After-sales Service System Optimization Research Of A Company

With the continuous advancement of China’s industrialization and urbanization,the demand of the power industry will continue to grow.The huge market space attracts the continuous investment and layout of foreign and local enterprises.The direct result is that the order competition of transmission and distribution equipment is heating up..The convergence of product quality and the diversification of customer needs make the importance of after-sales service increasingly prominent.Enterprises hope to improve their core competitiveness through the differentiation of after-sales service.As the top three global power transmission and distribution companies,Company A faces difficulties in improving the after-sales service system in China,and improves customer satisfaction in order to meet the needs of market competition.This paper analyzes the after-sales service system of Company A from the aspects of after-sales service theory,marketing theory,lean production theory,process optimization and research,and finds that Company A mainly exists in customer response,material procurement,guarantee and value-added services.Problems and deficiencies,the existence of these problems is not conducive to the development of the company and the need for market competition.Through the citation and analysis of domestic and foreign scholars’ after-sales service review,combined with the relevant knowledge of marketing,decision-making and model and strategic management,through the application of literature combing method and investigation research method,the company needs to optimize the after-sales service of A company.Strategy: 1.New material flow,information flow establishment 2.After-sales service network establishment 3.Maintenance system establishment 4.Large customer return visit system.In order to normalize the operation of the strategy,the effectiveness of the implementation of the measures is tracked through the development of relevant safeguard measures such as the introduction of the SAP system and a reasonable performance appraisal system.At the same time,the customer satisfaction survey and the service personnel respond to the timeliness data to track the improvement of the measures.After the effect.Through the research in this paper,we can better formulate the after-sales service optimization strategy of Company A,improve the service efficiency and service quality of after-sales service system,thereby improving customer satisfaction and laying a solid foundation for the development of the company.