本文通过客户满意度调查,并通过机器销量和工程师人数的对比分析,得出了售后
服务工作中存在的一些问题:服务响应时间问题、备件供应问题、人员素养问题和其他
两个问题。并对问题现状进行了详细描述和分析,从而制定了相应的改善对策。提出了
需要通过增加服务网点、增加人员配备、增加备件库存、拓展釆购渠道、加强员工教育
培训、完善员工激励机制和加强售后服务的收益管理等方法来解决问题。
关键词:印刷机械;售后服务;备件供应;员工培训;激励机制
Abstract
A company is a printing machinery dealer enterprise. It faces the intense market
competition. After-sales service is the key to win in the competition. In the current global
economic downturn background, the manufacturer K company's market focus from Europe
and the United States over to China. A company is one of the two dealers in China of K
Company. Its operating status directly affects the K Company's performance. So improving
A company's management level is all stakeholders' consistent interests. And improving the
service level is undoubtedly one of the important links.
This paper is based on customer satisfaction survey and comparative analysis of sales
volume and engineer number, puts forward some existing problems: service response time
problem, spare parts supply problem,personnel quality problems and other two problems. It
presents a detailed description and analysis and establishes improvement countermeasures.
The countermeasures to solve the problem are as follow: increasing the service network,
increasing manpower, increasing spare parts inventory and expanding procurement channels,
strengthening staff education & training, improving staff incentive mechanism and
strengthening after-sales service returns management.
Keywords: Printing Machinery; After-sales Service; Spare Parts Supply; Staff Training;
Incentive Mechanism
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