Research For After-sales Service Management Diagnosis And Improving Measures Of AC Company

Compressed air,electricity,water and steam is called industrial four big energy,is widely used in industrial,agricultural,mining,engineering,healthcare.ATLAS COPCO manufacturing is dedicated to the globalization of industrial technology innovation service leading group co.,LTD.,Currently,,air compressor industry general product market obvious atrophy,after-sales service industry has become the new profit growth point,but there is fierce competition in China,AC as international multinational company,is currently leading after-sales business model,But in the process of localization,it meet some problems,needed to solve and find out the existing difficulty and correct,It is urgently needs for AC management.This thesis using literature study,through the analysis of the thought and direction for the AC company after-sales service,the after-sales service system and operation management mode is analyzed.Through a third party phone survey data statistical method,find out the influence of AC service quality and customer satisfaction:the long time of spare parts,the follow-up tracking service does not reach the demand for customer,service arrangement is unreasonable.And through the SWOT tool for diagnosis of AC after-sales service,found that AC company agents and distributors management and support is lack of flexibility,after-sales service management deficiencies,need to prompt operating efficiency,the development on the Internet etc.Through the analysis of AC company after-sales service management,put forward the corresponding solution:for AC after-sales between marketing and sales management problems puts forward improvement measures,and services for internal employees also request,in the case of service failures,how to do service recovery and reconstruction of customer loyalty,How the Internet information technology in the service innovation model were discussed and prospected.This article hope to AC company improve the management level and promot the ability,to make it leading position,and maintain a healthy,stable and sustainable development,the profit pattern of industrial equipment after-sales service system is reference.