本文選題：RL公司 + 客戶滿意度�。� 參考：《華南理工大學(xué)》2014年碩士論文

【摘要】：隨著中國經(jīng)濟(jì)在過去幾年的高速發(fā)展，以及近幾年國家城鎮(zhèn)化建設(shè)的進(jìn)程，中國電梯市場仍然呈現(xiàn)快速增長的需求，中國已經(jīng)成為全球最大的電梯制造地和銷售國。來自日本RL公司對目前全球電梯市場未來發(fā)展的預(yù)測，其中中國市場未來幾年的需求量達(dá)到了50萬臺以上，占據(jù)了每年全球電梯市場的60%，具有巨大的發(fā)展?jié)摿Α?然而隨著過去幾年RL公司在銷售市場上的快速增長，缺乏對售后服務(wù)的重視與投入，導(dǎo)致RL公司客戶滿意度呈逐年下降的趨勢，特別是WK客戶滿意度，已經(jīng)影響到RL公司的銷售業(yè)務(wù)，是公司面臨的一次信任危機(jī)。 本論文針對WK客戶，制定售后服務(wù)滿意度調(diào)查問卷，對WK客戶滿意度進(jìn)行調(diào)查，并對結(jié)果進(jìn)行分析，從而找到影響WK客戶滿意度的主要原因是服務(wù)外包質(zhì)量控制問題、人員技能不足、服務(wù)響應(yīng)效率低的問題。針對上述三個(gè)問題，，提出了加強(qiáng)服務(wù)外包質(zhì)量的監(jiān)管措施，通過對外包服務(wù)質(zhì)量管理流程的修改，以及對服務(wù)外包采取績效管理制度提高服務(wù)外包質(zhì)量。同時(shí)通過PDA系統(tǒng)、電梯遠(yuǎn)程監(jiān)視系統(tǒng)等信息技術(shù)，豐富信息傳輸渠道以及信息共享程度，提高人員技能的同時(shí)，將故障的響應(yīng)效率提高了16.8%。還提出使用重心法、數(shù)據(jù)建模等方法解決保養(yǎng)站點(diǎn)選址、倉庫選址問題，同時(shí)通過最低庫存設(shè)計(jì)確保售后服務(wù)零配件的及時(shí)供應(yīng)，提高服務(wù)的響應(yīng)效率。通過對一些措施應(yīng)用檢驗(yàn)，以及部分措施實(shí)施結(jié)果的預(yù)測，RL公司客戶滿意度的得到了提升。
[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.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F274;F426.4

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本文編號：1988862