Research On XS Group’s Coordination Mechanism Of Sales And After-sales Service

With the forming of pattern of globalization competition, enterprises are facingmore and more competition. In purpose of service demand of individuation better, theenterprise needs as much as possible to take better service individually, under thepattern of globalization competition. To improve customer satisfaction with productsand services, an enterprise’s after-sales service must meeting customers’ individualdemand, providing high quality customer service quickly and timely. It’s a wise choicethat an enterprise to use customer service as a kind of core competence as an importanttool.For the after-sales service, it’s an integral part of sales; for example, in anindependent department of after-sales, the clerk needs to coordinate with sales closely,sharing with them more detail of customer information, and providing active service forcustomers with timely manner. But on the contrary, at current practice of the enterpriseafter-sales service, most of the enterprises’ after-sales service is just waiting passively.Due to no positive customer service after sell, there are some customers would rathergive up customer service, further worse, customer’s satisfaction with the products andservices decreased. Base on this, it is necessary to research on the sales and after-salesservice coordination problems in the enterprise, to improve the level of after-salesservice.This thesis is try to make a comprehensive study on sales and after-sales servicecoordination mechanism, base on the theory and practice, using method of literatureanalysis, case analysis and survey analysis. It’s starting from the research backgroundand significance of this subject, based on the domestic and foreign research related tothis topic, summarizing related theories, seeking a breakthrough point corresponding tothe argument, constructing the theoretical system for the research. In purpose to takevalid study on sales and after-sales service coordination mechanism totally, this thesistaking the after-sales service as the core of customer service, describing the theoriesrelated to after-sales service and its mode, evaluation system, guiding the future practiceby using the theoretical system of after-sales service.The XS group is the largest weighing apparatus manufacturer in China. It alwaysinsisted that the concept of customer demand guiding product development andafter-sales service. It also have customer service management concept in the expanding process, producing new weighing instrument products to enhance the market share.However, from a practical point of view, due to lock of coordination between its salesand after-sales service, their customer service behind customers’ needs. If this situationremains, that will hurt customers’ enthusiasm on their products, and causes their sharemarket decline. Based on this, writer is taking XS group as an example, revealing itscurrent status and problems of sales and after-sales service coordination mechanismfully, having countermeasures for XS group’s customer service to improve sales andafter-sales service coordination.