The Study Of Sony After-Sales Service Improvement

Sony (China) Ltd. Co. mainly sales the different kinds of AV and IT products in consumer and broadcast professional field. In this field, with the development in science and technology everyday, the competition become more and more intensely, and the product produced from different companies become more and more alike, and of course the requirement about after service become higher and higher. Second, as it's easily to reflect the difference between companies by after service while it's difficult to copy the after service, so many companies regard after service as an important competition weapon. The third, with the competitions become more and more intensely, the sale profit become lower and lower. How to save the after service cost and how to offer the customer unique service to get the new profit become what many companies are working for.At first Sony Company's products and sales network are outlined in this thesis. According to 6Ps from Philip Kotler's sales and marketing theory, the main problems in Sony after service is studied. Then all problems are analyzed and solved in this thesis: First, based on SWOT analysis method the competitor and the environment are analyzed. From the demand of customer, Sony service network, which is based on different products, should be re-constructed. So Sony service network can be optimized, service cost can be reduced, competitive ability can be enhanced, and more convenient service can be offered to customers. Second, with the implementation of customer service management, reception skill improvement and repair management enhancement by 6 sigma, the customer can be offered fast and high quality service with good manners. And in order to improve the service level in Sony whole service network, the service management contest is very necessary. Besides, 5S activity, after e-service, repair parts supply chain improvement, repairer job arrangement by queuing model, service business, all these methods are helpful to improve efficiency, further reduces the service cost, offer the customer a convenient service with a reasonable price, satisfy the customer potential need, improve the customer satisfaction, create the service profit and strengthen the competitive power. Last, according to the theory (There are 5 misunderstandings may caused service...