A公司售后服务存在的问题及其对策
发布时间：2019-03-13 13:01
【摘要】：A公司作为印刷机械的经销商企业,面临着激烈的市场竞争。售后服务是决定竞争胜败的一个很重要因素。在当前全球经济不景气的背景下,制造商K公司的市场重心从欧美转到了中国。作为K公司在中国的两家经销商之一的A公司,其经营状况直接影响到K公司的业绩。所以提高A公司的经营水平,是上到制造商,下到客户的所有相关者一致的利益。而提高售后服务水平无疑是其中的重要环节。 本文通过客户满意度调查,并通过机器销量和工程师人数的对比分析,得出了售后服务工作中存在的一些问题：服务响应时间问题、备件供应问题、人员素养问题和其他两个问题。并对问题现状进行了详细描述和分析,从而制定了相应的改善对策。提出了需要通过增加服务网点、增加人员配备、增加备件库存、拓展采购渠道、加强员工教育培训、完善员工激励机制和加强售后服务的收益管理等方法来解决问题。
[Abstract]:As a distributor of printing machinery, Company A is facing fierce market competition. After-sales service is a very important factor to determine the success and defeat of competition. In the current global economic downturn, the manufacturer K company's market focus shifted from Europe and the United States to China. As one of the two distributors of K Company in China, Company A has a direct impact on the performance of K Company. Therefore, to improve the management level of company A is the unanimous interest of all stakeholders from the manufacturer to the customer. And improving the level of after-sales service is undoubtedly one of the important links. Through the investigation of customer satisfaction, and through the comparative analysis of machine sales and the number of engineers, this paper finds out some problems existing in after-sales service: service response time, spare parts supply, and so on. Personnel literacy and two other issues. The present situation of the problem is described and analyzed in detail, and the corresponding improvement countermeasures are drawn up. It is pointed out that it is necessary to solve the problems by increasing service network, increasing staffing, increasing spare parts inventory, expanding purchasing channels, strengthening staff education and training, perfecting employee incentive mechanism and strengthening revenue management of after-sales service.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.4
本文编号：2439408
[Abstract]:As a distributor of printing machinery, Company A is facing fierce market competition. After-sales service is a very important factor to determine the success and defeat of competition. In the current global economic downturn, the manufacturer K company's market focus shifted from Europe and the United States to China. As one of the two distributors of K Company in China, Company A has a direct impact on the performance of K Company. Therefore, to improve the management level of company A is the unanimous interest of all stakeholders from the manufacturer to the customer. And improving the level of after-sales service is undoubtedly one of the important links. Through the investigation of customer satisfaction, and through the comparative analysis of machine sales and the number of engineers, this paper finds out some problems existing in after-sales service: service response time, spare parts supply, and so on. Personnel literacy and two other issues. The present situation of the problem is described and analyzed in detail, and the corresponding improvement countermeasures are drawn up. It is pointed out that it is necessary to solve the problems by increasing service network, increasing staffing, increasing spare parts inventory, expanding purchasing channels, strengthening staff education and training, perfecting employee incentive mechanism and strengthening revenue management of after-sales service.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.4
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