The Research On Service Management Of Dongfeng Cummins Co. Ltd

Service management is research for how to deal with the aftermarket service, but aftermarket service is not only resolve customer complain, is very important for the company's long-term development, aftermarket service is the last chance to retrieve customer trust; the second aftermarket service is very important to help increase the market distribution; aftermarket include huge profit. Along the Market compete is more and more vehemence, DCEC need deep research the characteristic of the after service to face the opportunity and challenge, surround the object"improve service efficiency"to optimize the service system,management flow and the efficiency, continuance strengthen service brand, develop service brand intension, agglomerate customer trust, cultivate customer loyalty, finally develop the new service management mode to suit company's request.Text do the research depend on the company's characteristic and actuality, generalize discuss the affect factor for the service management in DCEC especially discuss the five factor"people","equipment","resource","measure","environment", at the same time from the company's inside and the outside use the SWOT model analysis the service manage actuality,market compete environment,challenge and opportunity,. Analysis the research database find the shortage and the problem in the DCEC service manage process, find the improvement way, finally do the research to constitute the pertinence strategy project help the company improve the service management, suit the company's future develop strategy request, finally help company achieve the stratagem objective.