Research On The Improvement Of Company A's After-sales Service Management

The after-sales service is the extension of further customer service,collection of customer feedback and the study of users' consumption behavior right after sales realization.It is also an important pathway to salvage product imperfection,rescue product quality reputation,rebuilding company image,adding band value,enhancing band loyalty,bringing service revenue and consequently improving enterprise financial performance.Under the market environment in which industry specialization move towards globalized,product value chain geographically allocate internationally and product competition become more homogeneously,how should enterprise do to expand the market share,maintain good relationship with customers? It proves practical significance to study how to enhance after-sales service operation management by establishing the best appropriated after-sales service process,improving service operation efficiency and realizing the differentiation after-sales service competition strategy.This thesis begins with company-A after-sales status quo,throughout the subject study context the substantial China & overseas articles,essays,journals etc.research results are referred.At after-sales service management theory overview section,the latest theoretical research results are outlined,including the definition and essence for service and after-sales service,what is service operation management.Also the variance in between service management and manufacture management are compared,the design of service operation management,the service demand management,the service authorization management are introduced,moreover how to improve service productivity,guarantee the service quality and design service promise and to reach customer satisfactory are all presented.During the essay subject research process,several methodologies are applied,including initiate questionnaire survey,make phone calls to key personnel,collect customer feedback information from website.Base on company-A existing operation,the customer's top dissatisfactions are identified by applying DMAIC six Sigma and 5W1 H problem solving methodology.The 6 types of root causes are identified such as major reasons / minor reasons,internal reasons / external reasons,direct reasons/indirect reasons.Base on this finally there are fourteen root causes observed and twelve line items of improvement plan is recommended.At solution put forward session,the pre-defined after-sales management improvement ideas & policies are strictly followed in order to ensure the improvement plan is scientific,valid,feasible and practical enough.Prior to improvement solutions are implemented,the solutions must be reviewed and approved by management team.During solution generation process,according to problem seriousness,importance and urgency,the six-sigma approach is applied to guide the improvement process.At solution implementation section,the 4 principles are proposed such as to align service operation & management mindset,to reach management thinking consensus,to obtain financial support from management,and be flexible to analyze specific cases.The last chapter gives the overall summary and conclude the whole chapters,list out what should be studied the next steps.