Research On The Application Of Six Sigma Management In After-sale Service In LS Company

Since the reform and opening up,the economy has rapidly developed in China,and science and technology have improved significantly.As a veritable "manufacturing power",in every field of our country,we can see the mechanical test equipment.At present,our country has made remarkable progress in the research and development of mechanical testing equipment,most of the test equipment can achieve independent research and development,no longer rely on imports.But there are still some mechanical test equipment is dependent on imports.The imported of mechanical testing equipment in the after-sales service,due to its own particularity,the existence of a long maintenance cycle,professional,technical difficulties and other factors,making it difficult to increase after-sales service.In order to improve the imported mechanical test equipment for customer service quality,this thesis introduces six sigma theory,which is aimed at a scientific process control by means of implementation,product or service "zero error",so as to enhance the customer service experience management theory.In this thesis,LS company as the object,using Six Sigma method to improve the quality of after-sales service process.First of all,the development of LS company is summarized,and the problems in the after sales service management are found.Customer service and service management in LS company introduces the Six Sigma methodology,including training,publicity and other preliminary preparation,preliminary implementation stage after entering the Six Sigma program,including quantification and measurement,the problem of determining the breakthrough.Implement the Six Sigma plan,improve and control the related links.After the study,this thesis found that LS company's repairing time-consuming problem is mainly due to customer communication efficiency,technology and experience of customer service maintenance personnel,company management and assessment system is not perfect three reasons,so we should improve communication,strengthen the customer service personnel communication skills training.In the aspect of the reform of the system of the company,the individual responsibility system should be implemented,and the wage system and examination system associated with it should also be improved accordingly.Based on the case study,this thesis makes a deep research on the Six Sigma Theory in order to provide reference and reference for the after-sale service of imported mechanical testing equipment.