Research On Customer Satisfaction Improvement Strategy Of Dalian HRSS Center Of A Group

With the accelerating pace of globalization and information technology development, multinational enterprise groups extend while facing many problems such as complexity of internal business processes, cost increase and control risk. In order to enhance core competitiveness, reduce operation cost, improve operation efficiency and service quality, enterprise groups start to implement shared service center strategy at back function such as finance, human resource etc.Human Resource department is deemed to be a cost center to a multinational enterprise group. To reduce operation cost and improve operation efficiency, it is very important to implement HR transformation strategy including building&developing HR shared service centers (HRSS center). This paper takes Dalian HRSS center of A Group as research objective which is taking an important role in HR transformation strategy of A Group. In order to advance the development of Dalian HRSS center and drive the success of A Group’s HR transformation, this paper researches on the customer satisfaction which is a vital factor to impact Dalian HRSS center’s performance, including the analysis of factors that affect the customer satisfaction of Dalian HRSS center and strategies for the customer satisfaction improvement.Firstly, this paper analyzed the significance and operation model of A Group’s HR transformation strategy; secondly, the current development and customer constitution of Dalian HRSS are introduced. Along with the rapid development of Dalian HRSS center, the negative feedback to its service quality from customers increased as well. As a result, it is critical to find out the factors that affect the customer satisfaction for Dalian HRSS center’s future development as well as to be a reference to other HRSS centers of A Group. This paper took customer satisfaction survey to investigate and analyze the customer satisfaction status of Dalian HRSS center. Finally, some improvement strategies were given to improve the customer satisfaction of Dalian HRSS center.