發(fā)布時(shí)間：2018-06-07 00:35

  本文選題：RL公司 + 客戶(hù)滿(mǎn)意度　； 參考：《華南理工大學(xué)》2014年碩士論文

【摘要】：隨著中國(guó)經(jīng)濟(jì)在過(guò)去幾年的高速發(fā)展，以及近幾年國(guó)家城鎮(zhèn)化建設(shè)的進(jìn)程，中國(guó)電梯市場(chǎng)仍然呈現(xiàn)快速增長(zhǎng)的需求，中國(guó)已經(jīng)成為全球最大的電梯制造地和銷(xiāo)售國(guó)。來(lái)自日本RL公司對(duì)目前全球電梯市場(chǎng)未來(lái)發(fā)展的預(yù)測(cè)，其中中國(guó)市場(chǎng)未來(lái)幾年的需求量達(dá)到了50萬(wàn)臺(tái)以上，占據(jù)了每年全球電梯市場(chǎng)的60%，具有巨大的發(fā)展?jié)摿Α?然而隨著過(guò)去幾年RL公司在銷(xiāo)售市場(chǎng)上的快速增長(zhǎng)，缺乏對(duì)售后服務(wù)的重視與投入，導(dǎo)致RL公司客戶(hù)滿(mǎn)意度呈逐年下降的趨勢(shì)，特別是WK客戶(hù)滿(mǎn)意度，已經(jīng)影響到RL公司的銷(xiāo)售業(yè)務(wù)，是公司面臨的一次信任危機(jī)。 本論文針對(duì)WK客戶(hù)，制定售后服務(wù)滿(mǎn)意度調(diào)查問(wèn)卷，對(duì)WK客戶(hù)滿(mǎn)意度進(jìn)行調(diào)查，并對(duì)結(jié)果進(jìn)行分析，從而找到影響WK客戶(hù)滿(mǎn)意度的主要原因是服務(wù)外包質(zhì)量控制問(wèn)題、人員技能不足、服務(wù)響應(yīng)效率低的問(wèn)題。針對(duì)上述三個(gè)問(wèn)題，，提出了加強(qiáng)服務(wù)外包質(zhì)量的監(jiān)管措施，通過(guò)對(duì)外包服務(wù)質(zhì)量管理流程的修改，以及對(duì)服務(wù)外包采取績(jī)效管理制度提高服務(wù)外包質(zhì)量。同時(shí)通過(guò)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(cāng)庫(kù)選址問(wèn)題，同時(shí)通過(guò)最低庫(kù)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(guò)對(duì)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(cè)，RL公司客戶(hù)滿(mǎn)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(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類(lèi)號(hào)】：F274;F426.4

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