Research Of A Enterprise’s Totally Customer Satisfactions Solution (TCSS) Investigation And Evaluation

A enterprise is a modern logistics enterprise,which is the largest Sino foreign joint venture third party logistics enterprise in China.It belongs to China’s largest and the world’s second largest shipping company A group.As a pillar industry of A group,A enterprise has always been committed to "be the best logistics service providers and shipping agents",adhering to the "customer first " philosophy and takes the strategy,enterprise benefit and continuous improvement as the guidance to proceed the totally customer satisfaction management to the customers,employees and cooperative partner.A enterprise committe to providing domestic and foreign customers with modern logistics services.With the economic globalization and the gradual opening of the market,the logistics market competition becomes increasingly fierce.Customer satisfaction has become a matter of cardinal significance for enterprises.Founded at the beginning,in order to effectively implement solid actions of A enterprise’s management philosophy and create service brand of logistics company,to implementation the "expert agent and humanized service" agency standards,A series of work with the aim of improving customer service quality developed in a comprehensive way.The development and implementation of the "A enterprise’s Totally Customer Satisfactions Solution(TCSS)investigation and evaluation" is the first one to launch as the focus of customer service among others.After several years of development and evolution,TCSS project has gradually formed a service management system with customer satisfaction investigation and evaluation as the core.Through the advanced index model,combined with the PLS-SEM(partial least squares-structural equation model)measurement and data analysis and modeling capabilities as a support,to help enterprises to continuous improve.TCSS has solved many problems of quality management in many enterprises,such as unscientific,non-standard,not rigorous and not using the power of IT information system to explore the value of customer survey data.After a systematic learning of TCSS investigation and evaluation,A enterprise’s employees will form a " customer-centric " thought pattern when they face the conflicting circumstances between the customer satisfaction and the business interests.It will also produce the positive long-term effect in the implementation of management concept,management ideas,refine creation of brand service and improve the system for service quality.On the basis of above considerations,this thesis is focused on researching from the TCSS evaluation system of A enterprise,the UCSI index model and six dimensional path analysis,method of TCSS customer satisfaction survey and evaluation,including evaluation,assessment tools,evaluation and detailed implementation of the path,and the engineering business sector as a typical case,through the concrete the data and charts are analyzed deeply.Based on the statistical analysis of the actual data and the data analysis of the whole system in the past three years,the thesis focus on the application of TCSS in the business and strategic level of A enterprise.As an integral part of CRM(customer relationship management),TCSS has been up in A enterprise for 15 years since 2000.Its development and implementation,effectively improve the A enterprise’s customer satisfaction and loyalty.After several years of practice,it proved that TCSS made the project design and the investigation method not only on the quality management of A enterprise and the continuous improvement of service system,which can provide the scientific operation management,gain very good results,but also gives the other enterprises and business areas an universal value.