A Study Of Technical Service Innovation In H Company

Due to the market demand reduction from international market for the global financial crisis, furthermore, the domestic market growth becomes slow down for economic structure transformation in these years, the competition is more furiously than before. It’s a trend that the product life cycle becomes shorter and product homogenization becomes seriously. How to avoid the price competition, how to get the satisfaction and loyalty from customers, how to obtain the competition advantage from market, manufacturing enterprises have to face the challenges. It’s a strategic choice for manufacturing enterprises to service transform from product-oriented to customer-oriented, to increase the investment of service and improves core competition capability.This paper described the theories about driving forces, model, and strategy of service innovation, service profit chain, through SWOT analysis about H Company, draw the conclusion about the importance and necessity of service innovation. By combining theory with practice, exploration and practice had been implemented to standardize the complaint handling process and new product trial run process for more customer’s satisfaction, to establish management system for key accounts, to provide one-stop total solution for customers, to provide process improvement solution with Lean and Six Sigma tools in customer workplace, elongate service chain to get more new business and profit,. These technical service innovation worked significantly to improve customer satisfaction and loyalty, extend the market and profit, and enhance competitiveness for sustainable development in future. This paper also researched the influence about service innovation from appraisal system, and organization culture and team innovation climate, discussed how to inspire team member’s passion and improve their ability to increase internal motivation and build a solid foundation for service innovation, to ensure the success of service strategy for customers of adhesive industry.Through the above exploration and practice, will provide the beneficial reference about differentiated service strategy for the management of H Company, also hope it can give some valuable ideas and reference for manufacturing industry, especially for industrial consumer goods industries.