The Research On Customer Service System Of A Shipyard

After years of development, Ship Building and Repairing Industry as arepresentative of Marine equipment manufacturing industry becomes one of China’spillar industries.2002-2008, China’s ship repair industry developed rapidly butdisorderly relying on a large number of cheap labor, and has become the majorpowers of the world ship repair industry. However, with the outbreak of theinternational economic crisis, the development of China’s ship repair industrydownturn, overcapacity, and the development encounter a bottleneck.A Shipyard is one of China’s major ship repair enterprises, and its businessdevelopment relies mainly on labor, that the technological content of products andcore competitiveness is not high. At present the Chinese ship repair industry has ahigh degree of homogeneity, and A Shipyard must take differentiation strategy toobtain high customer satisfaction, and maintain customer groups effectively.In this paper, with the research of CRM and Quality System, analyzing the corecompetitiveness construction based on customer service. By drawing on relevanttheory to establish internal control system of customer service management, providecustomer services in whole process, create value for customers, and get the corecompetitiveness. Through construction and operation of the Customer ServiceSystem(CSS), it has preliminary proved effectiveness in customer relationshipmanagement, and also it has reference value t in the ship repairing industry.