Research On Service Quality Improvement In L Company Based On Project Management

An enterprise can occupy a stable market share no longer solely depending on the performance and quality of products.More and more customers prefer to choose the products of enterprises who can provide high-quality services.For manufacturing enterprises,high quality service produces more advantages in future market competition.Therefore,how to improve service quality has become an urgent problem for many enterprises.The aim of this research is to improve the service quality of manufacturing enterprises through proect management model.The research contents of the dissertation include exploring the problems existed in service quality management of L Company.The service quality questionnaire was designed based on the SERVQUAL scale.The gaps between service quality problem of L Company and customer's expectations were obtained through the customer service quality survey.The dissertation introduced the method of project management for service improvement process,the project target was firstly broken-down,and the reasonable progress plan was made.In combination with the practical situation of L Company,suitable solutions were proposed for service quality improvement,including:the service engineer ability promotion activities,service response speed optimization and spare parts supply quality improvement activities.Finally,the implementation effect of service quality improvement project was analyzed.The dissertation provides a new solution for the improvement of service quality of the same industrial enterprises.It could be a reference for other enterprises with similar problems,and has certain practical significance.