Performance Management Study For After Sales Technical Employee In Company WAN

With the rapid development of market economy, with the concept of consumer is becoming more and more mature, the competition between enterprises has from the product itself, quality, performance and price...gradually turned to the after sales service. If the competitors with the same level technology of products, who owns the first-class customer service, who has the core competitiveness, and it is possible to obtain sustainable development opportunities. Especially in the medical device industry, after sales service is the priority among priorities. While technical staff in after sales service team is the important source to achieve success. How to develop an effective performance management system to manage the service quality among technical staff, and motivate staff not only to constantly improve their technical level and create value for the enterprise, but also can lead the new technical staff to get common progress. This has the profound significance for medical instruments enterprises to get sustainable development.WAN company is the object of this research. It is a foreign investment company of transnational diagnostic industry in China. The number of after sales service staff is about1/3of the entire firm. The company was founded in2000, but more than80%employees joined in company from2009, which year the company started the Accelerated Growth Plan, and more than82%employees in after sales service team joined company within five years. If there is no appropriate management mode, or this mode is not able to keep up with the pace of company’s overall development, such high proportion of new employee will affect the improvement of technical skill level, efficiency and service quality, even the service efficiency decreased slightly. This article analyzes the characteristics of after sales service technical staff, using performance management and incentive theory as the foundation, combined with the performance management current status and deficiencies of after sales service team in WAN company, and puts forward the basic thinking and method of improving the WAN company after sales service team technical staff performance management.The results of this study based on the related theory and specific characteristics of personnel, provides the solution can be used for reference to similar enterprises as WAN company. But the performance management is not a fix system, along with the change of customer demand, the market changes, and the company’s development, performance management system will be adjusted accordingly. So if we need set up a health and long term performance management system, the key is to put the company’s long-term development as the goal, to mobilize the enthusiasm of staff as the principle.