E-radiation Equipment Company's After-sales Service Strategy Research

With increasingly fierce competition and the homogenization of products today,the manufacturing enterprises of the simple production and sales mode will be difficult to survive.The competition is experiencing the transformation from product manufacturing to "product plus service" business model,therefore after-sales service in the competition role is becoming more and more important.The after-sales service of medical device manufacturers has become one of the most important factors in equipment procurement decision,which makes after-sales service become a key sector in the management of medical device manufacturers.Based on this consideration,this paper finds out the problems existing in the after-sales service of E company through the investigation and research on the service level,then establishes a set of methods to improve and monitor the after-sales service level of the company.According to the problems and the company's own characteristics,the following suggestions for improvement are proposed:1.It is recommended to give the frontline employees a certain autonomy and focus on improving their self-improvement ability.2.To design better approval system for spare parts can not only reduce the approval time of the spare parts and the workload of the approving personnel,but also improve the initiative of the first-line engineers to apply and use the spare parts reasonably and improve the efficient usage of the spare parts.3.Reasonably increase the number of the field service staffs,optimize the dispatching process by integrating the present two dispatching system to one to reduce duplication of work,and to improve work efficiency;4.The technical support team,as a third-party team,regularly supervise and spot checks on equipment maintenance work by the regional engineers.5.It is recommended to adopt a technical level mechanism for engineer to have a development direction to follow and together with the incentive mechanism to open up the promotion channels for employees and better retain the experienced talents.6.Tailored training on soft skills for frontline engineers.7.Create and promote corporate culture of customer benefits prioritized and improve after-sales service policies;...