Study On HX’s Key Customer Service Quality Management

At present, the services and manufacturing boundaries have become less obvious and clear,whether it is an organization belonging to the service sector in the traditional sense, or manufacturing industry, we can discuss the relevant factors of its service management and service. Service and customer relations and service considerations are becoming the main way to create a competitive advantage, Suppliers recognize customer needs and to provide appropriate services to enable customer satisfaction, so that suppliers may continue to cooperate with the customer, so the quality of service management has therefore become more important.HX is a traditional manufacturing enterprises, Long-term cooperation with the world’s largest mobile communication equipment supplier Huawei, HX’s production of power sales to Huawei, Huawei take the power and telecommunications products sold to users market, so the HX is not in direct contact with the end user. Within the prescribed time, HX as expected costs to design a power supply, after Huawei verify approval; and with Huawei’s products to market arrangements, HX Eligible power as planned; and the power will be stable performance on the end-user market, that is the maximum support for Huawei, Huawei will feel satisfied with the overall quality of services.Based on Huawei’s the above requirements, this paper will focus on this four-point: the cost,product quality, delivery and Huawei’s demand response speed. In order to we can meet the Huawei initial requirement about quality of service.Of course, we know that the quality of service be comprised by the technical quality of service, and quality and function, and image quality, and Moment of Truth, as well as the gap between perceived quality and expected quality embodied. This study is only the starting point of HX company’s quality of service system construction and try, the next study will focus on how to establish a set of evaluation index system, and empirical study the dimensions of service quality system, in order to improve the HX’s customer service quality. At the same time promoting the company’s transformation to a customer-oriented shift from production-oriented enterprise.