GR公司核心经销商顾客的满意度提升研究

发布时间：2018-01-15 18:13

本文关键词：GR公司核心经销商顾客的满意度提升研究　出处：《华南理工大学》2015年硕士论文　论文类型：学位论文

【摘要】：根据中国电梯行业对目前全球电梯市场未来发展的预测,中国垂直电梯国内市场在未来五年内将占整个全球市场的一半,中国在今后相当长的时间内将是全球最大的电梯市场,年产值超千亿元,电梯市场可谓前景广阔。然而随着过去几年GR公司在销售市场上的快速增长,对核心经销商顾客满意度的重视与投入缺乏,导致GR公司核心经销商顾客满意度处于波动下降的趋势。本文主要研究提升GR公司核心经销商顾客的顾客满意度问题。顾客满意度是指顾客的一种心理状态,它来源于顾客对企业的某种产品或者服务消费所产生的切身感受与自己所期望的进行对比,是一种相对性的概念。所以本文采取了调查与分析相结合的方式对影响核心经销商顾客的顾客满意度的问题进行分析改善:先对该类顾客的顾客满意度采用了调查法进行调查,运用四分图模型和树图法对调查结果进行分析,得出投诉反馈处理人员响应、售后物料响应、调验效果和培训的问题影响了满意度。针对以上四个问题制订了相应方案进行改善,公司采取了整合热线组与技术支持组的职能、整合发料流程,建立客户反馈一站式三归档流程和客户反馈处理流程由OA系统升级至CRM系统的措施,同时运用了因素评分法设置售后物料的备件库,逐步形成售后物料的四级备件库体系,并且根据ABC分析法设置售后物料备件库的库存量,整合物流供应商,使其适应客户反馈的配件供应需求。在调验效果方面,由原先的验收与调试为同一岗位,由一个人完成,改进为将验收岗位与调试岗位分家的方式,由两个人完成;结合GR培训中心,根据客户需求,增加对核心经销商顾客的培训,满足核心经销商顾客的培训需求。采取以上措施后,通过对核心经销商顾客的满意度采用调查法评估,核心经销商顾客的满意度得到了有效提升,满意度效果达到良好水平(100分制79分)。
[Abstract]:According to the forecast of the future development of the global elevator market in China, the domestic vertical elevator market in China will account for half of the global market in the next five years. China will be the world's largest elevator market for a long time to come, with an annual output value of more than 100 billion yuan, the elevator market is promising. However, with the rapid growth of gr in the sales market in the past few years. Lack of attention and input to customer satisfaction of core dealers. This paper mainly studies how to improve the customer satisfaction of core dealers of gr Company. Customer satisfaction is a kind of psychological state of customers. . It comes from the customer's consumption of a certain product or service, and their personal feelings are compared with their own expectations. Therefore, this paper adopts the combination of investigation and analysis to analyze and improve the problems affecting the customer satisfaction of core dealers. First of all, the customer satisfaction of this kind of customers is investigated by the method of investigation. Using the quadrilateral graph model and tree diagram method to analyze the results of the investigation, get the feedback response of the staff, after-sale material response. According to the above four problems, the company adopted the function of integrating hotline group and technical support group, and integrated the process of issuing materials. Establish customer feedback one-stop three-filing process and customer feedback processing process from OA system to CRM system upgrade measures, at the same time the use of factor scoring method to set up after-sale material spare parts library. Gradually form the after-sales materials of the four-level spare parts warehouse system, and according to the ABC analysis to set up after-sales spare parts store inventory, integrated logistics suppliers. To adapt to customer feedback on the supply of accessories. In terms of adjustment and inspection effect, from the original acceptance and commissioning for the same position, completed by one person, improved to the acceptance of the post and commissioning of the way of separation. By two persons; In combination with gr training center, according to customer needs, increase the training of core dealer customers, to meet the training needs of core dealer customers. Take the above measures. Through the evaluation of customer satisfaction of core dealers by means of investigation, the satisfaction degree of core dealers has been effectively improved, and the satisfaction effect has reached a good level (79 points per 100 points system).
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274

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