Research On Improving The Procedure Of After-sale Service Of SXDQ Company

Under today's market economy conditions, great changes have taken place among market supply and demand relationships. Customers dominate the future direction of products, not only products themselves, but also consumer service. With the changing of customer service demand, the complexity of meeting the demand is increasing. Companies can continue to provide customers with high quality products and services, which is an important way to achieve customer demand wish. Better after-sales service process can achieve higher productivity, reduce service costs, improve enterprise profitability. Based on customers' demand, after-sales service process is not invariable, its improvement should follow the modern management thought. Through the improvement, a company can aim at the customers' demand, improve the efficiency and accuracy of its service, so that customers' satisfaction and loyalty and be greatly increased.Taking SXDQ company as the research object, the author finds out the main two problems of SXDQ company are technical service process management and transaction flow management of the after-sale service through deep investigation and analysis. Specifically, the technical service management problems can be listed as following: the IT organization is not fully integrated with the service department, lack of IT steering committee, no CIO role, neglect of the performance evaluation of IT projects; The transaction flow management problems are: the problems existing in the main responsibility is not clear, communication between departments, customer feedback information processing is not timely, after-sales service related information management is confused, personnel quality can't keep pace with the enterprise's development. Based on the theory of customer satisfaction and the service blueprint, the author digs out the main reasons are: lack of information technology, short of system capacity, lack of service personnel and insufficient training, no perfect communication mechanism, lack of information management system.Based on problem oriented, this article carries out research on the following four aspects, which are after-sale service process model design, improvement of the new IT organization structure, after-sale service information system framework construction, system carrying capacity and stuff quality optimization. This research puts forward optimization recommendations, as well as process implementation and safeguard measures, which can ensure the smooth implementation of SXDQ company's after-sale service process. This research also has a certain guiding significance to the development of the industry.