Case Study On Improving Service Quality Of Coal Mill Project Of Power Equipment Company

A power equipment company belongs to project-driven machinery manufacturing company, whose customers are mostly large domestic electric companies. The reputation within the industry is important for its development, and the service quality improvement is key to ensure its long-term sustainable development.Thus, how to improve the service quality of its coal mill project has been becoming one of urgent problems facing by plant equipment branch. It’s inevitable for service failure happening since the service is intangible, heterogeneous and inseparable time separation of its production and consumption, coupling with the different level of service quality on customer’s subjective perception. Once service failure happened, power plant equipment for service branch should immediately fix, that will change customers’ attitude from dissatisfaction into satisfaction, so that it will protect existing customers, and attract new customers. Therefore, during the process of service of power station equipment branch, it will be directly related to service success depending on how to provide more effective service restoration to improve the service quality.Since the service system of coal mill project has many problems, such as imperfect service system, varying service personnel capabilities, and lack of efficient promotion system. In view of this, this thesis will put service repair model into its service system in order to make its service system more comprehensive, scientific and feasible. Through service repair model reconstructed the service system, and a higher quality of service will be protected. Then, some measures on how to improve the service quality of coal mill project are suggested.