QG硅钢产品用户差异化服务模式设计

发布时间：2018-01-17 01:28

本文关键词：QG硅钢产品用户差异化服务模式设计　出处：《东北大学》2014年硕士论文　论文类型：学位论文

【摘要】：对QG硅钢产品用户差异化服务模式进行设计,提出QG开展差异化服务模式应采用的方法和应开展的具体工作。首先对QG硅钢产品服务现状进行介绍,通过SWOT分析方法、4P理论和PEST理论、细分市场和目标市场方法,并结合QG硅钢产品服务现状,提出由于QG用户在使用硅钢产品的特殊性,因此需要在目标市场范围内建立差异化服务模式。随后提出差异化服务中的"大服务"概念,认为差异化服务不仅仅局限于售后服务,而应该从产品设计开始,在设计、生产、物流、使用、售后服务、财务结算等各方面体现,并最终回到产品设计中,同时通过对部分用户开展互动工作,建立服务改进环控制,共同推动服务质量的提升。同时提出差异化服务模式应包括两种分级方式,一种按照重要程度进行分级,另外一种按照敏感程度进行分级,并给出了不同用户等级应给予的服务策略。着重介绍了开展大客户服务方式及与用户开展EVI项目的服务方式,认为企业后续应从产品研发介入、物流服务平台、CRM平台、派驻式技术服务、配送中心、信息共享、危机(异议)处理等具体业务模式开展改进工作,从而提高QG服务质量。最后给出开展差异化服务的建议,提出应以信息化为手段,借助CRM系统,持续完善差异化服务模式。
[Abstract]:This paper designs the customer differentiated service mode of QG silicon steel products, and puts forward the methods and specific work to be used in QG differentiated service mode. Firstly, the present situation of QG silicon steel product service is introduced. Through the SWOT analysis method and the PEST theory, the method of subdividing the market and the target market, and combining with the present situation of QG silicon steel product service, the particularity of the QG user using silicon steel product is put forward. Therefore, it is necessary to establish the differentiated service model in the target market. Then, the concept of "big service" in the differentiated service is put forward, which suggests that the differentiated service is not limited to after-sales service, but should start from the product design. In the design, production, logistics, use, after-sales service, financial settlement and other aspects, and ultimately back to product design, at the same time through the interactive work of some users, the establishment of a service improvement ring control. At the same time, it is proposed that the differentiated service model should include two classification methods, one is classified according to the degree of importance, the other is classified according to the degree of sensitivity. The service strategies of different user grades are given, and the service mode of developing large customer service and developing EVI project with users is emphatically introduced. It is considered that the enterprise should intervene in product research and development in the future. Logistics service platform CRM platform, attached technical services, distribution center, information sharing, crisis (dissent) handling and other specific business models to carry out improvement work. Finally, the suggestion of developing differentiated service is put forward, and it is suggested that we should continue to perfect the mode of differentiated service by means of information technology and CRM system.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F426.31

【相似文献】