The Research On Service Management Strategy Of OT Elevator Company

Nowdays, elevators has become an important indispensable construction equipment,which used for vertical transportation tools in public places and tall buildings.In China, the development of elevator industry rising at an annual rate of over20%, and to make continued healthy and stable growth, the industry must tackle existing elevator management and service in the late; The management of late elevator services business, make the elevator maintenance service gradually become enterprise new profit growth point, has become the direction of elevator industry’s future development.OT elevator company has been committed to the design of the elevator, research and development, manufacture, installation, maintenance, and upgrades the escalator modernization transportation system. In the face of increasing competition in the maintenance services,how to strengthen the management of services and maintain their own advantages, to maintain own brand customer and corporate profit growth, is an urgently problem of the enterprise of named OT elevator company.Based on enterprise service management strategy framework and methods of the study, by means of service design, service remedy and the correlative theory of analysis, combined with the actual service situation of OT elevator company, regarding service profit chain as the main line, using the method of PEST analysis, SWOT analysis to analyse the domestic elevator maintenance service industry and OT elevator company service management present situation, at the same time points out the main problems of upper middle,.Aiming at the main problems in the elevator service management of OT company, we put forward the service management strategy of the OT elevator company and formulate strategies smooth implementation of the protection scheme. First, the elevator maintenance company to strengthen the management of the company’s field service personnel, effective control of the quality of service, and the company’s goals should be combined with on-site staff to facilitate the tracking of each employee, timely performance appraisal to establish incentives and employee goals with each other uniform, a win-win situation conducive to the realization of personal goals with corporate goals. Secondly, in the era of diverse customer service needs to understand the customer, analyzing customer and choose the right target customers, has an important role to achieve performance growth control independent of wasted; Finally, in the process of providing services to customers, there will inevitably be mistakes and failures, resulting in lower customer dissatisfaction and loyalty, in this case, we should take timely services remedial measures to restore the upcoming loss of customers, improve our quality of service. Implementation of service recovery strategy, the implementation of the management of customer complaints, and complaint information analysis mechanism, establish an effective service recovery process, will help to improve the operational capacity, improve customer loyalty and satisfaction;Through the development of the smooth implementation of the OT elevator service management strategy, so OT elevator company to succeed in the fierce competitive environment in the elevator service, create greater profits for the enterprise space.