第一篇：機械設計制造及其自動化外文翻譯外文文獻英文文獻普通鉆床改造為多軸鉆床

普通鉆床改造為多軸鉆床

目前，我國中、小型企業的產品質量和生產效率都需要有一個新的提高,但是加工手段卻遠遠不能滿足需要,許多中小型企業都結合自己的實際對設備的技術狀態進行改進，通過強化自身,以求自我發展普通鉆床為單軸機床，但安裝上多軸箱就會成為多軸的鉆床，改造成多軸鉆床后，能大大地縮短加工時間，提高生產效率。

多軸加工應用：據統計，一般在車間中普通機床的平均切削時間很少超過全部工作時間的15%。其余時間是看圖、裝卸工件、調換刀具、操作機床、測量 以及清除鐵屑等等。使用數控機床雖然能提高85%，但購置費用大。某些情況下，即使生產率高，但加工相同的零件，其成本不一定比普通機床低。故必須更多地縮短加工時間。不同的加工方法有不同的特點，就鉆削加工而言，多軸加工是一種通過少量投資來提高生產率的有效措施。

多軸加工優勢：雖然不可調式多軸頭在自動線中早有應用，但只局限于大批量生產。即使采用可調式多軸頭擴大了使用范圍，仍然遠不能滿足批量小、孔型復雜的要求。尤其隨著工業的發展，大型復雜的多軸加工更是引人注目。例如原子能發電站中大型冷凝器水冷壁管板有15000個ψ20孔，若以搖臂鉆床加工，單單鉆孔與锪沉頭孔就要842.5小時，另外還要劃線工時151.1小時。但若以數控八軸落地鉆床加工，鉆锪孔只要171.6小時，劃線也簡單，只要1.9小時。因此，利用數控控制的二個坐標軸，使刀具正確地對準加工位置，結合多軸加工不但可以擴大加工范圍，而且在提高精度的基礎上還能大大地提高工效，迅速地制造出原來不易加工的零件。有人分析大型高速柴油機30種箱形與桿形零件的2000多個鉆孔操作中，有40%可以在自動更換主軸箱機床中用二軸、三軸或四軸多軸頭加工，平均可減少20%的加工時間。1975年法國巴黎機床展覽會也反映了多軸加工的使用愈來愈多這一趨勢。

多軸加工的設備：多軸加工是在一次進給中同時加工許多孔或同時在許多相同或不同工

件上各加工一個孔。這不僅縮短切削時間，提高精度，減少裝夾或定位時間，并且在數控機床中不必計算坐標，減少字塊數而簡化編程。它可以采用以下一些設備進行加工：立鉆或搖臂鉆上裝多軸頭、多軸鉆床、多軸組合機床心及自動更換主軸箱機床。甚至可以通過二個能自動調節軸距的主軸或多軸箱，結合數控工作臺縱橫二個方向的運動，加工各種圓形或橢圓形孔組的一個或幾個工序。現在就這方面的現狀作一簡介。

多軸頭：從傳動方式來說主要有齒輪傳動與萬向聯軸節傳動二種。這是大家所熟悉的。前者效率較高，結構簡單，后者易于調整軸距。從結構來說有不可調式與可調式二種。前者軸距 不能改變，多采用齒輪傳動，僅適用于大批量生產。為了擴大其贊許適應性，發展了可調式多軸頭，在一定范圍內可調整軸距。它主要裝在有萬向.二種。（1）萬向軸式也有二種:具有對準裝置的主軸。主軸裝在可調支架中，而可調支架能在殼體的T形槽中移動，并能在對準的位置以螺栓固定。（2）具有公差的圓柱形主軸套。主軸套固定在與式件孔型相同的模板中。前一種適用于批量小且孔組是規則分布的工件（如孔組分布在不同直徑的圓周上）。后一種適用于批量較大式中小批量的輪番生產中，剛性較好，孔距精度亦高，但不同孔型需要不同的模板。多軸頭可以裝在立鉆式搖臂鉆床上，按鉆床本身所具有的各種功能進行工作。這種多軸加工方法，由于鉆孔效率、加工范圍及精度的關系，使用范圍有限。

多軸箱：也象多軸頭那樣作為標準部件生產。美國Secto公司標準齒輪箱、多軸箱等設計的不可調式多軸箱。有32種規格，加工面積從300Ｘ300毫米到600Ｘ1050毫米，工作軸達60根，動力達22.5千瓦。Romai工廠生產的可調多軸箱調整方便，只要先把齒輪調整到接近孔型的位置，然后把與它聯接的可調軸移動到正確的位置。因此，這種結構只要改變模板，就能在一定范圍內容易地改變孔型，并且可以達到比普通多軸箱更小的孔距。根據成組加工原理使用多軸箱或多軸頭的組合機床很適用于大中批量生產。為了在加工中獲得良好的效 1

輪輻六軸專用鉆床

果，必需考慮以下數點：（1）工件裝夾簡單，有足夠的冷卻液沖走鐵屑。（2）夾具剛性好，加工時不形變，分度定位正確。（3）使用二組刀具的可能性，以便一組使用，另一組刃磨與調整，從而縮短換刀停機時間。（4）使用優質刀具，監視刀具是否變鈍，鉆頭要機磨。（5）尺寸超差時能立即發現。

多軸鉆床：這是一種能滿足多軸加工要求的鉆床。諸如導向、功率、進給、轉速與加工范圍等。巴黎展覽會中展出的多軸鉆床多具液壓進給。其整個工作循壞如快進、工進與清除鐵屑等都是自動進行。值得注意的是，多數具有單獨的變速機構，這樣可以適應某一組孔中不同孔徑的加工需要。(1)自動更換主軸機床

自動更換主軸機床頂部是回轉式主軸箱庫，掛有多個不可調主軸箱。縱橫配線盤予先編好工作程序，使相應的主軸箱進入加工工位，定位緊并與動力聯接，然后裝有工件的工作臺轉動到主軸箱下面，向上移動進行加工。當變更加工對象時，只要調換懸掛的主軸箱，就能適應不同孔型與不同工序的需要。(2)多軸轉塔機床

轉塔上裝置多個不可調或萬向聯軸節主軸箱，轉塔能自動轉位，并對夾緊在回轉工作臺的工件作進給運動。通過工作臺回轉，可以加工工件的多個面。因為轉塔不宜過大，故它的工位數一般不超過4—6個。且主軸箱也不宜過大。當加工對象的工序較多、尺寸較大時，就不如自動更換主軸箱機床合適，但它的結構簡單。(3)自動更換主軸箱組合機床

它由自動線或組合機床中的標準部件組成。不可調多軸箱與動力箱按置在水平底座上，主軸箱庫轉動時整個裝置緊固在進給系統的溜板上。主軸箱庫轉動與進給動作都按標準子程序工作。換主軸箱時間為幾秒鐘。工件夾緊于液壓分度回轉工作臺，以便加工工件的各個面。好

果回轉工作臺配以卸料裝置，就能合流水生產自動化。在可變生產系統中采用這種裝置，并配以相應的控制器可以獲得完整的加工系統。(4)數控八軸落地鉆床

大型冷凝器的水冷壁管板的孔多達15000個，它與支撐板聯接在一起加工。孔徑為20毫米，孔深180毫米。采用具有內冷卻管道的麻花鉆，5－7巴壓力的冷卻液可直接進入切削區，有利于排屑。鉆尖磨成90°供自動 定心。它比普通麻花鉆耐用，且進給量大。為了縮短加工時間，以8軸數控落地加工。

多軸加工趨勢：多軸加工生產效率高，投資少，生產準備周期短，產品改型時設備損失少。而且隨著我國數控技術的發展，多軸加工的范圍一定會愈來愈廣，加工效率也會不斷提高。

生產任務：在一批鑄鐵連接件上有同一個面上有多個孔加工。在普通立式鉆床上進行孔加工，通常是一個孔一個孔的鉆削，生產效率低，用非標設備，即組合機床加工，生產效率高，但設備投資大。但把一批普通立式普通單軸鉆床改造為立式多軸鉆床，改造后的多軸鉆床，可以同時完成多個孔的鉆、擴、鉸、等工序。

輪輻六軸專用鉆床

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.輪輻六軸專用鉆床

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：建筑項目招投標外文翻譯外文文獻英文文獻

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.建筑項目招投標

摘要:目前在工程建設項目行業中，以工程招投標為特征的建筑市場已經形成，施工企業為創造良好經濟效益，必須嚴格控制成本，加強成本控制管理，才能提高市場適應能力和競爭力。本文從降低成本、增加收入兩方面闡述對施工成本的有效控制。投標文件的編制是投標工作的一個重要環節，直接影響投標工作的成敗，投標的成敗對企業的生存和發展有著直接的影響，因此要編制出高質量的投標文件，提高單位的中標率，防止無效標及廢標出現。關鍵詞：

招投標

不正當競爭

防范對策

招標投標是一種工程交易形式，工程招投標的過程就是確定中標人和工程價格的過程，而工程價格的確定，是工程招投標工作中非常重要的一個環節，搞好招投標工程的價格確定工作，可以有效地控制工程造價，創造公平、公正的市場環境，營造有序競爭的機制。在建筑工程招標投標活動中，建筑施工企業要想在投標中立于不敗之地，中標得到工程，然后又要從承包工程中贏利，就需要綜合考慮各種主觀條件與客觀因素、研究投標策略，確定投標方法。

投標策略包括投標策略和作價技巧。所有的策略和技巧來自承包商的無數次投標的經驗積累以及對客觀規律的認識和對實際情況的了解，同時也與承包商的決策能力和魄力息息相關。

從招標進程上講，招標文件是招標活動的總綱和劇本。每項招標工作如何開始，如何發出招標文件，對投標人有什么要求，如何評標，如何決標，招標程序是什么，都在招標文件中做出規定，所以編制招標文件的人員首先要對本次招標工作有一個全局性的認識，把本次招標的要求和安排反映到招標文件當中，在編制當中也會遇到事先沒有想到的問題，那就在編制當中逐一解決，編制招標文件的過程也是制定招標方案的過程。

從另一個意義上來講，招標文件也是法律文件，除了相關的法律法規外，在招標的全過程中招標人，投標人，招標代理機構共同遵循的游戲規則就是招標文件，這是參加招標工作三方人士必須遵循的法律文件，具有法律效力，所以編制招標文件的人員須有法律意識和素質，在招標文件中體現出公平、公正、合法的要求。

我國建筑工程招投標法實施以及工程施工監理制度的實踐，對規范我國建筑市場、提高建筑工程施工質量，起到了積極的作用。但是在實施過程中存在不

少缺陷，需要完善、充實和提高。本工程招標文件根據《中華人民共和國招投標法》規定，對投標人，投標企業進行嚴格把關，對競標者提出了專業性的要求，對工程的概況進行了說明。

目前在工程建設項目行業中，以工程招投標為特征的建筑市場已經形成，施工企業為創造良好經濟效益，必須嚴格控制成本，加強成本控制管理，才能提高市場適應能力和競爭力。本文從降低成本、增加收入兩方面闡述對施工成本的有效控制。

我國建筑工程招投標法實施以及工程施工監理制度的實踐，對規范我國建筑市場、提高建筑工程施工質量，起到了積極的作用。但是在實施過程中存在不少缺陷，需要完善、充實和提高。本工程招標文件根據《中華人民共和國招投標法》規定，對投標人，投標企業進行嚴格把關，對競標者提出了專業性的要求，對工程的概況進行了說明。

實行工程招投標的目的是為了市場競爭的公開、公平、公正。但是，由于建筑市場發育尚不規范，管理體制的束縛以及經驗不足等原因，建筑工程招標投標在具體操作中還存在不正當競爭行為和一些弊端。這顯然違背了招投標的目的，整個招標投標過程也就失去了意義，對其他未中標的投標人來講也是不公正的，擾亂了招投標（工程承發包市場）經濟活動秩序，對于這類行為必須予以禁止，只有這樣，才能使建設工程競爭性交易活動依法健康運行。因此本課題將結合本人所學及社會實踐，對目前的建設工程招投標制度及現狀進行闡述，并針對建設工程招投標存在的弊端與不正當競爭行為現象及產生原因進行分析，最后做出相應的防范對策研究。

造價管理體系的建設，既包括理論上的探討，又需要實踐中的創新。市場經濟條件下的工程造價管理，要為建筑市場有序競爭搭建管理服務平臺。在這樣一個大前提下，原有的定額和計價方法是不適應的，這就需要改革和完善。本著“政府宏觀調控、企業自主報價、市場形成價格”的原則，來推行實施工程量清單計價規范。清單計價模式下招投標活動是建立在市場經濟運行機制下，依據法律程序，以科學、公正、公開合理的方法確定中標人的一種經濟活動。招投標是構成招標投標活動中兩個最基本的環節。而招投標活動，無非是想通過招標，選擇一家具有工

工程施工能力、造價適中、質量較優、工期較短的施工企業，這也是進行招標的最終目的。本人在實習過程中曾參與過多個項目的招投標工作，并完成過

部分工程量清單的計算，結合畢業設計過程中的體會，簡要分析一下工程量清單計價模式下的招投標工作。

從風險的內涵和建設工程一般性風險特點出發，了建設工程最低價格密封招標法的幾種風險及其產生的誘因，根據其特性探討了風險控制與防范的可行性。比較了工程擔保與工程保險這兩種工程風險管理異同與優點；并對建設工程招投標過程中的投標人的行為特征進行了分析，揭示投標人的風險偏好行為特征隨著外部環境的改變而變化，當違約懲罰較輕時，投標人偏向于追求風險，而隨著違約懲罰標準加大超過某一值后，投標人表現出的風險行為改變為偏向于規避風險，懲罰標準越大投標人行為偏向于更加規避風險，這一結果對控制和防范投標人的行為風險具有重要的與現實意義。

工程造價管理由“量價合一”的計劃模式向“量價分離”的市場模式轉變，逐步建立市場形成價格為主的價格機制，把價格的決定權交給參與市場的各方，并最終通過市場來配置資源，從而真正實現通過市場機制決定工程造價。這對規范建筑市場的競爭行為和促進工程招標投標機制的創新發揮重要作用。可以說，實行工程量清單計價是我國工程造價管理制度的一大進步，也是在我國加入WTO后，與全球建筑業同行競爭的有力工具。

隨著工程建筑市場的深入發展，傳統的定額計價模式已不適應市場化經濟發展的需要。為了適應目前工程招投標由市場形成工程造價的需要，必須對現行工程計價方法和計價模式進行改革，實行工程量清單計價。工程量清單計價模式是一種與市場經濟相適應的、允許承包單位自主報價、通過市場競爭確定價格、與國際慣例接軌的計價模式。隨著工程量清單計價模式的推廣，按國際慣例招標投標勢在必行。因此“最低合理價中標”是我國今后最主要的評標辦法。現階段因實施工程量清單計價模式而出現的問題主要有，針對我國現階段《招標投標法》中規定的最低合理價中標的原則，多數承包商尚未建立自己的企業定額，無法確定企業的合理成本。本文就是以科學、快捷的確定“合理成本價”為研究的關鍵。首先從工程成本的基本概念入手，分析了工程量清單計價模式下的成本構成，為準確預測工程成本提供了基礎，綜合考慮了社會平均成本和企業個別成本來進行投標階段的成本估算。其次通過對模糊數學和指數平滑技術的深入分析，通過“貼近度”的概念，合理的將模糊數學與指數平滑技術結合起來，構建了工程成本模糊預測技術的數學模型，并根據統計的有關參考資料和經驗建立了“框架結構體系”的對比工程

一個健康的招投標制度應該是按照“公開、公正、公平”和誠實信用的原則，建立起統一、開放、競爭、有序的建筑市場。針對當前招投標過程中存在的問題，采取完善法規、明確職責、健全機構，強化過程監督等措施，才能更好地規范建筑市場秩序，從源頭上遏止腐敗，凈化建筑市場，促進建筑市場秩序逐步走向規范化，法制化的軌道，不斷提高工程招投標工作的質量和水平。

第三篇：交通運輸 外文翻譯 外文文獻 英文文獻 北京運輸系統

附件1：外文資料翻譯譯文

北京運輸系統

摘要：運輸系統提供了與城市郊區顯著不同的服務，這通常會導致有關用戶選擇交通方式的不同假設。本文所提到的仿真模型，提出了評估影響運輸服務的政策。運輸方式被認為是公共交通工具，包括輕型軌道交通（輕軌）和公共汽車，加上私人轎車。在三步旅行者行為仿真模型中，使用了廣義運輸成本的概念。它提出各類交通以及對居民的出行選擇和郊區住宅社區形態量化的建議，并使用了源自于中國北京一個典型走廊的數據。

仿真結果表明：票價降低，增加公共交通的綜合能力，以及對私家車的懲罰是很有必要的，以此來提高系統效率和郊區的吸引力，特別是對那些低收入的人；沒有公路定價，將鼓勵中等收入居民轉向私人轎車，同時,高收入者可能因為道路擁擠離開郊區；然而公共交通的改善可以吸引更多短距離和中距離的旅客，但轎車用戶對于旅行距離并不敏感。

關鍵詞：廣義成本，公共交通，擁擠定價，運輸服務，北京

從上世紀90年代，中國大中城市已經歷郊區化，而且這些城市的空間結構逐步形成，在很大程度上依賴于交通運輸的進步。由于人口爆炸和改造中心城市，許多郊區城鎮發展為住宅區，這些新發展城鎮的大部分居民受雇于中心城市或附近的工業區。例如，80%多回龍關郊區社區的居民在北京或發達地區中心城市工作，幾乎有一半的北京社區居民受雇于朝陽區中央商務區。這些領域在交通系統規劃與提供經營效率方面對交通政策制定者和城市規劃設計師提出了新的挑戰。

在許多情況下，邊沿城鎮通過高速公路和城市軌道連接中心城市或工業園區。相比傳統的城市，郊區展覽更穩定的運輸使用模式，更加依賴公共交通，私人汽車，較少使用機動模式（自行車，步行）。工作距離比任何單一因素對人們的交通方式的影響都大。這樣的特點，可以深刻影響的人口郊區化，并限制一些人移民到郊區。

本文利用西北地區的北京作為一個測試案例，分析了運輸服務的政策，主要是費用和服務質量，將影響整體運輸系統與城市空間結構。本文的組織如下：第二節簡要回顧最近一些有關運輸方式選擇的文獻，并與海城市海城走廊案件，特別是中國的現狀進行比較。第三部分討論廣義運輸成本的概念，并建立了新的概念，包括利用廣義成本和轉移成本預算的障礙。第四節在公共運輸和駕駛之間介紹旅客運輸方式選擇行為仿真模型，然后轉向注意中國經驗運輸服務政策與海城市海城出行方式選擇。在第五節中，特別提到的情況是，利用北京的輕軌和高速公路，西北地區迅速郊區化。在第六節中，得出主要研究結果和政策啟示。

大量的研究機構在研究運輸方式和個體出行方式的選擇。一般來說，有三種常見的方法來確定這個問題。第一部分著重研究影響選擇決策的每個模式的特點，所采用的實證研究狀況用于改變結果，研究人與旅游目的等。例如，travel-to-work行為在阿克拉（加納）主要由知覺服務品質、商業通勤車以及員工的個人情況決定，而不是通過訪問，等待時間或車載。在英國，為了走親訪友而決定行程，經濟因素在很大程度上解釋模式的選擇，使用私人交通工具時定性的理由往往是次要的（科恩、哈里斯，1998）。約翰松等使用瑞典上班者的圖片案例表明了靈活性和舒適性這兩個感覺影響個人的選擇模式。根據在法蘭克福，德國的實驗領域研究和統計分析，認為有四類人。一類人很少重視金錢和時間因素，第二種人非常重視金錢但很不重視時間，第三種人都重視，第四種人很少重視金錢但很重視時間。林坦庫等人選自來自1998年的數據，即荷蘭國家旅游調查組確認空間配置，土地利用和交通基礎設施，對長途旅行模式比如通勤，商務和休閑旅行具有重大影響。

廣義運輸成本的概念經常用于評估和解釋的旅游行為。廣義旅行成本包括旅行時間，超過時間，金錢成本，停車收費，和一些令人忽視的小費。然而，這一概念在不同的文獻因為不同的研究目的是不同的。例如，廣義騎自行車費用如下：旅行時間，物理需要，舒適，交通安全，自行車被盜的風險，停放自行車的費用以及維護費用，個人安全。貨幣化的廣義概念通常是將旅行時間轉換成貨幣費用，增加的費用，收取的費用，在這項研究中，模擬通勤出行行為，三個運輸關于概念費用是相通的。第一個可以被定義為預算障礙，包括經營費用，養路費以及停車場收費。第二個是貨幣化的廣義成本和時間成本，包括經營費用，以及停車費用。用戶被假定為盡量減少個人的貨幣化成本，把自己的出行方有別于旅行時間和費用成本。廣義貨幣化成本的公共交通是計算訪問到火車站的時間，等候時間，這是計算的基礎上的進展，等車時間，以及票價。貨幣化費用包括旅行時間，收費，汽車運行成本和在工作地方的停車場收費。第三個概念是確定模式轉移成本即擁擠造成不適的成本。據推測，如果乘客在車輛已遠遠超過容量，新來的旅客會轉移到其他負擔得起的運輸方式。

貫穿城市及鄉村的公路通常是不僅僅可以通私人轎車，也可以通公共汽車。介于以前的經驗，道路定價可以大大提高用戶的剩余地區，公共交通的費用可以大大減少因長時間的旅行而造成的擁擠，特別是，如果用戶很大程度上鐘情于公共交通。方案2表明高收入的旅客不得不放棄定期遷移到郊區的計劃，主要由于免費使用的情況下所造成的嚴重擠塞。另一組是深深影響了中等收入的旅客，她他們從公共運輸方式換成了私家車駕駛。

公共汽車票價降低和公交線路的增加使得許多中等收入居民轉移去坐公交車，同時小汽車用戶轉移到輕軌，特別是那些短距離旅行。此外，研究發現，一個綜合改善公共交通服務和一些私人汽車懲罰措施的政策，有利于提高系統效率和郊區社區的吸引力。

這種綜合系統包括輕軌、公共汽車票價的降低，服務質量的提高和公路通行費的征收。應該指出，輕軌已旨在增加公交扶手使公共交通更吸引用戶，從而，減少道路擁擠。根據模擬結果，輕鐵及巴士票價減少以及客容量的增加，使這一模式對于那些中低收入旅行者更有吸引力。最后的結果是，越來越多的人移民到郊區，不論是低收入到高收入階層。當然，公共交通服務的改善需要政府補貼，這也是一個世界性的現象。每個模式的經濟旅行距離幾乎不受不同的運輸服務的政策影響。公共汽車是用于短距離的旅行，而中、長距離者喜歡輕鐵。反之，小汽車用戶則是無所謂。結果表明，這些低收入公民因現有運輸服務的政策限制遷移到郊區的經濟房屋，包括相對高收費的公共交通和公路，以及有限的輕軌和公交線路。當然，所有運輸模式對于在家工作的人在一定程度上都有影響。

城市交通在整個世界中都是是政府政策的一個主要領域。運輸政策也會影響城市形態，尤其是郊區化。在北京，許多經濟公寓是專為那些低收入居民建造準備的。在重大問題的決策之前有兩個主要的問題。首先，從過去的經驗，大量在郊區社區中的永久居民都是中等或更高收入的人。而且很多的業主仍然居住在城市中心，郊區房子只用來去度假。此外，居民不斷投訴交通擁堵和相對高的收費公路，特別是在繁忙時間。本研究的模擬結果解釋了這些現象并嘗試給出了相應的政策含義。

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：市場營銷_外文翻譯_外文文獻_英文文獻_顧客滿意策略與顧客滿意

顧客滿意策略與顧客滿意營銷

原文來源：《Marketing Customer Satisfaction》

自20世紀八十年代末以來,顧客滿意戰略已日益成為各國企業占有更多的顧客份額,獲得競爭優勢的整體經營手段。

一、顧客滿意策略是現代企業獲得顧客“貨幣選票”的法寶

隨著時代的變遷,社會物質財富的極大充裕,顧客中的主體———消費者的需求也先后跨越了物質缺乏的時代、追求數量的時代、追求品質的時代,到了20世紀八十年代末進入了情感消費時代。在我國,隨著經濟的高速發展,我們也已迅速跨越了物質缺乏時代、追求數量的時代乃至追求品質的時代,到今天也逐步邁進情感消費時代。在情感消費時代,各企業的同類產品早已達到同時、同質、同能、同價,消費者追求的已不再是質量、功能和價格,而是舒適、便利、安全、安心、速度、躍動、環保、清潔、愉快、有趣等,消費者日益關注的是產品能否為自己的生活帶來活力、充實、舒適、美感和精神文化品位,以及超越消費者期望值的售前、售中、售后服務和咨詢。也就是說,今天人們所追求的是具有“心的滿足感和充實感”的商品,是高附加值的商品和服務,追求價值觀和意識多元化、個性化和無形的滿足感的時代已經來臨。

與消費者價值追求變化相適應的企業間的競爭,也由產品競爭、價格競爭、技術競爭、廣告競爭、品牌競爭發展到現今的形象競爭、信譽競爭、文化競爭和服務競爭,即顧客滿意競爭。這種競爭是企業在廣角度、寬領域的時空范圍內展開的高層次、體現綜合實力的競爭。它包括組織創新力、技術創新力、管理創新力、產業預見力、產品研發力、員工向心力、服務顧客力、顧客親和力、同行認同力、社會貢獻力、公關傳播溝通力、企業文化推動力、環境適應力等等。這些綜合形象力和如何合成綜合持久的競爭力,這就是CS策略所要解決的問題。CS時代,企業不再以“自己為中心”,而是以“顧客為中心”；“顧客為尊”、“顧客滿意”不再是流于形式的口號,而是以實實在在的行動為基礎的企業經營的一門新哲學。企業不再以質量達標,自己滿意為經營理念,而是以顧客滿意,贏得顧客高忠誠度為經營理念。企業經營策略的焦點不再以爭取或保持市場占有率為主,而是以爭取顧客滿意為經營理念。因此,營銷策略的重心不再放在競爭對手身上而是放在顧客身上,放在顧客現實的、潛在的需求上。當企業提供的產品和服務達到了顧客事先的期望值,顧客就基本滿意；如果遠遠超越顧客的期望值,且遠遠高于其他同行,顧客才真正滿意；如果企業能不斷地或長久地令顧客滿意,顧客就會忠誠。忠誠的顧客不僅會經常性地重復購買,還會購買企業其它相關的產品或服務；忠誠的顧客不僅會積極向別人推薦他所買的產品,而且對企業競爭者的促銷活動具有免疫能力一個不滿意的顧客會將不滿意告訴16-20個人,而每一個被告知者會再傳播給12-15個人。這樣,一個不滿意者會影響到二、三百人。在互聯網普及的今天,其影響則更大。據美國汽車業的調查,一個滿意者會引發8筆潛在的生意,其中至少有一筆會成交。而另一項調查表明,企業每增加5%的忠誠顧客,利潤就會增長25%-95%。一個企業的80%的利潤來自20%的忠誠顧客；而獲取一個新顧客的成本是維持一個老顧客成本的6倍。所以,美國著名學者唐·佩珀斯指出:決定一個企業成功與否的關鍵不是市場份額,而是在于顧客份額。

于是,企業紛紛通過廣泛細致的市場調研、與消費者直接接觸、顧客信息反饋等方式來了解顧客在各方面的現實需求和潛在需求。依靠對企業滿意忠誠的銷售、服務人員,定期、定量地對顧客滿意度進行綜合測定,以便準確地把握企業經營中與“顧客滿意”目標的差距及其重點領域,從而進一步改善企業的經營活動。依靠高親和力的企業文化、高效率的人文管理和全員共同努力,不斷地向顧客提供高附加值的產品,高水準的親情

般的服務,以贏得顧客不斷變化和提升的滿意度,贏得更多的顧客份額。如海爾始終把顧客需求放在第一位,站在顧客的角度考慮產品開發、設計,提供個性化、人性化實用產品,從拉幕式彩電到最新推出的“換臺不晃眼彩電”,從小小神童洗衣機到手搓式洗衣機,從小王子冰箱到“智慧眼”變頻空調,從17個小時制出“邁克冷柜”到售后一條龍星級服務,無一不是為滿足顧客需求而提供的令其滿意的超值產品和服務。又如微軟的每一種產品都集中了世界上最優秀的開發人員,推出比顧客想要的還要好的產品,同時形成全球化銷售的規模經濟,把價格降到最低。而這正是微軟20年來成功的秘決。

綜上所述,情感消費時代,決定生產經營何種產品和提供什么樣服務的權力已不再屬于企業,而是屬于消費者,衡量企業效率以及存在價值的決定權轉移到了顧客手中,企業應盡量迎合顧客,超值滿足顧客,以盡可能地從顧客那里獲得“貨幣選票”。而CS策略正是獲取這種選票的制勝法寶。

二、顧客滿意營銷策略的主要步驟

第一,在企業文化層面上確立以顧客為中心,顧客利益至上,以顧客滿意為目標的經營理念。

CS理論中的顧客指的是內部員工和外部顧客(包括經銷商、批發商、代理商、最終消費者和原材料供應商、合作者等),顧客滿意包括員工和外部顧客的滿意,顧客忠誠亦然。企業成功的機制在于顧客滿意與忠誠,員工是顧客滿意和忠誠的關鍵人員。員工對企業的滿意度和忠誠度是顧客對企業產品和服務滿意度和忠誠度的基礎,顧客滿意度和忠誠度是員工行為的必然結果。沒有員工的滿意與忠誠,就不可能創造出令顧客滿意的產品和提供超值服務,顧客自然就不滿意不忠誠,離企業而去。當員工滿意與忠誠時就會在與顧客接觸中以極大的熱情投入自己的智力資本,創造性地為顧客服務,并能及時發現顧客需求動向,及時提升產品和服務的附加值,緊緊抓住顧客的心,令其滿意。聯邦快遞發現,當內部員工滿意率提高到85%時,他們的顧客滿意率高達95%,且企業的利潤也就十分樂觀。在這里員工的態度決定著一切。

因此,企業必須將顧客滿意的經營理念滲透于員工的頭腦中,體現在管理中,對員工忠誠,以他們研發產品、制造產品、提供營銷服務令顧客滿意。如九頭鳥”,員工得到的教育是一切以顧客為中心是企業經營的最高原則。顧客是恩人,是朋友,是老師,是顧客給了我們工作的機會,工作的價值,工作的樂趣和工作的意義。我們應該發自內心地真誠地感謝顧客,顧客的滿意就是我們的工作目標,為顧客創造最有價值的產品和服務是我們的最高目標。在此原則指導下,寧愿讓自己吃虧不能讓顧客吃虧已成為“九頭鳥”員工的行為準則。讓顧客感到在“九頭鳥”消費是一種享受,是一種物超所值的享受。顧客在付出成本后,對自己的消費有一個期望值,而消費者最后得到的消費在其心中也會有一個評價的標準來衡量,如果物超所值,他以后就會再來,如物有所值,他以后可能會再來；否則,消費者將不會再來。所以,“九頭鳥”的目的就是為消費者提供物超所值的產品和服務。有如此經營理念及其指導下的令顧客滿意營銷,“九頭鳥”紅火于京城就不難理解了。

第二,讓顧客參與產品設計與研發。

企業以顧客為中心,經過市場細分,廣泛的調研了解目標公眾的需求和價值,站在顧客的角度考慮產品開發、設計,提供個性化、人性化的高附加值的產品和服務,是正確的,但必須讓用戶一起參與產品設計。利用互聯網和CAD技術與顧客建立有效的溝通和信息交流,及時掌握顧客的各種需求信息和顧客價值,鼓勵各種信息來源渠道對顧客信息庫進行及時的更新。經過分析、總結,了解顧客的本質需求,并使顧客本質需求信息成為企業各個部門的共享資源。以此設計產品,提供令顧客滿意的服務。現在,許多公司采用一種名為:“產品配置器”的系統來幫助用戶一起參與產品設計。即在計算機里存放了所

有產品模塊的最新信息,并隨時更換,營銷人員在銷售現場通過因特網,根據用戶需要或與用戶一起配置出其所需要的能滿足其價值的產品。上海通用公司生產的汽車令經營商和用戶非常滿意,就是因為讓用戶一起參與了產品的設計。而海爾無論是為四川農民生產的能洗地瓜的洗衣機,為上海用戶生產的“小王子冰箱”,還是換臺不晃眼的彩電,海爾的“智慧眼”變頻空調,星級一條龍售后服務等,都是依據用戶的需要,吸收了顧客參與產品設計的建議,而設計開發的令顧客滿意的富有人性化的超值商品和服務,自然就贏得了更多顧客的芳心。

第三,提供令顧客滿意的全程服務和個性服務。

全程服務是針對顧客的購物與消費每一環節所進行的細致而又深入的服務,心的服務。全程服務就是消費者從產生消費欲望那一刻起到商品使用價值耗盡為止的整個過程,對消費者的細心呵護,使消費者與自己的品牌緊密相連,讓消費者享受文化、享受服務、感受理念、感到受益,心甘情愿地消費你的產品或服務,令消費者在每一個層面都感到完全滿意,并能贏得客戶的忠誠。銷售階段———保證顧客得到必須及時優質的服務,售前咨詢培訓參與,傳遞知識信息,創造購物需求,令顧客理性選擇,幫助顧客購買自己實用稱心的商品；售中支持提供方便,最大限度地發揮商品功能,讓顧客體味到溫情和價值；售后增值反饋回訪服務,使顧客感受到溫馨和真情。如一老太太買的海爾空調,回家途中被黑心司機拉跑了,海爾得知后,立即免費給老太太送去一臺海爾新空調,并決定以后送貨到位。內蒙一用戶因家中失火,將剛買的海爾冰箱燒壞,海爾接電后從計算機服務網絡中查到該用戶詳細住址,派專人專車用4天時間趕到為其修好冰箱。這種超值服務必然贏得顧客超期望值的滿意。

在如今情感消費時代,人們追求“心的滿足感和充實感”的商品,是高附加值極富個性化價值的商品,追求價值觀和意識多元化、個性化和無形的滿足感。因此,企業不再將注意力投入于全體消費者的一般需求差異上,應針對追求各異的個性消費者,量體裁衣,設計并開發企業的產品及服務項目,以適應當今個性化和多樣化的消費趨勢。面對越來越復雜的消費傾向,企業要駕馭顧客需求,進行個性化營銷,關鍵在于建立顧客資料庫與顧客信息反饋系統,進行客戶關系管理,不斷收集了解消費者的要求和偏好的變化,以及對企業新的期望,以便更好地為顧客提供個性化服務。

第四,培育顧客忠誠。

在餐飲業,滿意顧客中品牌轉換者的比例竟高達60%到80%。這說明滿意的顧客并不一定能成為忠誠顧客。而一個企業80%的利潤來自20%的忠誠顧客,營銷顧客集Aracature Corp.的總裁Larry Light在Advertising Age雜志上說,從忠誠顧客身上得到的收益是非忠誠顧客的9倍。沃爾瑪之所以能夠持續增長成為500強的老大,根本原因在于它吸引客戶忠誠的經營能力。

顧客忠誠是來自顧客感受到的、通過雙向溝通所傳遞的價值和相互關系,是通過企業不懈地提供超值產品或服務而取得的。要使顧客忠誠,企業最高管理層必須有長期不懈的決心和資金支持,對企業的忠誠顧客進行界定,了解顧客的需求是怎樣形成的,他們離去的原因是什么,買了誰的產品,為什么?認識并創建顧客忠誠的激勵因素。培育忠誠顧客的營銷方法有兩種:

一是要妥善解決顧客的抱怨。只要妥善地處理顧客報怨,82%的顧客會再度購買商品。妥善處理顧客報怨,要求企業確立一套良好的人性化的“報怨管理”制度。第一,樹立“顧客的報怨,是給企業最好的禮物,對改善企業的經營管理有好處”的觀念；第二,企業必須確立有效的報怨處理政策和制度,并訓練員工,正確對待顧客報怨,站在顧客的角度處理顧客報怨的問題；第三,處理顧客的部門要輪換,以便各業務單位都能及時了解顧客的滿意度,并獲得處理顧客報怨的經驗；第四,建立所有顧客報怨資料庫,以便及時

處理并防止公關危機的發生。

二是建立忠誠顧客數據庫。只有通過數據庫進行跟蹤調查分析,才能確切知道企業擁有的顧客份額會增加多少,達到某一份額需要多久。忠誠顧客數據庫的核心是關聯數據庫,它由一系列記錄營銷項目不同側面的子庫組成。忠誠顧客數據庫,可以為員工及時提供超值服務所需的資料；為收集所有與顧客有關的細節資料創造條件；強化同顧客的快捷聯系；為開發新產品和提供新的服務創造條件；與顧客進行長期互動的雙向溝通,以便為其提供潛在需求的、似曾想到又非想到的滿足其期望價值的產品或服務。

第五篇：機械 外文翻譯 外文文獻 英文文獻 一個復雜紙盒的包裝機器人

附件1：外文資料翻譯譯文

一個復雜紙盒的包裝機器人

Venketesh N.Dubey 英國設計學院，工程和計算機，伯恩茅斯大學，普爾

Jian S.Dai 倫敦大學國王學院，英國倫敦大學，倫敦

摘要

目的—為了展示設計一種可以折疊復雜幾何形狀的紙盒的多功能包裝機的可行性。設計/方法/方式—這項研究對各種幾何形狀的紙盒進行研究，將紙盒分為適當的類型以及機器可以實現的操作；把能加工這些紙盒，并進行機械建模和仿真，且最終可以設計和開發的包裝機概念化。

研究結果—這種多功能包裝機已經被證明是可能的。只需將這種多功能包裝機小型化，并對它投資以促進其發展，這種機器可以成為現實。

研究限制因素/問題—本研究的目的是證明這種包裝機的原理，但實際應用需要考慮結合傳感器給出了一個緊湊的、便攜式系統。

創意/價值—這項設計是獨一無二的，并已被證明可以折疊各種復雜形狀的紙盒。關鍵字：機器人技術 包裝 自動化 文章類型：研究論文簡介

產品包裝是關鍵的工業領域之一，以自動化為首要權益。任何產品流通到消費者手中需要某種形式的包裝，無論是食品、禮品或醫療用品。因此，對高速的產品包裝有持續的需求。對于周期性消費品和精美禮品，這項需求更是大大增加。它們要求包裝設計新穎且有吸引力，以吸引潛在客戶。通常這類產品用外觀精美、形狀復雜的紙盒遞送。如果采用手工方法進行包裝，不僅令工人感到乏味且操作復雜，也費時和單調。

對于簡單的紙盒包裝，通過使用沿傳送帶布置的專用機器，已經獲得了實現。這些機器只能處理固定類型的紙盒，任何形狀和結構的變化很難納入到系統之中。在大多數情況下，它們需要進行超過40種變化以適應同種類型但大小不同的紙盒，這就意味著每一個特定類型的紙盒需要一條包裝生產線。從一種類型到另一種類型的紙盒折疊組裝生產線的轉換將會使資本支出增加。因為這些限制因素和轉換生產線的相關成本，包裝的靈活性將會失去。

因此，作為一種補充，手工生產線被引進以適應不同類型的紙盒的生產,從而解決轉換生產線的問題。它們承擔了大約10%的工作訂單，并被用作生產促銷產品的組裝生產線。但是，問題仍然存在，手工生產線上的管理員和操作工需要一個長時間的學習過程，而且與機器生產線不同，勞動傷害主要是源于扭手動作。此外，手工生產線通常被認為是一個季節性的生產力，仍然需要專門的機器長年運行，以節約成本和時間。設計師追求奇幻和獨特的紙盒包裝以響應競爭激烈的市場，使包裝工作更加困難。紙盒的風格和類型的頻繁變化和小批量生產對紙盒裝配和包裝生產線提出了挑戰，為此需要設計一種靈活的機器。

因此，這項責任放在了包裝行業的身上,在可編程和可重構系統的幫助下充分加快轉換過程以處理不同類型的紙盒。這種靈活的和高度可重構的系統的開發需要進行系統的分析和綜合每個部件，即紙盒和紙盒的折疊模式、包裝紙盒的機器、完整的組裝操作。一種這樣的方法（Lu和Akella，2000年）已經公布了,該方法使用固定裝置來折疊紙盒。雖然這種方法能完成紙盒所有折疊操作，但實施的工作只是處理一個簡單的矩形箱,其固定的自動裝置被安裝在指定的位置。但是，對于復雜幾何體紙盒，需要對紙盒和折疊機構進行綜合考慮，從而實現包裝生產線的柔性自動化。

在復雜紙盒的折疊操作及工序分析方面，作者開展了大量的研究，并訴諸于圖形理論、螺旋理論、矩陣理論且以一種空間結構表示紙盒；及其研究紙盒移動性和分析其結構外形（Dai and Rees Jones，1997a，b，c，1999；Dubey et al.1999a，b，c；Dubey and Dai，2001）。本文介紹從事設計能處理復雜幾何形狀紙盒的可重構紙盒折疊機的研究。設計和原理的需要

該項目被列在許多化妝品和香水供應商的愿望列表上，如伊麗莎白雅頓和卡爾文·克萊恩，并被Unilever Research UK積極地考慮了數年。他們愿意支持任何一種能夠使用一些替代手段從而實現整個花式紙盒包裝過程自動化的研究思想。結果，這個

23一臺電動機驅動做垂直運動以及轉動，從而使紙盒達到包裝操作所需的任何位置。手指的關節直接通過關節馬達驅動，整個系統需要控制14個軸。這些考量是基于高度的可重構性與控制最小數量的軸。

指尖的設計進行了專門地考慮，因為它們必須執行上一節所討論的各種操作功能。受手工包裝過程的啟發，指尖設計采用帶有V型槽的尖頭。根據手工包裝的需要，使其手指能在紙盒上施加“戳”和“擠”的力。該尖頭用于戳操作，在V型槽的擠壓下，紙板打開以進行塞操作。除了提供戳力和擠力，二自由度手指的Y形部分還能給扁平紙板提供暫時的推力。在有限自由度的情況下，這樣的設計可以提供許多靈活的操作功能以處理不同構造不同類型的紙盒。

該模型提供了機器運行所需的全部運動信息（Dubey and Crowder，2003年）。包裝機的參數模型已經被開發出來（Workspace4，1998年），幾何外形和尺寸設計的改變可以非常容易地納入到模型中，包括結構的驗證。這也使機器部件的運動參數能在加工之前就得以確定。包裝紙盒時，在紙盒上定位各種接觸點，通過記錄的各種接觸點的位移，就可以實現手指的紙箱之間的運動的連通性。紙箱上的接觸點可以由折疊次序的幾何表示鑒別（Dubey and Dai，2001）。這些接觸點用于測量每個手指關節的偏移量。將這些位移數據進行插值運算，生成最優手指路徑，盡量減少不必要的手指運動，從而減少包裝的周期時間。從模型中獲得的插補數據可以下載，用以驅動手指。當前的研究工作是基于紙盒的幾何特征及其折疊次序的研究，使整個包裝過程可以實現自動化（迪比等，2000），而不是借助于紙盒的仿真。

圖5顯示了當紙盒折疊時,手指跟蹤紙盒上的接觸點。模擬模型為包裝機器的設計以及控制提供了許多有價值的信息。例如，在維度和結構決定之前，模擬模型可用來檢查機器的幾何以及結構。通過改變模型的基本尺寸參數,任何新的機械零件幾何信息都可直接獲得。在紙盒的折疊過程中所得的運動數據和軌跡可用于手指系統控制。目前，模擬運動參數不可從直接整合到控制器中，因此這些數據都必須以數據文件的形式輸入到控制器中。不過，這種方法可全面地校核折疊次序，然后下載這些數據并輸入到控制器中。

插圖2 另一種紙盒的包裝機 討論和結論

本文提出了一份靈活的、可重構的裝配和包裝系統。本研究的目的是設計一個可以處理不同幾何形狀的紙盒可重構的裝配和包裝系統。最初的想法是要開發一個可以展示對不同風格和復雜形狀的紙盒的適應能力的系統。結果表明，該包裝機可以折疊兩個完全不同形狀的紙盒。在任何情況下，折疊周期約為45s。雖然這不是一個優化的折疊時間，但是采用在線數據傳輸有望減少周期時間至30秒或更少。雖然一個非常靈活的紙盒包裝機在用于車間生產之前仍有許多問題需要解決。不過，本研究的目的是驗證面向包裝行業的快速轉換技術。

未來需要改進的部分包括優化手指導軌，使用力反饋觸覺傳感器，以避免紙板上的壓力過大，且將在真空裝置中進行折疊操作。還建議將仿真模型與實際機器相結合,使其能下載在線數據。X-Y工作臺可用電機驅動和控制,實現自動重構。這些先進的技術，將使整個包裝過程自動化, 從紙盒的二維圖開始，然后確定其運動學特性并生成運動序列到完成產品包裝。此外，如果能小型化，還計劃將靈活的、可重構的機械手安裝在一個機器人手臂上以得到更高靈活性。該系統不僅能進行紙盒折疊，也可以在折疊的同時將產品放入紙盒中。這將減少包裝時間，也能夠迎接對不斷變化的高端私人產品包裝需求的高度適應性的挑戰。參考文獻

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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