Customer Satisfaction Degree Improvement Study Of OTIS Compamy

As China has joined WTO, all enterprises face more and more vigorous localand international market competition. In the meantime, they also face unprecedentedopportunities and challenges. The focus of competition between enterprises is nolonger product performance, but customer satisfaction. Because enterprises are veryhard to make them stand out from their competitors on product, but they can achievecustomer satisfaction and loyalty through identifying customer requirement, handlingcustomer complaint and shortening product delivery cycle. In sum, how to improvecustomer satisfaction index has been an important objective of enhancing the corecompetitiveness.As a leader in elevator industry, through many years of intensive marketcompetition and continued growth, OTIS puts forward the strategy of customersatisfaction as the core values and "a customer service for the characteristic industryleader" enterprise vision. Combined the case of the blue-light OTIS customersatisfaction application, This thesis addresses how to improve customer satisfactionso as to help enterprises establish the customer-oriented organization and optimize theinternal process.On the basis of the theory of customer satisfaction, this thesis mainly studies theeffect of cross-functional collaboration and customer complaints handling oncustomer satisfaction respectively. It puts forward the effective solutions for how toimprove cross-functional collaboration and handle customer complaints. According tothe application result, it is proved that if enterprises want to achieve the advantage ofcore competitiveness, they have to start from customer need, continuously optimizeinternal process, finally enable enterprises develop into customer-orientedorganization.To establish learning organization, enterprises should constantly innovate andoptimize process along with the changing of the customer need, so they can alwaysmaintain strong competitiveness. In this thesis, both cross-functional collaborationand customer complaints handling are studied. Enterprises that do well in these twoaspects, should choose the priority factors to improve.