RL公司售后服务客户满意度提升研究

发布时间：2018-06-07 00:35

  本文选题：RL公司 + 客户满意度　； 参考：《华南理工大学》2014年硕士论文

【摘要】：随着中国经济在过去几年的高速发展，以及近几年国家城镇化建设的进程，中国电梯市场仍然呈现快速增长的需求，中国已经成为全球最大的电梯制造地和销售国。来自日本RL公司对目前全球电梯市场未来发展的预测，其中中国市场未来几年的需求量达到了50万台以上，占据了每年全球电梯市场的60%，具有巨大的发展潜力。 然而随着过去几年RL公司在销售市场上的快速增长，缺乏对售后服务的重视与投入，导致RL公司客户满意度呈逐年下降的趋势，特别是WK客户满意度，已经影响到RL公司的销售业务，是公司面临的一次信任危机。 本论文针对WK客户，制定售后服务满意度调查问卷，对WK客户满意度进行调查，并对结果进行分析，从而找到影响WK客户满意度的主要原因是服务外包质量控制问题、人员技能不足、服务响应效率低的问题。针对上述三个问题，，提出了加强服务外包质量的监管措施，通过对外包服务质量管理流程的修改，以及对服务外包采取绩效管理制度提高服务外包质量。同时通过PDA系统、电梯远程监视系统等信息技术，丰富信息传输渠道以及信息共享程度，提高人员技能的同时，将故障的响应效率提高了16.8%。还提出使用重心法、数据建模等方法解决保养站点选址、仓库选址问题，同时通过最低库存设计确保售后服务零配件的及时供应，提高服务的响应效率。通过对一些措施应用检验，以及部分措施实施结果的预测，RL公司客户满意度的得到了提升。
[Abstract]:With the rapid development of China's economy in the past few years and the process of urbanization in recent years, the elevator market in China is still showing rapid growth demand, and China has become the largest elevator manufacturer and sales country in the world. RL Corporation of Japan forecasts the future development of the global elevator market. The demand of the Chinese market in the next few years has reached more than 500000, accounting for 60 percent of the global elevator market every year, which has great development potential. However, with the rapid growth of RL Company in the sales market in the past few years, the lack of attention and investment in after-sales service has led to a declining trend of customer satisfaction in RL Company, especially WK customer satisfaction. Has affected the RL company's sales business, the company is faced with a crisis of trust. In this paper, WK customer satisfaction questionnaire is made for WK customers, and WK customer satisfaction is investigated, and the results are analyzed to find out that the main reason of WK customer satisfaction is the quality control of service outsourcing. Inadequate skills and inefficient service response. Aiming at the above three problems, this paper puts forward some measures to strengthen the supervision of service outsourcing quality, to improve the service outsourcing quality by modifying the process of outsourcing service quality management and adopting the performance management system to improve the service outsourcing quality. At the same time, through the information technology such as PDA system, elevator remote monitoring system and so on, the information transmission channel and the information sharing degree are enriched, the personnel skill is improved, and the response efficiency of the fault is improved by 16.8. Some methods such as barycenter method and data modeling are used to solve the problem of site location and warehouse location. At the same time, the minimum inventory design is used to ensure the timely supply of after-sales service spare parts and improve the response efficiency of the service. By testing the application of some measures and predicting the results of some measures, the customer satisfaction of RL Company has been improved.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F426.4

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