Investigation On Optimization Of After-sales Service System Of Q Company,Distributor Of Laboratory Instruments

Q company is a biological equipment and instrument dealer company with 28 years history.It is the earliest dealers of instrument and equipment in Guangdong.In Guangdong and south China,Q company is the leader of biological instrument seller company who mainly engaged in foreign brands of biological instruments.As the time go by,the living environment of instrument dealers has become more and more difficult.First of all,there are more and more competitors selling the same type of products and customers who prefer to choose domestic instruments and equipment is slowly becoming a trend.Due to information technology development,instrument dealer shop to rely on Information gap is producing less and less profits,and because of the flat supply chain and the trend of localization of products,many manufacturers begin to withdraw the agency right and sell on their own,which greatly squeeze the living space of instrument dealer companies.In order to surviving in an increasingly difficult environment and to increasing revenue,the after-sales department is becoming more and more important in Q Company.In addition to creating profits,good after-sales service is also play an important role in dealer companies.It can improve satisfaction and customers tickiness.However,it is not a easy work to a dealer’s after-sales department who wants to do a good job in after-sales service work with a large number of equipment which was sold over the years,so Q company need a large number of personnel to maintain service.the distribution of instruments is a wide variety.The manufacturer’s authorization problem is also directly limiting the dealer’s after-sales service.Therefore,the core point discussed in this article is how to optimize the system to make dealers more efficient after-sales in the face of the requirements of both sides of customer and manufacturer.while obtaining profits,we can complete the after-sales service requirements with high quality and improve customer satisfaction.This article is based on questionnaires and interviews.By establishing the SERVQUAL model of instrument dealers,the problems of Q company’s after-sales service are analysed.Then the problems are analyzed to find the internal causes of the problems in the after-sales service of Q Company.And for this reasons,the improvement of after-sales service system is proposed.It provid esauseful reference for the company’s future development,On the other hand the reference can help other enterprises in the same type of industry to improve after-sales service management.