On Quality Management Michael's After-sales Service

Because of the increasingly homogenization of the performance and quality of product, after-sales service has been becoming the origin of force for traditional manufacturing enterprises to setup competitive advantage and differential and has been paid more and more attention."Service is important means to promote customer perception and increase customer satisfaction" has been accepted by more and more companies. However, it is not far easy to transfer such recognition into actual high quality service activities which can be accepted by customers.Then what is the true essence of service? How does a company can reach the target of set up competitive advantage by managing its service quality? This text combines the practice of after-service management and relative theoretical knowledge to discuss on this.In this article, we first introduce the relative theories of service quality management. Then we introduce the business situation and market competition of Mega Company to demonstrate the necessity of promoting the service quality of it. Following that, we detailed introduce the after-sale service organization chart, contents and procedures, as well as the service quality problems of Mega Company. In the end, combined with the application of relative service quality management theories, give out improvement plans of service quality, including establishment of service idea, reinforcement of service staff management, improvement on service organization chart, redesign on service procedures and service quality survey.