Research On Supplier Service Quality Analysis And Promotion Strategy Of F Company

In the midst of accelerating changes in the global economic and social system and the development of China’s high-end manufacturing industry,there is a trend towards the integration of the service and manufacturing industries,referred to as the Service-oriented Manufacturing.F Company is a service-oriented manufacturer of 3C electronics products,which collaborates with production equipment suppliers to provide production services for the entire product lifecycle as its main business and source of profits.However,issues such as inadequate execution of supplier services,outdated equipment and facilities provided for service,and declining service quality are impacting F Company’s production service performance and business development.This thesis focuses on the service quality of the production equipment suppliers to F Company.Combining the background of service-oriented manufacturing and F Company’s production service business with the domestic and foreign research status of service quality,the important theories and relevant methods of service quality are summarized.Based on the dimensions and issues of the SERVQUAL evaluation scale and the characteristics of F Company’s service supply,and with the adoption of expert opinions,various indicators and hierarchical structures for evaluating service quality are determined for the evaluation system.Using the fuzzy analytic hierarchy process(FAHP)and SERVQUAL evaluation method,a fuzzy comprehensive evaluation model of supplier service quality is constructed.A questionnaire survey is used to evaluate the service quality of the supplier.Importance-performance analysis and service quality gap analysis are conducted on the evaluation results to identify service deficiencies and key factors,reflecting the current situation and causes of the service quality of the supplier.Improvement strategies are proposed,including strengthening service team management,optimizing service pricing standards,upgrading service equipment and facilities,and improving service quality according to differentiated service requirements.Measures are also suggested to improve supplier management system of F Company and strengthen the service cooperation between suppliers,and to ensure the implementation of the supplier’s differentiated service quality improvement strategies.The goal is to provide decisionmaking basis for F Company’s supplier service management work,to lay an important foundation for F Company to popularize supplier management system and expand new business of supplier management in service supply network,and to provide practical reference for other suppliers and manufacturers in the service supply network to improve service quality.