Research On Optimization Of After-sales Service System Of SY Electric Company

SY Electric Co.,Ltd.is a company engaged in the manufacture of electrical equipment such as GIS.Under the background of the development of power technology and the rapid popularization of GIS equipment,SY Electric's business is developing rapidly.With the increasingly fierce competition in the transmission equipment industry such as GIS,The company's profit and revenue growth began to slow down.Companies need to improve product and service levels to reduce product costs,improve service quality and company reputation,and continue to explore new business growth points to respond to fierce competition from competitors.GIS product after-sales service is a very important part of the entire business chain.It is the last quality guarantee before the company's products are officially delivered to customers.The performance of on-site after-sales service also directly affects the customer's recognition of the company and market reputation,so in SY In the process of implementing the overall cost reduction and efficiency improvement of the electric company,the after-sales service department is the most critical link.Through questionnaires,histogram analysis,comparative analysis and other methods,combined with the industry characteristics of GIS and other transmission products and the operation of SY Electric Company,this paper analyzes the existing after-sales service system of SY Electric Company and analyzes it.The electric company compares with the after-sales service system of the leading companies in the same industry,finds out the problems existing in the existing service system of SY company,and combines the sub-system of after-sales service system: after-sales service quality management system,after-sales service human resource management system,after-sales service Process and service system management system,after-sales service product life cycle management system,after-sales service charge management,after-sales service satisfaction,propose improvement measures,optimize SY Electric's existing after-sales service system,to enhance SY Electric's after-sales service capabilities,Reduce the cost of after-sales service and improve customer satisfaction while ensuring the quality of after-sales service.The main purpose of this paper is to improve the service satisfaction of SY Electric Company by improving the service process of SY Electric Company,improve the service quality of the SY Electric Company,improve the efficiency of the service,save the service cost,and improve the service order so that the company can make profits while the company is profitable.Both the customer and the employee are satisfied.The conclusions of this paper: First,in the after-sales service quality management,TQM total quality management is needed,and a more pragmatic quality management system is formulated,which is more humanized and enables service engineers to implement.Secondly,in the after-sales service human resources management,it is necessary to formulate a reasonable salary system.It is necessary to formulate a super-production bonus in addition to the normal bonus,so that employees can experience more work and more work.In overtime work,it is necessary to provide corresponding overtime according to national policies.Fees,you can't mix project bonuses with overtime pay.In performance management,it is necessary to reduce the frequency of performance assessment,improve employee satisfaction and engagement,and enable employees to work in a comfortable and happy environment.More rewards should be awarded for rewards and punishments.In the development channel of after-sales service personnel,we will consider the development channel of employees from the common development of employees and the company,and formulate a reasonable employee development channel and rotation and transfer system.Third,in the after-sales service process and system,develop reasonable after-sales service processes and systems.In the process and system setting,it is necessary to conduct research and analyze whether employees can do their work according to the process and system.Optimize the service outsourcing system,establish management rules for qualified outsourcers and training regulations.Fourth,in the life cycle management of the product,it is necessary to clarify the life cycle management of the product.In the customer service department,the customer service department manages it in a unified manner,avoids each part of each department,optimizes the role of CRM,and expands the functions of CRM.Fifth,in terms of after-sales service charges,it is necessary to establish a good service charge management system and service order incentive system,so that employees can be more motivated to obtain service orders,develop after-sales service market,and improve the company's overall profit through service orders.Sixth,in the satisfaction of SY Electric's after-sales service,the third-party evaluation method is adopted to ensure the authenticity of satisfaction.Improve customer satisfaction by strengthening the professional skills training of after-sales engineers.