Improvement Method And Research On Custoemr Satisfaction In Project Deliverables

Food machineries are mechanical equipment and devices applied to process raw-food material into food(or semi-finished goods). The design of food machinery plays a significant role in food safety. Except for melamine, plasticizer and other formula issues, safety incidents occurred on food machinery as well in recent years. Food safety is facing an unprecedented crisis. With the improvement of living standard, the demands of food safety and quality are increasing, which provide food machinery industry a wide space to develop. Food machinery industry will be in the upturn phase in future, however, along with the opportunity and potential, company will face worries and pressures simultaneously.T Company's customer satisfaction in product delivery project is selected as subject and quality complain process as study object. Based on theories of customer satisfaction and customer complain, the relevance between customer complain and customer satisfaction is stated. Through specified project, from T Company's customer satisfaction survey result, in aspect of customer complain process, customers raised opinions like staff settled thinking model, insufficient professional competence, less permanent solution and unfixed handling team.In light of customer complain process and response mechanisms, root cause of impacting customer complain process was analyzed and corrective actions were developed one by one. Eventually, based on new key performance indicators of optimized customer complain process, some case studies were presented to state real applications under T Company's operation which proved effectiveness and operability in practical application.