Research On The Service Quality Evaluation And Improvement Of The Company’s Certilication Business

In recent years, the competition of China’s certification industry is becoming increasingly fierce, and the government regulation is more and more strict. For certification companies, to ensure that legal compliance is the basis of survival, achieve customer satisfaction is the driving force for sustainable development, the two are indispensableIn C certification company, due to the external environment and internal management and other issues, customer satisfaction has been ignored. For customer satisfaction, or more comprehensively, it is called the service quality management. One is the lack of appropriate documentation of the guidance and monitoring, and the two is the lack of suitable and operable evaluation questionnaire and method system. Over time, this work become a always "completed" cumbersome formality, can’t provide an effective basis for the continuous improvement of the C company. In recent years, the company’s certification business profitability began to decline, the company began to gradually realize the importance of service quality work.In this paper, study in the service quality evaluation method in C certification companies, looking for a method to comprehensive evaluation of the quality of service, that is an external customer evaluation of "customer perceived quality (CPQ)" + internal performance of "organization supporting quality (OSQ)". It could reflect the company’s certified quality of service more true and accurate. It could help enhance the quality of service to reach customer satisfaction, and gain advantage in the market competition.The research is based on the actual situation of C company, first introduces the operation situation and problems faced by C company certification business, and gradually introduces improved demands of the service quality of customer service functions. Then, from "customer perceived quality (CPQ)" and " organization supporting quality (OSQ)" two aspects, through the application of different angle evaluation model and quantitative index evaluation method, from the determination of indicators, indicators, indicators screening to set the weight. And finally establish a set of more complete and operable evaluation index system of service quality. Finally, service quality evaluation system is applied in the evaluation of the certification business. After two aspects, two angles of investigation and evaluation, the comprehensive evaluation results are obtained. Then, a series of improvement suggestions and measures are put forward through a series of data analysis, combining with the actual needs and professional teachers’ views and analysis.In this paper, according to the research and application of step by step, a set of service quality evaluation index system is formed, which is suitable for management system certification. Through the practical application of the service quality improvement has positive significance. Provide the guarantee for the company to obtain the superiority in the market competition.