發(fā)布時(shí)間：2018-01-15 18:13

  本文關(guān)鍵詞：GR公司核心經(jīng)銷商顧客的滿意度提升研究　出處：《華南理工大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 核心經(jīng)銷商顧客 顧客滿意度 四分圖模型

【摘要】：根據(jù)中國(guó)電梯行業(yè)對(duì)目前全球電梯市場(chǎng)未來(lái)發(fā)展的預(yù)測(cè),中國(guó)垂直電梯國(guó)內(nèi)市場(chǎng)在未來(lái)五年內(nèi)將占整個(gè)全球市場(chǎng)的一半,中國(guó)在今后相當(dāng)長(zhǎng)的時(shí)間內(nèi)將是全球最大的電梯市場(chǎng),年產(chǎn)值超千億元,電梯市場(chǎng)可謂前景廣闊。然而隨著過(guò)去幾年GR公司在銷售市場(chǎng)上的快速增長(zhǎng),對(duì)核心經(jīng)銷商顧客滿意度的重視與投入缺乏,導(dǎo)致GR公司核心經(jīng)銷商顧客滿意度處于波動(dòng)下降的趨勢(shì)。本文主要研究提升GR公司核心經(jīng)銷商顧客的顧客滿意度問(wèn)題。顧客滿意度是指顧客的一種心理狀態(tài),它來(lái)源于顧客對(duì)企業(yè)的某種產(chǎn)品或者服務(wù)消費(fèi)所產(chǎn)生的切身感受與自己所期望的進(jìn)行對(duì)比,是一種相對(duì)性的概念。所以本文采取了調(diào)查與分析相結(jié)合的方式對(duì)影響核心經(jīng)銷商顧客的顧客滿意度的問(wèn)題進(jìn)行分析改善:先對(duì)該類顧客的顧客滿意度采用了調(diào)查法進(jìn)行調(diào)查,運(yùn)用四分圖模型和樹(shù)圖法對(duì)調(diào)查結(jié)果進(jìn)行分析,得出投訴反饋處理人員響應(yīng)、售后物料響應(yīng)、調(diào)驗(yàn)效果和培訓(xùn)的問(wèn)題影響了滿意度。針對(duì)以上四個(gè)問(wèn)題制訂了相應(yīng)方案進(jìn)行改善,公司采取了整合熱線組與技術(shù)支持組的職能、整合發(fā)料流程,建立客戶反饋一站式三歸檔流程和客戶反饋處理流程由OA系統(tǒng)升級(jí)至CRM系統(tǒng)的措施,同時(shí)運(yùn)用了因素評(píng)分法設(shè)置售后物料的備件庫(kù),逐步形成售后物料的四級(jí)備件庫(kù)體系,并且根據(jù)ABC分析法設(shè)置售后物料備件庫(kù)的庫(kù)存量,整合物流供應(yīng)商,使其適應(yīng)客戶反饋的配件供應(yīng)需求。在調(diào)驗(yàn)效果方面,由原先的驗(yàn)收與調(diào)試為同一崗位,由一個(gè)人完成,改進(jìn)為將驗(yàn)收崗位與調(diào)試崗位分家的方式,由兩個(gè)人完成;結(jié)合GR培訓(xùn)中心,根據(jù)客戶需求,增加對(duì)核心經(jīng)銷商顧客的培訓(xùn),滿足核心經(jīng)銷商顧客的培訓(xùn)需求。采取以上措施后,通過(guò)對(duì)核心經(jīng)銷商顧客的滿意度采用調(diào)查法評(píng)估,核心經(jīng)銷商顧客的滿意度得到了有效提升,滿意度效果達(dá)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).
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F274

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本文編號(hào)：1429484