The Research On Improving After-Sale Service Customer Satisfaction Of RL Company

With the rapid development of China’s economy over the past few years and the process ofnational urbanization construction in recent years, China’s elevator market continues topresent a fast-growing demand, China has become the world’s largest elevator manufacturerand sales country. The future development forecast of global elevator market from Japan RLCompany, it is estimated that China will have a demand of more than500,000units in thenext few years, which occupy60percent of annual global elevator market, China has greatpotential for elevator market development.However, over the past few years,with the rapid growth of sales, RL company lackedattention and investment to after-sales service, and this led RL company’s customersatisfaction to a downward trend year by year, especially the WK customer satisfaction, it hasaffected RL ‘s sales, and they are facing a confidence crisis.This thesis develop an after-sales service satisfaction questionnaire which aimed at the WKcustomer, to make a survey of the WK customer satisfaction, and analyze its results, so as tofind out the main reasons which affect the WK customer satisfaction,the reasons are serviceoutsourcing quality control, the insufficient of personnel skills, and the inefficiency ofservice response. According to the above three problems, this thesis put forward somemeasures:first, strengthen the supervision measures of service outsourcing quality; second,modify the outsourcing service quality management process; third, improve the serviceoutsourcing quality through the performance management system. At the same time throughthe PDA system, elevator remote monitoring system, and other information technologies. Ithas enriched information transmission channels and has raised the information sharing level,furthermore, it has also improved staffs ’ skills and has increased the fault response efficiencyby16.8%.This thesis also puts forward using gravity method,data modeling method and othermethods to solve the problem of how to choose the maintenance site location andwarehouse location, at the same time, through the minimum inventory design to ensure thetimely supply of after-sales service components, enhance the service response efficiency.Bythe inspection of some measures which has been implemented, and the prediction of somemeasures implement results, RL company has improved their customer satisfaction.