Research On The Optimization Of PL Company’s After Sales Service Process

This paper takes the case of PL golf equipment foreign trade company(hereinafter referred to as "PL company")as the research objective to study the optimization of after-sales service process,mainly using literature research,case analysis and questionnaire survey.First of all,it briefly introduces the after-sales service theory,service quality theory,process optimization theory and service blueprint theory that are mainly applied this time.Then,through high-level interviews,field research,process realism and other methods,the business and process status of the core functional departments of after-sales service were sorted out,and the business flow chart of each process link was drawn.In order to measure the level of the existing after-sales service work and find out the problems and shortcomings in the current process,the investigation questionnaire on the existing problems in the after-sales service process management was designed,and the relevant stakeholders of the after-sales service of PL company were investigated and interviewed.Through the investigation,it was found that there were three major problems:the long cycle of the work order operation process,the imperfect formulation of the after-sales service process,and the lack of scientific management of the after-sales service process.In the problem analysis stage,fish bone diagram analysis was carried out for these three aspects of problems,and the problems were divided into 16 cause factors,and the key causes of the problems were analyzed one by one.After determining the cause of the problem,draw a service blueprint,mark the existing problems in the corresponding links in the service blueprint,and determine the key processes that need to be optimized.Subsequently,the improvement opportunities of 16 cause factors were analyzed,and the conclusion that 11 of them needed improvement was reached.The existing problems,key processes and cause factors were corresponding,and the possible causes of the problems were classified into three major aspects: unreasonable process design,insufficient information support processes,and poor process implementation and control.In view of the problems that need to be optimized and improved,this after-sales service process optimization scheme is designed,the optimization objectives,principles and ideas of this work are put forward,and the specific measures for this process optimization are proposed from three aspects: optimizing process design,strengthening the support of information management for process optimization,and strengthening the control of process execution.In the process of optimizing the process design,a new business process diagram and service blueprint are drawn.Through comparison with the previous text,it can be seen that the unreasonable nodes and links in the original process are improved,redundant links are removed,and the traditional process mode is transformed into an advanced process mode.Through the introduction of information management,it provides information technology support for process optimization,makes advanced process methods feasible,improves process operation efficiency,and reduces operation cost.Finally,through this study,it is concluded that improving the service process is conducive to improving the competitiveness of enterprises,informatization is an important tool for process optimization,and drawing the flow chart is convenient for optimizing the after-sales service process.Based on the actual cases of PL company,this paper summarizes the current situation and analyzes the current problems,studies the optimization of the after-sales service process of PL company,and puts forward optimization measures,which will help reduce the human cost and management cost of after-sales service,enhance the systematization of process management,improve the work efficiency of employees,improve the service quality,effectively enhance the brand image,enhance customer satisfaction and stickiness,This has laid a good foundation for further cooperation with customers.The research contents and conclusions of the after-sales service process optimization of PL company will provide reference and reference for the after-sales service work of other foreign trade enterprises in the same industry.