Study On The Evaluation And Improvement Of Manufacturing Company's Internal Service Quality

After entering the 21st century, the world economy has undergone enormous changes in the business. How to establish a sense of service in the activities of enterprises and enhance their core competitiveness has become the primary task of survival and development in the brutally competitive market.On the reference of recent research papers in the aspects of service quality model,service profit chain theory,satisfaction degree theory and six sigma theory, this paper raises the concept of evaluating and improving internal service quality of manufacturing companies. The main point of internal service fallows: each department and its employees inside company are being treated as internal customers, the relationship among different departments is servicing and being serviced which can make working process stages and each department achieve non-obstacle communication and corporation, and more value for companies can be created finally. Inside company is also a market, therefore, only if internal service quality is improved, employee's satisfaction and honest degree can be improved. Manufacturing company service propensity make this research more significant.On borrowing external service quality evaluation methods, this paper raises internal service quality evaluation model and give some simple statement on its steps. Afterwards, from the angle of qualitative and quantitative, this paper raises some methods and tactics of improving internal service quality by using six sigma theory. This paper also helps companies build up more scientific and more reasonable management model, enter a positive cycle and consistently improve core competence.At last, through a case study on evaluating and detail improving of a company's R&D department internal service quality, this paper raises a new performance evaluation method by using questionnaire research and data analysis.