| Following the urbanization development and real estate industry, elevator becomes more and more popular in the society; it’s a necessity especially for the people living in the city. Assuming no elevator in the city of skyscraper how could people live? As special equipment, elevator not only makes life more convenient but also keeps passage safe, and there always come far-ranging reflection after a safety issue happened to elevator. The elevator’s usability and safety capacity are not only defined by the design\manufacturing but also the service after sale. The elevator service market is large as law indicates the elevator should be maintained every half month and inspected annually, as a result, the market competition is extremely furious, a number of maintaining agents race to control the market by lowering the price and/or perfecting the service. This article devotes to found an evaluation system to grade the quality of after-sale service.Firstly, summarize the related theory of after-sale service; clarify the key point of evaluation system. Secondly, establish the structure of system using AHP, and finalize the weight of each factor based on the grade given by yaahp. Thirdly, establish the system including five key factors which are component replacing\ maintenance result\maintenance efficiency\m maintainer capacity and information delivery. Applying the system to X Company found that X Company gets high grade but still needs to improve the maintenance result and maintenance efficiency, especially the call-back rate\call-back response and call-back efficiency. |
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