A Study On The After-Sale Service Management Of Communications Equipment Manufactures

With the increasing development of Telecom technology and increasingly large-scale telecom networks, the competition of telecom network construction market is becoming more and more intense. Telecom operators are increasingly concerned about the quality of after-sale service of telecom equipment. How to effectively carry out service work with clients to establish and maintain long-term stable and mutually beneficial relationship has become a important issue of the telecom equipment manufacturers marketing activities.This paper takes ROS Asia-Pacific Ltd. as the research object. By comparing the after-sale service system running status of the company’s before and after strategic transformation and expansion, analyzed the existing problems and improvements of the company’s after-sale service management system, to made the theory of after-sale service management system get in-depth understanding and application. This article first illustrated the research background, purpose and meaning of this paper. Then begun from the basic concept, introduced the service quality management, service recovery and relationship marketing theory and application of the after-sale service management system. It provided a theoretical basis to telecommunications manufacturers’ after-sale service strategy which mentioned in behind. Then the paper briefly introduced the development strategy goals of ROS Asia Pacific company in the new economic situation. Analyzed ROS Asia Pacific company’s current status and characteristics of after-sale service. To solve the problems of current service, conducted a comprehensive improvements for after-sale system. To conduct a comprehensive and detailed analysis for the new service system which begun from the remade company service organizational structure, internal management, improve service concepts, improve service processes, cost control and service outsourcing and many other aspects. To made the concept of after-sale service quality get in-depth understanding, to achieve rapid response, enhance service quality levels of staffs and the whole after-sale service department and carrying out service innovation at the same time. made the after-asle service department be able to provide a strong protection for company marketing activities.