| Since the conception "satisfaction for customer" set forth by Cardozo in 1965, it has already been widely adopted by more and more enterprises. Most of the enterprises consider it as a strategy related with their survival and development. SAIC attaches great importance to the "satisfaction for customer", it is taken as the life project of the corporations. It has become the "NO.l project" amongst the "Four Key projects" in the group. In order to promote the further development of the satisfaction for customer project, this research for the "satisfaction for customer project system" is carried out from the connotation, regulations, and measures of improving. The author has collected overall materials for the theory of satisfaction for customer, the project of satisfaction for customer, assessment of satisfaction for customer, internal stimulation, and done lots of analyses for them. Absorbing the experience of TOYOTA, MERCEDES-BENZ, DPCA, those in the automobile industry, and drawing the lessons of HAIER—not in the automobile industry, we have taken part in the design and draft for the assessment criterion of satisfaction for customer timely, and put forward an relatively overall system for that criterion which has been accepted by the Marketing department of SAIC. During the research, thanks to the cooperation by the Marketing department of SAIC, the author visited the SAISC, SWVSC, SHANGHAI GM, and SAIC's other subsidiaries and departments, collecting plenty of related materials and getting further understanding of the satisfaction for customer project. Combined with the group's current situation, and based on our theory research and satisfaction for customer projects in other companies, the suggestions for the satisfaction for customer project have been brought out.Many creative discoveries and achievements come out in our research as following:1. Through the study of theory of the satisfaction for customer as well as the related theories, we have acquired the essence of the satisfaction for customer in the deep-going summary.2. Through the analysis of the materials of the satisfaction for customer and the apply of the principle of the management, the author has concluded the connotation of the satisfaction for customer project, and set up the system frame of the satisfaction for customer.3. Studying the external standard of TOYOTA, MERCEDES— BENZ, DPCA, and HAIER, we have give SAIC some corresponding enlightenments.4. Based on the research in the mode of European Organization for Quality, our group put forward the frame mode of assessment of the satisfaction for customer, as well as 9 first-grade assessing indexes and their subordinate indexes.5. With regards to the guiding thoughts about how to further deepen the satisfaction for customer, it is essential to use the GAP mode as the analyses tool. As a result, it will improve the conscience of satisfaction for customer o f analyzing the gap in service quality amongst the staff, and help the staff set an aiming idea to compete, study, chase, surpass in and outside the group.6. The author has set forth suggestions such as criterion system for promoting the managing and assessing system for satisfaction for customer, enhancing overall conscience, widely absorbing excellent ideas for quality control, stimulating the deepening of the satisfaction for customer project. Besides, It is really creative for us to come up with the ideas, four whole criterion for satisfaction—surveying the degree of costumers' satisfaction in the buying place, at the 5,000km or 10,000km of running distance of new autos, in the first paid maintenance, as well as the degree of faithfulness to SAIC when costumers change new autos.7. The author have proposed that applying the thought of managing in movement, SAIC should form the hard systematical foundation, and construct the s oft c ircumstances for t he c ostumers' s atisfaction c ulture. With reference to the implementation measures, we advice that SAIC should consult with costumers through various channels,...
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