| Since 1990's, with the rapid development of global economic integration and information technology, the proportion of modern service industry in GDP has gradually increased. Meanwhile, service-type economy has been regarded as another economic growth engine. At home, with the increase of economic openness, the progress of the laser industry promotes the rapid development of modern equipment manufacturing industry. Subsequently, domestic manufacturers of laser equipment take some positive measures- such as information technology-to improve the service facilities steadily. At the same time, they invest lots of human capital, material and financial resources to optimize the service process. For T, as the largest manufacturer of high-power laser equipment, in the face of unprecedented development opportunities, how to better improve its service and reputation is an urgent problem.My paper uses the basic concepts to describe the theory and application of service, strategy and reshaping process, analyze the general situation of current global information and modern service industry, as well as the status of the laser industry at the moment. This paper comprehensively introduces the latest strategic objectives proposed by T in current economic situation; analyze the present states and characteristics of after-sale service. In addition, this paper puts forward the T's new after-sale service processes for the problems. Finally, my paper analyzes how the implementation of new process services supports the intelligent management system/ after-sale service mode in details, and how each process modules and functions impenetrate the whole after-sale service process.Two Innovative points are reflected by this paper:Firstly, the feasible solution to after-sale service problem is proposed by consolidating the company's development state and its problems from reality; secondly, the detailed analysis of T new procedure of after-sale service is the guideline for others in this trade. |
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