Construction Of Customer Satisfaction System Of Qingdao Canson Group

With the economy of world becoming united and productivity improving, world market is becoming a buyer' s market. Under the keen market competition, companies need to transfer its attention to customer satisfaction from only product. Company should consider customer' s need and help them solving problem faced by them, prioritize their needs and satisfaction, continously give customer satisfactory service. Setting up customer satisfaction system can increases customer satisfaction within and outside company. It is a key way to keep market share and make their brand famous.Through analyzing a French invested company' s customer management, its operation and according to present theory about customer satisfaction, this thesis indicates some of problems faced by Qingdao Canson in the field of partner, supply chain, cash flower and information flow. These problems easily cause company losing customers. On the other hand, in order to comply with marketing changes and promote company development, this thesis expatiates the necessity and importance. Within constructing plan, analyzes it customer structure, cooperation strategy with dealer, how to optimize supply chain, cash flow and information flow, how to gain objectively real customer satisfaction by measuring tool. Within strategy of construction, thesis indicates staff must keep the same opinion about customer priority, and make enterprise becoming customer oriented company. If there is not united customer serving concept, company will waste more time while constructing customer satisfaction system. Thesis advises company organize forum and training class in order to unify staff s opinion about customer satisfaction. In order to construct customer satisfaction more efficiently, cooperation of different department and high level leader' s active participation are very important. Customer satisfaction system is a very complex system relating to every section of company. It is impossible to construct this system without cooperation of different department and high level leader' s participation. On the other hand, thesis analyzes ISO quality management system and ERP system are same important for improving efficiency and increasing customer satisfaction.This thesis integrates opinion of total customer satisfaction management, quality management system, ERP system, and cooperation of different department when it expatiate the process of construction of customer satisfaction system. It advises company must choose good service consultant, design questionnaire that can motivate customer to reply, pay close attention to customer' s feeling and complement PDCA process. The conclusion of this thesis is not only meaningful in theory, but also applicable. It can give guide to companies which hope to set up customer satisfaction system.