Customer Service System Restructuring For Shenzhen HE Company

With the great impetus of increasing population and the demand of healthcare services in China, the development of healthcare equipment market has been fostered tremendously. Especially in the 21st century, healthcare equipment industry grows rapidly. The healthcare equipment giants all around the world wish to enter this market and gain some market share. They are aiming at the low-end market. SH company is the world leader in high-end healthcare equipment manufacturer. In order to become number 1 at the low-end market also in China, it implemented the localization strategy and acquired a patient monitor manufacturer in Shenzhen whose name is HE company in 2008. After that, SH company started the post-acquisition integration in terms of customer service.In accordance with the practical fact, this paper studies the service delivery model and processes of both SH company and HE company. It has been addressed that what the service delivery model should be so as to help SH company succeeds in Chinese low-end market. This paper is based on the theory of service management, customer relationship management and customer satisfaction and combines the SH Company's strategy in China and the positioning of different product to redesign the post-acquisition service delivery model. SH company wishes to take this opportunity to build a service model and processes which suit for low-end healthcare equipment market.There are 5 chapters for this paper. The first chapter summarizes the background and the significance. The second chapter illustrates the major theory for the analysis. The third chapter is the empirical research. It introduces the existing service delivery model of both SH Company and HE Company and analyzes the issues. The fourth chapter proposes the redesign of the new model and processes. The last chapter it prospects the future plan for the new service delivery model.