Research On The Improvement Of After-Sales Service Quality Of K Cloud Computing Company’s Products

Since 2012,the domestic service industry has surpassed the secondary industry and become the largest industry in the domestic economy.Cloud computing industry is a service industry based on the real economy,which provides all kinds of resources such as computing and storage for all walks of life through the network,and has become an important pillar industry for the development of the Internet industry.The development of cloud computing industry has gradually matured,and the quality of after-sales service has been paid more and more attention,which has become one of the key factors for cloud computing companies to achieve market success.In order to improve the after-sales service quality of K Cloud Computing Company,through sorting out the development of modern after-sales service and collecting relevant service quality optimization methods,it is determined to formulate research ideas from Six Sigma DMAIC process optimization.Firstly,the after-sales situation of commonly used cloud computing products is sorted out,and the after-sales service quality is defined.Then,SERVQUAL is used to measure the service quality,and the position of service quality defects is determined by questionnaire survey.The analysis of the questionnaire results shows that the strategic focus of K cloud computing companies is still in market share competition and product research and development,and they should take laissez-faire measures in after-sales service.Thirdly,from the position of service quality defects,according to ECRS,the service quality defects are improved one by one,and detailed improvement methods are formulated.Finally,the after-sales service quality is improved in terms of organizational structure optimization,clear service standards,knowledge and talent management,and demand reception.This problem is representative in domestic cloud computing companies and provides a guarantee scheme for these improvement methods.This study provides a practical evaluation method and operation guide for the improvement of after-sales service quality of K cloud computing company,and also provides a guarantee scheme,which plays a guiding role for the improvement of after-sales service quality of other cloud computing companies in China,and the related theoretical research also has certain reference significance for the development of cloud computing industry.