Research On RW Company Service Quality Analysis And Strategy

Information technology industry, with the rapid development of science and technology changes each passing day, the increasingly fierce market competition environment, customer resources become more and more precious, rare enterprise relying only on tangible products of traditional manufacturing industry to maintain core competitiveness, to attain the competition advantage of strategic mode of operations is unsustainable. Because of the richness and homogeneity of products, customers also make choices tending to be more able to meet customer needs and expectations of the unity of quality products, technologies and services, rather than the differences among products only. Therefore, the combination of excellent product quality, service quality and ability to offer clients comprehensive all-round solution service, is becoming the industry leader in the information technology industry strategic high ground.In this paper, the study is analyzing the growth of the company’s service quality in IT industry, under the background of the vigorous development of service economy. In refer to a lot of reliable materials which were based on the research consisting of enterprise executive’s perspectives of the company strategy, management thoughts, expatiating the industry point of view and industry news collected through open channels, plus the company’s large number of reliable internal data without involving intellectual property rights, focusing on an in-depth analysis of the causes of the formation of enterprise service quality gap on the starting from the current status of service operation and the quality of enterprise with the theory of service marketing knowledge. This article uses the literature reading and reference to contrast the main research methods, combined with the research objectives of the company’s current service operation management, operation principle of the service profit chain as the core, underneath the framework of service quality gap model, the formation of the gap of the key factors as clues, seeing customer satisfaction as the evaluation criterion, SERVQUAL, employee satisfaction index as evaluation standard, using the theory of modern service operation management, research, analysis, exploring the enterprise development, service quality problems existing in the operation process, describing the existing problems, investigating the root causes, utilization of the corresponding theoretical research methods to solve the problems. Analysis of this article concentrating on the hierarchy and significance of the problem, improvement of the existing customer relationship management systems, current human resources strategy analysis. But also paying attention to the relationship between the enterprise service operation and the whole of the individual, putting forward the strategy of eliminating the service quality gap as a whole and individual respectively.This paper adopts the method by reference to modern service operation management theory, which is applied to manufacturing and information technology industry. Meanwhile, providing theoretic proposal and reference of eliminating four supplier service quality gap is the major accomplishments of this thesis, which is technically supposed to be theoretic proposal and reference for the sustainable and rapid development of the enterprise, becoming the industry leader, casting enterprise brand and become a popular employers, building and consolidating core competitiveness of enterprise.