Research On Improving Customer Service Quality Of Private Medical Device Company D

Company D,a private medical device corporate,which engaging the R&D,production,sales and related service.Cryoablation equipment is the mainly product of the whole business,which applying for the treatment of solid tumors of the whole body.Comparing with the overseas brand in china,Company D take part in an important role of the domestic brand of medical devices corporate in Chinese market Company’s D market share has been severely challenged.On the basic of the customer satisfaction model,this article makes basic information preparation for the further diagnosis of the problems which existing in the service quality management of Company D.This article get a clearly understanding of the situation of the real operation problems with analyzing the company’s business operation model.On diagnosing the main problem of the service quality management,this paper considering external interview to analysis the outside situation of company D’s customer service quality.Then,based on the results of customer interviews,the problems existing in D company’s customer satisfaction management are further accurately diagnosed,referring to the American satisfaction index(ASCI)model.Considering the circumstances around the Company,the questionnaire items are appropriately adjusted to obtain customer satisfaction survey data.SPSS was used for statistical analysis of the outcome of the survey,and it was concluded that the key problems affecting D company’s customer satisfaction mainly included the following six aspects: lacking of ability for professional clinical service,dealers management is not so effective,the stability of the product quality is unstable,product supply is low efficiency,communication with clinical is poor,clinical customer’s value perception is not obvious.On this basis,this article will make a solution for the service quality improvement,and the implementation plan and guarantee scheme are further introduced.The research can give some effective suggestions for the enterprise management and truly help enterprises to maximize the utilization of customer assets.At the same time,the research can also help other medical device company to accumulate more experiences on service quality improvement.