长沙丁丁婴童公司售后服务系统优化研究
发布时间：2018-11-15 18:16
【摘要】：我国加入世贸组织以后,国内婴童企业面临着越来越激烈的市场竞争,随着世界其他国家品牌的不断参与,婴童市场已逐渐成为一个国际性的竞争市场。企业为了获取竞争优势,培育核心竞争力,开始重视售后服务工作。本文通过对长沙丁丁婴童公司的售后服务工作进行深入细致的调查和分析研究,结合该公司的实际情况,对公司婴童产品、婴童培训等市场的售后服务系统进行升级和完善,希望进一步提高公司的市场竞争力和盈利能力,并逐渐建立第二乃至第三等价值链,从而为企业创造良好的经济效益和品牌效益。 在顾客满意度、顾客忠诚度以及顾客价值等理论基础上,本文首先对售后服务相关概念和文献进行回顾。然后分析了长沙丁丁婴童公司的基本情况,结合当下婴童产业的发展,对公司外部市场中的竞争形势进行深入分析。其次,结合实际的调研和访谈情况,探讨长沙丁丁婴童世界主题商场售后服务的现状,并就售后服务系统存在的问题进行展开。针对长沙丁丁婴童世界主题商场售后服务系统的种种问题,按照科学的优化原则,分别从企业的组织结构设计、内部营销、服务流程以及客户关系管理等方面给出优化设计的方案及实施具体方法,并且探讨了企业的售后服务绩效考核的优化问题。最后,对售后服务系统实施可能遇到的障碍进行分析,针对障碍提出相应的解决办法,以保证售后服务系统优化方案的顺利实施。 本文的研究成果对长沙丁丁婴童公司加强和完善售后服务系统具有一定的参考价值,并为企业领导者的服务发展决策提供了一些方法借鉴,也希望本文的研究成果为其它婴童企业的售后服务工作提供一定的参考和帮助。
[Abstract]:After China's entry into the WTO, domestic baby children enterprises are facing more and more fierce market competition. With the continuous participation of other brands in the world, the infant children market has gradually become an international competitive market. In order to gain competitive advantage and cultivate core competitiveness, enterprises begin to attach importance to after-sales service. Through the thorough investigation and analysis of the after-sales service work of Changsha Dingding Baby & Baby Co., Ltd., combined with the actual situation of the company, this paper upgrades and perfects the after-sales service system of the company's baby and child products, baby child training and other markets. It is hoped that the market competitiveness and profitability of the company will be further improved, and the second and third value chain will be gradually established, thus creating good economic and brand benefits for enterprises. Based on the theories of customer satisfaction, customer loyalty and customer value, this paper reviews the related concepts and literature of after-sales service. Then it analyzes the basic situation of Changsha Dingding Baby Co., Ltd. Combined with the development of infant industry at present, analyzes the competition situation in the company's external market. Secondly, according to the actual investigation and interview, this paper discusses the current situation of after-sales service in Changsha Dingding Baby World theme Mall, and discusses the problems existing in the after-sales service system. Aiming at the problems of after-sales service system in Changsha Dingding Baby World theme Mall, according to the principle of scientific optimization, from the organizational structure design and internal marketing of enterprises, In the aspects of service flow and customer relationship management, the optimal design scheme and implementation method are given, and the optimization of enterprise after-sales service performance evaluation is discussed. Finally, the obstacles that may be encountered in the implementation of the after-sales service system are analyzed, and the corresponding solutions are put forward to ensure the smooth implementation of the optimization scheme of the after-sales service system. The research results of this paper have certain reference value to strengthen and perfect after-sales service system of Changsha Ding Baby Co., Ltd., and provide some methods for enterprise leaders to make decisions on service development. We also hope that the research results of this paper can provide some reference and help for the after-sales service of other baby-children enterprises.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F721.7
本文编号：2334071
[Abstract]:After China's entry into the WTO, domestic baby children enterprises are facing more and more fierce market competition. With the continuous participation of other brands in the world, the infant children market has gradually become an international competitive market. In order to gain competitive advantage and cultivate core competitiveness, enterprises begin to attach importance to after-sales service. Through the thorough investigation and analysis of the after-sales service work of Changsha Dingding Baby & Baby Co., Ltd., combined with the actual situation of the company, this paper upgrades and perfects the after-sales service system of the company's baby and child products, baby child training and other markets. It is hoped that the market competitiveness and profitability of the company will be further improved, and the second and third value chain will be gradually established, thus creating good economic and brand benefits for enterprises. Based on the theories of customer satisfaction, customer loyalty and customer value, this paper reviews the related concepts and literature of after-sales service. Then it analyzes the basic situation of Changsha Dingding Baby Co., Ltd. Combined with the development of infant industry at present, analyzes the competition situation in the company's external market. Secondly, according to the actual investigation and interview, this paper discusses the current situation of after-sales service in Changsha Dingding Baby World theme Mall, and discusses the problems existing in the after-sales service system. Aiming at the problems of after-sales service system in Changsha Dingding Baby World theme Mall, according to the principle of scientific optimization, from the organizational structure design and internal marketing of enterprises, In the aspects of service flow and customer relationship management, the optimal design scheme and implementation method are given, and the optimization of enterprise after-sales service performance evaluation is discussed. Finally, the obstacles that may be encountered in the implementation of the after-sales service system are analyzed, and the corresponding solutions are put forward to ensure the smooth implementation of the optimization scheme of the after-sales service system. The research results of this paper have certain reference value to strengthen and perfect after-sales service system of Changsha Ding Baby Co., Ltd., and provide some methods for enterprise leaders to make decisions on service development. We also hope that the research results of this paper can provide some reference and help for the after-sales service of other baby-children enterprises.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F721.7
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