The Research On Service Management Question And Strategy In Hunan Schlumberger Company

Nowadays china is gradually entering the service economy era. Service factor more and more becomes the focus of competition among business enterprise. The author has ever worked in the service management department in Hunan Schlumberger Telecommunication Equipment Co., Ltd (abbr. HSTE company) for many years and deep known the importance of service management in developing the company. Just because the HSTE company neglected the service management and provided the awful service for customer, the HSTE company lost a lots of customer and got into the predicament of the current management. So the author thorough studies current advanced service management experience and theories, and combine theory with practice, and make use of these advanced service management method to solve current a series of problem of service management in HSTE company.The research foundation of the thesis is two important theories in service management: Service profits chain theory and relation management chain theory. And the research means of the thesis is the combination of investigation by sending round the questionnaire and research on the spot. Through investigating the inner status of service management in enterprise and outer condition of service quality in enterprise, the author analyzes and diagnoses the current problem of service management in HSTE company. In the process of researching, the author designs three complete and scientific questionnaires and brings up a operable way to diagnose service quality apperceived by customer. These can also be used to analyze and diagnose the service management problem by other business enterprise.Finally, basing on the concrete problem of service management in HSTE company, the author studies the whole service management system of HSTE company including company stratagem, business structure, service quality management, inner marketing management and service innovation, and brings up relevant management strategy to improve the service management of HSTE company and increase the level of service quality apperceived by customer. And though summarizing the whole thesis, the author brings up a series of applicability principle to enhance the service management level of enterprise in china.