海尔家电售后服务质量诊断报告

发布时间：2018-04-13 12:56

本文选题：家电行业 + 海尔　；参考：《华南理工大学》2013年硕士论文

【摘要】：“十二五”期间，中国家电工业将面临新的发展机遇，迎来新一轮消费结构的快速升级和产品的大批量更新，以及家电在农村市场的快速普及。同时消费者对产品的技术、质量、品种、服务提出了更高的要求。如何在提升技术水平和产品档次的同时提升我们的服务水平，为消费者提供更具有实质价值的服务，真正解决消费者的后顾之忧，对促进整个家电行业的综合水平的提高都有重要的意义。本文对该课题的国内外研究现状进行综合分析总结之后，确定本文的写作思路。首先，，对家电行业售后服务体系进行较为系统的介绍，并对国内外的家电行业售后服务的发展水平和现状进行了详细的阐述，针对售后服务在家电行业的作用，确定其重要地位。其次，本文结合海尔集团售后服务的具体案例，先综合性的介绍海尔集团五个发展阶段和售后服务管理体系。针对海尔集团的内外部环境进行具体分析海尔集团的优劣势。然后，根据家电行业售后服务的特点，结合售后服务的价值理论和评价理论，构建海尔集团售后服务质量评价体系，通过售后服务的四个一级指标细分、十五个二级指标反映其售后服务的质量标准。随后详细的介绍了用AHP和模糊综合评价相结合的方法的原理及计算过程，并运用该方法对评价指标进行综合分析，得到各个指标的综合评分和海尔售后服务质量的总体情况。最后，基于海尔集团的售后服务的具体实际情况和我国家电行业的总体情况，得出了家电行业售后服务结论并对家电行业的前景提出相应的建议。通过“建立独立的第三方售后服务公司”和“加强立法规范，提高行业标准”等方法来提升家电行业售后服务的质量，从而取得良好的客户关系，实现企业价值。
[Abstract]:During the 12th Five-Year Plan period, China's household appliance industry will face new opportunities for development, welcome a new round of rapid upgrading of consumption structure and mass renewal of products, as well as the rapid popularization of household appliances in the rural market.At the same time, consumers of the product technology, quality, variety, service put forward higher requirements.How to improve our service level while upgrading the technical level and product grade, to provide more valuable services for consumers, and to truly solve the worries of consumers.To promote the overall level of the entire household appliances industry has important significance.After the comprehensive analysis and summary of the domestic and foreign research status, this paper determines the writing ideas.First of all, the after-sales service system of household appliances industry is introduced systematically, and the development level and current situation of after-sales service in home appliance industry are described in detail, aiming at the function of after-sales service in household appliance industry.Determine its importance.Secondly, combined with the specific case of Haier Group after-sales service, this paper introduces the five development stages and after-sales service management system of Haier Group.According to the internal and external environment of Haier Group, the advantages and disadvantages of Haier Group are analyzed.Then, according to the characteristics of after-sales service in household appliances industry, combining with the value theory and evaluation theory of after-sales service, the evaluation system of after-sales service quality of Haier Group is constructed, which is subdivided by four first-level indexes of after-sales service.Fifteen second-level indicators reflect its after-sales service quality standards.Then the principle and calculation process of combining AHP with fuzzy comprehensive evaluation are introduced in detail, and the comprehensive analysis of the evaluation index is carried out by using this method, and the overall situation of the comprehensive score of each index and the quality of after-sales service of Haier is obtained.Finally, based on the actual situation of after-sales service of Haier Group and the general situation of home appliance industry in China, the conclusion of after-sales service of home appliance industry is obtained and the corresponding suggestions on the prospect of home appliance industry are put forward.Through the methods of "establishing independent third party after-sales service company" and "strengthening legislation and norm and improving industry standard" to improve the quality of after-sales service in household appliance industry, good customer relationship can be obtained and enterprise value can be realized.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.6

【参考文献】