mode before.The final outcome is that more people can migrant to the suburb, from low to high income classes.Of course, the public transport service improvement requires government subsidization, which is a worldwide phenomenon.The economic travel distance of each mode is almost not affected by different transport service policies.Bus is used more by short distance traveler, while the medium and long distance commuters prefer to light rail.On the contrary, car users are not sensitive to the travel distance, as shown in figure 3-4.The result indicates that those low income citizens are restricted from migrating to economic houses in suburb towns on account of existing transport service policies, including relatively high fare of public transport and highway, limited light rail capacity and bus lines.Of course, all transport modes have been affected to some degree by the numbers of persons working at home.Urban transportation is a major realm of government po1icy throughout the world.The transport policies also will affect the urban form deeply, especially during suburbanization.In Beijing, many economic apartments have been constructed in suburb for those low income citizens.There are two major problems before the policy makers.First, from the past experience, a large number of the permanent residents in the suburban communities are medium or even high income people.And many of the house owners still reside in central city and go to their suburban house only for holiday.In addition, the residents continually complain at the transport congestion and relative high toll of highway, particularly at peak time.The results of simulation in this study explain these phenomena and try to give some policy implications.

第四篇：市场营销_外文翻译_外文文献_英文文献_顾客满意策略与顾客满意

顾客满意策略与顾客满意营销

原文来源：《Marketing Customer Satisfaction》

自20世纪八十年代末以来,顾客满意战略已日益成为各国企业占有更多的顾客份额,获得竞争优势的整体经营手段。

一、顾客满意策略是现代企业获得顾客“货币选票”的法宝

随着时代的变迁,社会物质财富的极大充裕,顾客中的主体———消费者的需求也先后跨越了物质缺乏的时代、追求数量的时代、追求品质的时代,到了20世纪八十年代末进入了情感消费时代。在我国,随着经济的高速发展,我们也已迅速跨越了物质缺乏时代、追求数量的时代乃至追求品质的时代,到今天也逐步迈进情感消费时代。在情感消费时代,各企业的同类产品早已达到同时、同质、同能、同价,消费者追求的已不再是质量、功能和价格,而是舒适、便利、安全、安心、速度、跃动、环保、清洁、愉快、有趣等,消费者日益关注的是产品能否为自己的生活带来活力、充实、舒适、美感和精神文化品位,以及超越消费者期望值的售前、售中、售后服务和咨询。也就是说,今天人们所追求的是具有“心的满足感和充实感”的商品,是高附加值的商品和服务,追求价值观和意识多元化、个性化和无形的满足感的时代已经来临。

与消费者价值追求变化相适应的企业间的竞争,也由产品竞争、价格竞争、技术竞争、广告竞争、品牌竞争发展到现今的形象竞争、信誉竞争、文化竞争和服务竞争,即顾客满意竞争。这种竞争是企业在广角度、宽领域的时空范围内展开的高层次、体现综合实力的竞争。它包括组织创新力、技术创新力、管理创新力、产业预见力、产品研发力、员工向心力、服务顾客力、顾客亲和力、同行认同力、社会贡献力、公关传播沟通力、企业文化推动力、环境适应力等等。这些综合形象力和如何合成综合持久的竞争力,这就是CS策略所要解决的问题。CS时代,企业不再以“自己为中心”,而是以“顾客为中心”；“顾客为尊”、“顾客满意”不再是流于形式的口号,而是以实实在在的行动为基础的企业经营的一门新哲学。企业不再以质量达标,自己满意为经营理念,而是以顾客满意,赢得顾客高忠诚度为经营理念。企业经营策略的焦点不再以争取或保持市场占有率为主,而是以争取顾客满意为经营理念。因此,营销策略的重心不再放在竞争对手身上而是放在顾客身上,放在顾客现实的、潜在的需求上。当企业提供的产品和服务达到了顾客事先的期望值,顾客就基本满意；如果远远超越顾客的期望值,且远远高于其他同行,顾客才真正满意；如果企业能不断地或长久地令顾客满意,顾客就会忠诚。忠诚的顾客不仅会经常性地重复购买,还会购买企业其它相关的产品或服务；忠诚的顾客不仅会积极向别人推荐他所买的产品,而且对企业竞争者的促销活动具有免疫能力一个不满意的顾客会将不满意告诉16-20个人,而每一个被告知者会再传播给12-15个人。这样,一个不满意者会影响到二、三百人。在互联网普及的今天,其影响则更大。据美国汽车业的调查,一个满意者会引发8笔潜在的生意,其中至少有一笔会成交。而另一项调查表明,企业每增加5%的忠诚顾客,利润就会增长25%-95%。一个企业的80%的利润来自20%的忠诚顾客；而获取一个新顾客的成本是维持一个老顾客成本的6倍。所以,美国著名学者唐·佩珀斯指出:决定一个企业成功与否的关键不是市场份额,而是在于顾客份额。

于是,企业纷纷通过广泛细致的市场调研、与消费者直接接触、顾客信息反馈等方式来了解顾客在各方面的现实需求和潜在需求。依靠对企业满意忠诚的销售、服务人员,定期、定量地对顾客满意度进行综合测定,以便准确地把握企业经营中与“顾客满意”目标的差距及其重点领域,从而进一步改善企业的经营活动。依靠高亲和力的企业文化、高效率的人文管理和全员共同努力,不断地向顾客提供高附加值的产品,高水准的亲情

般的服务,以赢得顾客不断变化和提升的满意度,赢得更多的顾客份额。如海尔始终把顾客需求放在第一位,站在顾客的角度考虑产品开发、设计,提供个性化、人性化实用产品,从拉幕式彩电到最新推出的“换台不晃眼彩电”,从小小神童洗衣机到手搓式洗衣机,从小王子冰箱到“智慧眼”变频空调,从17个小时制出“迈克冷柜”到售后一条龙星级服务,无一不是为满足顾客需求而提供的令其满意的超值产品和服务。又如微软的每一种产品都集中了世界上最优秀的开发人员,推出比顾客想要的还要好的产品,同时形成全球化销售的规模经济,把价格降到最低。而这正是微软20年来成功的秘决。

综上所述,情感消费时代,决定生产经营何种产品和提供什么样服务的权力已不再属于企业,而是属于消费者,衡量企业效率以及存在价值的决定权转移到了顾客手中,企业应尽量迎合顾客,超值满足顾客,以尽可能地从顾客那里获得“货币选票”。而CS策略正是获取这种选票的制胜法宝。

二、顾客满意营销策略的主要步骤

第一,在企业文化层面上确立以顾客为中心,顾客利益至上,以顾客满意为目标的经营理念。

CS理论中的顾客指的是内部员工和外部顾客(包括经销商、批发商、代理商、最终消费者和原材料供应商、合作者等),顾客满意包括员工和外部顾客的满意,顾客忠诚亦然。企业成功的机制在于顾客满意与忠诚,员工是顾客满意和忠诚的关键人员。员工对企业的满意度和忠诚度是顾客对企业产品和服务满意度和忠诚度的基础,顾客满意度和忠诚度是员工行为的必然结果。没有员工的满意与忠诚,就不可能创造出令顾客满意的产品和提供超值服务,顾客自然就不满意不忠诚,离企业而去。当员工满意与忠诚时就会在与顾客接触中以极大的热情投入自己的智力资本,创造性地为顾客服务,并能及时发现顾客需求动向,及时提升产品和服务的附加值,紧紧抓住顾客的心,令其满意。联邦快递发现,当内部员工满意率提高到85%时,他们的顾客满意率高达95%,且企业的利润也就十分乐观。在这里员工的态度决定着一切。

因此,企业必须将顾客满意的经营理念渗透于员工的头脑中,体现在管理中,对员工忠诚,以他们研发产品、制造产品、提供营销服务令顾客满意。如九头鸟”,员工得到的教育是一切以顾客为中心是企业经营的最高原则。顾客是恩人,是朋友,是老师,是顾客给了我们工作的机会,工作的价值,工作的乐趣和工作的意义。我们应该发自内心地真诚地感谢顾客,顾客的满意就是我们的工作目标,为顾客创造最有价值的产品和服务是我们的最高目标。在此原则指导下,宁愿让自己吃亏不能让顾客吃亏已成为“九头鸟”员工的行为准则。让顾客感到在“九头鸟”消费是一种享受,是一种物超所值的享受。顾客在付出成本后,对自己的消费有一个期望值,而消费者最后得到的消费在其心中也会有一个评价的标准来衡量,如果物超所值,他以后就会再来,如物有所值,他以后可能会再来；否则,消费者将不会再来。所以,“九头鸟”的目的就是为消费者提供物超所值的产品和服务。有如此经营理念及其指导下的令顾客满意营销,“九头鸟”红火于京城就不难理解了。

第二,让顾客参与产品设计与研发。

企业以顾客为中心,经过市场细分,广泛的调研了解目标公众的需求和价值,站在顾客的角度考虑产品开发、设计,提供个性化、人性化的高附加值的产品和服务,是正确的,但必须让用户一起参与产品设计。利用互联网和CAD技术与顾客建立有效的沟通和信息交流,及时掌握顾客的各种需求信息和顾客价值,鼓励各种信息来源渠道对顾客信息库进行及时的更新。经过分析、总结,了解顾客的本质需求,并使顾客本质需求信息成为企业各个部门的共享资源。以此设计产品,提供令顾客满意的服务。现在,许多公司采用一种名为:“产品配置器”的系统来帮助用户一起参与产品设计。即在计算机里存放了所

有产品模块的最新信息,并随时更换,营销人员在销售现场通过因特网,根据用户需要或与用户一起配置出其所需要的能满足其价值的产品。上海通用公司生产的汽车令经营商和用户非常满意,就是因为让用户一起参与了产品的设计。而海尔无论是为四川农民生产的能洗地瓜的洗衣机,为上海用户生产的“小王子冰箱”,还是换台不晃眼的彩电,海尔的“智慧眼”变频空调,星级一条龙售后服务等,都是依据用户的需要,吸收了顾客参与产品设计的建议,而设计开发的令顾客满意的富有人性化的超值商品和服务,自然就赢得了更多顾客的芳心。

第三,提供令顾客满意的全程服务和个性服务。

全程服务是针对顾客的购物与消费每一环节所进行的细致而又深入的服务,心的服务。全程服务就是消费者从产生消费欲望那一刻起到商品使用价值耗尽为止的整个过程,对消费者的细心呵护,使消费者与自己的品牌紧密相连,让消费者享受文化、享受服务、感受理念、感到受益,心甘情愿地消费你的产品或服务,令消费者在每一个层面都感到完全满意,并能赢得客户的忠诚。销售阶段———保证顾客得到必须及时优质的服务,售前咨询培训参与,传递知识信息,创造购物需求,令顾客理性选择,帮助顾客购买自己实用称心的商品；售中支持提供方便,最大限度地发挥商品功能,让顾客体味到温情和价值；售后增值反馈回访服务,使顾客感受到温馨和真情。如一老太太买的海尔空调,回家途中被黑心司机拉跑了,海尔得知后,立即免费给老太太送去一台海尔新空调,并决定以后送货到位。内蒙一用户因家中失火,将刚买的海尔冰箱烧坏,海尔接电后从计算机服务网络中查到该用户详细住址,派专人专车用4天时间赶到为其修好冰箱。这种超值服务必然赢得顾客超期望值的满意。

在如今情感消费时代,人们追求“心的满足感和充实感”的商品,是高附加值极富个性化价值的商品,追求价值观和意识多元化、个性化和无形的满足感。因此,企业不再将注意力投入于全体消费者的一般需求差异上,应针对追求各异的个性消费者,量体裁衣,设计并开发企业的产品及服务项目,以适应当今个性化和多样化的消费趋势。面对越来越复杂的消费倾向,企业要驾驭顾客需求,进行个性化营销,关键在于建立顾客资料库与顾客信息反馈系统,进行客户关系管理,不断收集了解消费者的要求和偏好的变化,以及对企业新的期望,以便更好地为顾客提供个性化服务。

第四,培育顾客忠诚。

在餐饮业,满意顾客中品牌转换者的比例竟高达60%到80%。这说明满意的顾客并不一定能成为忠诚顾客。而一个企业80%的利润来自20%的忠诚顾客,营销顾客集Aracature Corp.的总裁Larry Light在Advertising Age杂志上说,从忠诚顾客身上得到的收益是非忠诚顾客的9倍。沃尔玛之所以能够持续增长成为500强的老大,根本原因在于它吸引客户忠诚的经营能力。

顾客忠诚是来自顾客感受到的、通过双向沟通所传递的价值和相互关系,是通过企业不懈地提供超值产品或服务而取得的。要使顾客忠诚,企业最高管理层必须有长期不懈的决心和资金支持,对企业的忠诚顾客进行界定,了解顾客的需求是怎样形成的,他们离去的原因是什么,买了谁的产品,为什么?认识并创建顾客忠诚的激励因素。培育忠诚顾客的营销方法有两种:

一是要妥善解决顾客的抱怨。只要妥善地处理顾客报怨,82%的顾客会再度购买商品。妥善处理顾客报怨,要求企业确立一套良好的人性化的“报怨管理”制度。第一,树立“顾客的报怨,是给企业最好的礼物,对改善企业的经营管理有好处”的观念；第二,企业必须确立有效的报怨处理政策和制度,并训练员工,正确对待顾客报怨,站在顾客的角度处理顾客报怨的问题；第三,处理顾客的部门要轮换,以便各业务单位都能及时了解顾客的满意度,并获得处理顾客报怨的经验；第四,建立所有顾客报怨资料库,以便及时

处理并防止公关危机的发生。

二是建立忠诚顾客数据库。只有通过数据库进行跟踪调查分析,才能确切知道企业拥有的顾客份额会增加多少,达到某一份额需要多久。忠诚顾客数据库的核心是关联数据库,它由一系列记录营销项目不同侧面的子库组成。忠诚顾客数据库,可以为员工及时提供超值服务所需的资料；为收集所有与顾客有关的细节资料创造条件；强化同顾客的快捷联系；为开发新产品和提供新的服务创造条件；与顾客进行长期互动的双向沟通,以便为其提供潜在需求的、似曾想到又非想到的满足其期望价值的产品或服务。

第五篇：机械 外文翻译 外文文献 英文文献 一个复杂纸盒的包装机器人

附件1：外文资料翻译译文

一个复杂纸盒的包装机器人

Venketesh N.Dubey 英国设计学院，工程和计算机，伯恩茅斯大学，普尔

Jian S.Dai 伦敦大学国王学院，英国伦敦大学，伦敦

摘要

目的—为了展示设计一种可以折叠复杂几何形状的纸盒的多功能包装机的可行性。设计/方法/方式—这项研究对各种几何形状的纸盒进行研究，将纸盒分为适当的类型以及机器可以实现的操作；把能加工这些纸盒，并进行机械建模和仿真，且最终可以设计和开发的包装机概念化。

研究结果—这种多功能包装机已经被证明是可能的。只需将这种多功能包装机小型化，并对它投资以促进其发展，这种机器可以成为现实。

研究限制因素/问题—本研究的目的是证明这种包装机的原理，但实际应用需要考虑结合传感器给出了一个紧凑的、便携式系统。

创意/价值—这项设计是独一无二的，并已被证明可以折叠各种复杂形状的纸盒。关键字：机器人技术 包装 自动化 文章类型：研究论文简介

产品包装是关键的工业领域之一，以自动化为首要权益。任何产品流通到消费者手中需要某种形式的包装，无论是食品、礼品或医疗用品。因此，对高速的产品包装有持续的需求。对于周期性消费品和精美礼品，这项需求更是大大增加。它们要求包装设计新颖且有吸引力，以吸引潜在客户。通常这类产品用外观精美、形状复杂的纸盒递送。如果采用手工方法进行包装，不仅令工人感到乏味且操作复杂，也费时和单调。

对于简单的纸盒包装，通过使用沿传送带布置的专用机器，已经获得了实现。这些机器只能处理固定类型的纸盒，任何形状和结构的变化很难纳入到系统之中。在大多数情况下，它们需要进行超过40种变化以适应同种类型但大小不同的纸盒，这就意味着每一个特定类型的纸盒需要一条包装生产线。从一种类型到另一种类型的纸盒折叠组装生产线的转换将会使资本支出增加。因为这些限制因素和转换生产线的相关成本，包装的灵活性将会失去。

因此，作为一种补充，手工生产线被引进以适应不同类型的纸盒的生产,从而解决转换生产线的问题。它们承担了大约10%的工作订单，并被用作生产促销产品的组装生产线。但是，问题仍然存在，手工生产线上的管理员和操作工需要一个长时间的学习过程，而且与机器生产线不同，劳动伤害主要是源于扭手动作。此外，手工生产线通常被认为是一个季节性的生产力，仍然需要专门的机器长年运行，以节约成本和时间。设计师追求奇幻和独特的纸盒包装以响应竞争激烈的市场，使包装工作更加困难。纸盒的风格和类型的频繁变化和小批量生产对纸盒装配和包装生产线提出了挑战，为此需要设计一种灵活的机器。

因此，这项责任放在了包装行业的身上,在可编程和可重构系统的帮助下充分加快转换过程以处理不同类型的纸盒。这种灵活的和高度可重构的系统的开发需要进行系统的分析和综合每个部件，即纸盒和纸盒的折叠模式、包装纸盒的机器、完整的组装操作。一种这样的方法（Lu和Akella，2000年）已经公布了,该方法使用固定装置来折叠纸盒。虽然这种方法能完成纸盒所有折叠操作，但实施的工作只是处理一个简单的矩形箱,其固定的自动装置被安装在指定的位置。但是，对于复杂几何体纸盒，需要对纸盒和折叠机构进行综合考虑，从而实现包装生产线的柔性自动化。

在复杂纸盒的折叠操作及工序分析方面，作者开展了大量的研究，并诉诸于图形理论、螺旋理论、矩阵理论且以一种空间结构表示纸盒；及其研究纸盒移动性和分析其结构外形（Dai and Rees Jones，1997a，b，c，1999；Dubey et al.1999a，b，c；Dubey and Dai，2001）。本文介绍从事设计能处理复杂几何形状纸盒的可重构纸盒折叠机的研究。设计和原理的需要

该项目被列在许多化妆品和香水供应商的愿望列表上，如伊丽莎白雅顿和卡尔文·克莱恩，并被Unilever Research UK积极地考虑了数年。他们愿意支持任何一种能够使用一些替代手段从而实现整个花式纸盒包装过程自动化的研究思想。结果，这个

23一台电动机驱动做垂直运动以及转动，从而使纸盒达到包装操作所需的任何位置。手指的关节直接通过关节马达驱动，整个系统需要控制14个轴。这些考量是基于高度的可重构性与控制最小数量的轴。

指尖的设计进行了专门地考虑，因为它们必须执行上一节所讨论的各种操作功能。受手工包装过程的启发，指尖设计采用带有V型槽的尖头。根据手工包装的需要，使其手指能在纸盒上施加“戳”和“挤”的力。该尖头用于戳操作，在V型槽的挤压下，纸板打开以进行塞操作。除了提供戳力和挤力，二自由度手指的Y形部分还能给扁平纸板提供暂时的推力。在有限自由度的情况下，这样的设计可以提供许多灵活的操作功能以处理不同构造不同类型的纸盒。

该模型提供了机器运行所需的全部运动信息（Dubey and Crowder，2003年）。包装机的参数模型已经被开发出来（Workspace4，1998年），几何外形和尺寸设计的改变可以非常容易地纳入到模型中，包括结构的验证。这也使机器部件的运动参数能在加工之前就得以确定。包装纸盒时，在纸盒上定位各种接触点，通过记录的各种接触点的位移，就可以实现手指的纸箱之间的运动的连通性。纸箱上的接触点可以由折叠次序的几何表示鉴别（Dubey and Dai，2001）。这些接触点用于测量每个手指关节的偏移量。将这些位移数据进行插值运算，生成最优手指路径，尽量减少不必要的手指运动，从而减少包装的周期时间。从模型中获得的插补数据可以下载，用以驱动手指。当前的研究工作是基于纸盒的几何特征及其折叠次序的研究，使整个包装过程可以实现自动化（迪比等，2000），而不是借助于纸盒的仿真。

图5显示了当纸盒折叠时,手指跟踪纸盒上的接触点。模拟模型为包装机器的设计以及控制提供了许多有价值的信息。例如，在维度和结构决定之前，模拟模型可用来检查机器的几何以及结构。通过改变模型的基本尺寸参数,任何新的机械零件几何信息都可直接获得。在纸盒的折叠过程中所得的运动数据和轨迹可用于手指系统控制。目前，模拟运动参数不可从直接整合到控制器中，因此这些数据都必须以数据文件的形式输入到控制器中。不过，这种方法可全面地校核折叠次序，然后下载这些数据并输入到控制器中。

插图2 另一种纸盒的包装机 讨论和结论

本文提出了一份灵活的、可重构的装配和包装系统。本研究的目的是设计一个可以处理不同几何形状的纸盒可重构的装配和包装系统。最初的想法是要开发一个可以展示对不同风格和复杂形状的纸盒的适应能力的系统。结果表明，该包装机可以折叠两个完全不同形状的纸盒。在任何情况下，折叠周期约为45s。虽然这不是一个优化的折叠时间，但是采用在线数据传输有望减少周期时间至30秒或更少。虽然一个非常灵活的纸盒包装机在用于车间生产之前仍有许多问题需要解决。不过，本研究的目的是验证面向包装行业的快速转换技术。

未来需要改进的部分包括优化手指导轨，使用力反馈触觉传感器，以避免纸板上的压力过大，且将在真空装置中进行折叠操作。还建议将仿真模型与实际机器相结合,使其能下载在线数据。X-Y工作台可用电机驱动和控制,实现自动重构。这些先进的技术，将使整个包装过程自动化, 从纸盒的二维图开始，然后确定其运动学特性并生成运动序列到完成产品包装。此外，如果能小型化，还计划将灵活的、可重构的机械手安装在一个机器人手臂上以得到更高灵活性。该系统不仅能进行纸盒折叠，也可以在折叠的同时将产品放入纸盒中。这将减少包装时间，也能够迎接对不断变化的高端私人产品包装需求的高度适应性的挑战。参考文献

Dai, J.S.(1996a), “Survey and business case study of the exterous reconfigurable assembly

metamorphic mechanism”, paper presented at Tenth World Congress on the Theory of Machine and Mechanisms(IFToMM), pp.98-103.Lu, L.and Akella, S.(2000), “Folding cartons with fixtures: a motion planning approach”, IEEE Transactions on Robotics and Automation, Vol.16 No.4, pp.346-56.Workspace4w(1998), User’s Guide, Robot Simulations Ltd, Newcastle upon Tyne.附件2：外文原文

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