本文選題：汽車零部件　切入點(diǎn)：客戶服務(wù)　出處：《東華大學(xué)》2015年碩士論文

【摘要】：國(guó)內(nèi)汽車工業(yè)經(jīng)過(guò)連續(xù)多年的高速增長(zhǎng),整車銷量增速逐步放緩,汽車零部件企業(yè)的競(jìng)爭(zhēng)日趨激烈。而本土零部件企業(yè),又由于受到外資企業(yè)價(jià)格下探、上游原材料價(jià)格波動(dòng)以及下游整車廠不斷降價(jià)等影響,市場(chǎng)份額和盈利能力受到侵蝕,生存環(huán)境更為嚴(yán)峻。在這樣的背景下,本土零部件企業(yè)原來(lái)的粗放式經(jīng)營(yíng)模式已經(jīng)不適應(yīng)現(xiàn)有的市場(chǎng)環(huán)境,競(jìng)爭(zhēng)已經(jīng)從過(guò)去的以成本、產(chǎn)品為中心轉(zhuǎn)向以市場(chǎng)、客戶需求為中心,轉(zhuǎn)變經(jīng)營(yíng)觀念,深化服務(wù)內(nèi)涵、改進(jìn)服務(wù)策略、提高競(jìng)爭(zhēng)能力,已是迫在眉睫。如何提升客戶服務(wù)水平,提高客戶服務(wù)質(zhì)量,把握客戶實(shí)際需求,進(jìn)一步挖掘潛在客戶,成為了本土汽車零部件企業(yè)亟待解決的重要問(wèn)題。本文以JC公司作為研究對(duì)象,該公司是一家本土的中小型汽車零部件制造企業(yè),多年來(lái)一直重產(chǎn)品、輕服務(wù),由于對(duì)客戶服務(wù)重要性認(rèn)識(shí)不夠,客戶服務(wù)管理不善,導(dǎo)致客戶不斷流失,市場(chǎng)份額持續(xù)下降。雖然通過(guò)努力,公司成為了業(yè)內(nèi)知名汽車整車廠的一級(jí)供應(yīng)商,但若不改變傳統(tǒng)的觀念,不設(shè)法提升客戶服務(wù)水平、改善客戶服務(wù)質(zhì)量,會(huì)對(duì)今后新產(chǎn)品的拓展以及客戶的維護(hù)產(chǎn)生不利影響,進(jìn)而制約企業(yè)的進(jìn)一步發(fā)展。為提高JC公司的客戶服務(wù)策略,本文首先采用文獻(xiàn)研究法對(duì)客戶服務(wù)理論進(jìn)行了系統(tǒng)的梳理,介紹了公司的主要情況以及與客戶的合作模式,對(duì)公司的客戶服務(wù)現(xiàn)狀進(jìn)行了分析;其次,設(shè)計(jì)了客戶滿意度問(wèn)卷,請(qǐng)JC公司主要客戶進(jìn)行滿意度測(cè)評(píng),根據(jù)測(cè)評(píng)結(jié)果,歸納分析出公司在客戶服務(wù)方面存在的主要不足;最后,結(jié)合現(xiàn)狀分析和滿意度測(cè)評(píng),提出客戶服務(wù)改進(jìn)策略,如完善客戶服務(wù)體系、售前識(shí)別需求、售中同步開發(fā)、售后及時(shí)響應(yīng)等,最終達(dá)到提升公司的客戶服務(wù)質(zhì)量、提高客戶滿意度,提高公司競(jìng)爭(zhēng)力的目的。本課題的研究從JC公司的實(shí)際案例出發(fā),提出零部件制造企業(yè)覆蓋包括產(chǎn)品售前、售中、售后全生命周期的客戶服務(wù)理念,對(duì)其他汽車零部件企業(yè)如何改善客戶服務(wù)質(zhì)量、提高客戶滿意度,具有一定的借鑒意義。
[Abstract]:The domestic auto industry after consecutive years of rapid growth, vehicle sales growth is slowing down, auto parts enterprises increasingly fierce competition. While the local parts enterprises, and by dropping the price of foreign enterprises, the upstream raw material price fluctuations and the downstream vehicle plant to price the influence, market share and profitability is eroded, the living environment is more serious in this context, the extensive mode of operation of local parts enterprises already can't adapt to the current market environment, the competition has been from the past to the cost of the product as the center to turn to the market, customer demand as the center, changing the management concept, deepen the connotation of service, improve service strategy, improve competition ability, is imminent. How to improve the level of customer service, improve customer service quality, grasp the actual needs of customers, to further tap the potential customers, has become a local car An important problem to be solved in parts enterprises. This paper takes the JC company as the research object, the company is a local small and medium-sized auto parts manufacturing enterprises, over the years has been heavy products, light service, due to insufficient understanding of the importance of customer service, customer service management, leading to the loss of customers, although the market share continued to decline. The company to become the industry's well-known automobile factory of a supplier, but if you do not change the traditional ideas, not try to enhance the level of customer service, improve customer service quality, will be the future of new product development and customer maintenance adversely affect and restrict the further development of enterprises. In order to improve the customer service strategy JC the company, this paper adopts the method of literature research on the theory of customer service systematically, introduces the main situation of the company and the customer cooperation mode Type, status of customer service company is analyzed; secondly, design a customer satisfaction questionnaire, please JC the company customer satisfaction evaluation, according to the evaluation results, summarizes and analyses the main problems existing in the company customer service; finally, combined with the status quo analysis and evaluation, put forward customer service improvement strategies, such as improving customer service system, pre-sales identification requirements, the synchronous development of sales, customer service and timely response, and ultimately improve the company's customer service quality, improve customer satisfaction, improve the competitiveness of the company. The purpose of this study from the actual case analysis of JC company, put forward the enterprise manufacturing parts including pre-sales, sale, customer service life cycle customer service concept, to other auto parts enterprises to improve the quality of customer service, improve customer satisfaction, has a certain significance.

【學(xué)位授予單位】：東華大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F426.471;F274

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