A公司TCSS完全客户满意度调查与测评研究

发布时间：2018-05-25 02:16

本文选题：物流 + 客户服务　；参考：《首都经济贸易大学》2017年硕士论文

【摘要】：A公司是规模和实力居市场领先地位的现代物流企业,是我国最大的中外合资第三方物流企业,隶属中国第一、世界第二的航运界巨头A集团。作为A集团的支柱产业,A公司一直以“做最强的物流服务商,做最好的船务代理人”为奋斗目标,秉承“一切为了客户满意”的服务理念,坚持以战略为导向、以企业效益为导向、以持续改进为导向,对客户、员工、合作伙伴进行完全客户满意管理。致力于为国内外广大客户提供现代物流等服务。随着经济全球化和市场的逐渐开放,物流行业的竞争日趋激烈,客户对企业的满意度变得尤为重要。A公司成立伊始,为了切实将公司的管理理念落到实处,创立物流公司的服务品牌,落实“专家型代理、人性化服务”的代理准则,以提升客户服务质量为目标的各项工作在系统内全面展开。其中,以“A公司TCSS完全客户满意度调查和测评”的开发和实施作为客户服务重点工作率先推出。经历了数年的发展演变,客户满意度项目逐渐形成了以客户满意度调查与测评为核心的服务管理体系。通过先进的指数模型,结合PLS-SEM偏最小二乘结构方程模型的度量方法,以数据分析建模能力作为支持,帮助企业持续改进。TCSS解决了众多企业针对客户满意度调查不科学、不规范、不严谨和未借助IT化信息系统的力量挖掘客户调查数据的价值等诸多质量管理的问题。系统学习并实施过TCSS完全客户满意度调查和测评后,A公司的员工在遇到客户满意度与企业利益发生冲突时,就会形成“以客户为中心”的思考模式,并在落实经营理念、细化管理思路、创立服务品牌、提高全系统的服务质量上,产生了长远的积极影响。基于上述考虑,本文的研究主要从A公司TCSS测评体系,UCSI指数模型和六维路径分析等方面,研究了TCSS完全客户满意度调查和测评的方法,包括测评依据、测评工具,测评路径和详尽的执行情况,并以公司工程业务板块作为典型案例,通过具体的数据和图表进行了深入的剖析。以实际数据的统计结合全系统近三年的数据指数比对分析,重点而详细地阐述了TCSS在A公司业务层面、战略层面的应用。作为客户关系管理的一个有机组成部分,TCSS从2000年至今,在A公司已经运行了15年。它的开展与实施,有效地提高了A公司的客户满意度和忠诚度。经过数年的实践证明,TCSS所做的项目设计和调查测评方法不仅对A公司的质量管理和服务持续改进提供了科学系统可操作的管理方式,收获了非常好的效果,同时也具有在其他企业和业务领域普遍应用的普及价值。
[Abstract]:Company A is the leading modern logistics enterprise in scale and strength. It is the largest Sino-foreign joint venture third party logistics enterprise in China, which belongs to Group A, the largest shipping giant in China and the second in the world. As the pillar industry of group A, company A has been "to be the strongest logistics service provider, to be the best shipping agent" as the goal, adhering to the "all for customer satisfaction" service concept, adhere to the strategic orientation, Enterprise benefit oriented, continuous improvement oriented, complete customer satisfaction management to customers, employees and partners. Committed to providing domestic and foreign customers with modern logistics and other services. With the economic globalization and the gradual opening of the market, the competition in the logistics industry is becoming more and more fierce, and the customer satisfaction to the enterprise becomes particularly important at the beginning of its establishment, in order to put the management concept of the company into practice, Establish the service brand of logistics company, carry out the agency standard of "expert agent, humanized service", and carry out all kinds of work in the system with the aim of improving customer service quality. Among them, "A company TCSS complete customer satisfaction survey and evaluation" development and implementation of customer service as the focus of the first launch. After several years of development and evolution, the customer satisfaction project has gradually formed a service management system with customer satisfaction survey and evaluation as the core. Through the advanced exponential model, combined with the measurement method of PLS-SEM partial least squares structural equation model, and supported by the modeling ability of data analysis, this paper helps enterprises to continuously improve .TCSS to solve the problem of unscientific and non-standard investigation of customer satisfaction in many enterprises. Some quality management problems, such as the value of customer survey data, and so on, are excavated without the help of IT information system. After studying and implementing the TCSS complete customer satisfaction investigation and evaluation, the employees of company A will form the "customer-centered" thinking mode when they encounter the conflict between customer satisfaction and enterprise interests, and implement the business philosophy. Refinement of management thinking, establishment of service brand, improvement of the whole system of service quality, has a long-term positive impact. Based on the above considerations, this paper mainly studies the TCSS complete customer satisfaction survey and evaluation methods from the aspects of TCSS index model and six-dimensional path analysis, including the evaluation basis, evaluation tools, and so on. Evaluation path and detailed implementation, and take the company engineering business as a typical case, through the specific data and charts for in-depth analysis. Based on the actual data statistics and the data index comparison analysis of the whole system in the past three years, the application of TCSS in the business level and strategic level of A company is expounded in detail. TCSS, an integral part of customer relationship management, has been in operation for 15 years since 2000. Its development and implementation, effectively improve A company's customer satisfaction and loyalty. After several years of practice, it has been proved that the project design, investigation and evaluation method made by TCSS not only provides a scientific system operable management method for the quality management and service continuous improvement of company A, but also yields very good results. At the same time, it also has universal application value in other enterprises and business fields.
【学位授予单位】：首都经济贸易大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F259.23

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