Improvment Reseach Of After-sale Service Of Locomotive Products In H Company

With the development of market economy and the appearance and development of service industry,great changes have gradually taken place in the existing and development of enterprises.With the change of consumers' consumption concept,while consumers are close paying attention to the product quality,they are willing to choose high-quality after-sales service enterprises.Therefore the quality of the after-sales service provided by enterprises has become a powerful actor which could help the enterprise maintain and expand the market share.The SERVQUAL method put forward by PZB is recognized by many marketing experts in the world,which is highly valued as the most typical method suitable for measuring and evaluating various types of service quality,through measuring the service quality with the gap between user perceived service level and expected service level.At the beginning of the 20 th century,China's economic development maintained a rapid growth trend,but China's railway construction was relatively backward and its transportation capacity was weak,which seriously affected economic development.Speeding up the construction of the railway infrastructure and the modernization of the corresponding equipment was an urgent problem that needed to be resolved at the very time.In 2005,the Ministry of Railways signed a locomotive import contract with H Company.H company is a leading company in the field of global rail transport.It has been participating in the construction of China for nearly 60 years and is a long-term reliable partner of China's rail tranport.With the continuous improvement of customers' technology for locomotives,the demand for after-sales services of H company is also increasing,so improving service quality are far-reaching for H company.Based on the actual situation of after-sales service of H company in this thesis,H company's after-sales service is evaluated from reliability,responsiveness,assurance and empathy through questionnaires based in SERVQUAL method.Analyzing the root cause of the issues in the investigation through the factors of man,machine,material,envioment and method,Identifying the interaction points with customers through mapping the blueprints in the after-sales service,The relevant quality management theory was applied to formulate corresponding improvement measures from the aspects of service flow simplification,service flow reengineering,people selection and training,spare parts supply guarantee and document management,in order to shorten the gap between customer perception and expectation,and finally increase customer satisfaction.improve the after-sales service.