Study On The Customer Satisfaction Evaluation & Improvement For Zyme Industry Co., Ltd

As stipulated in the ISO9000: 2000 Quality Management System standard, the measurement and monitoring of customer satisfaction is one of the measurements of the performance of an enterprise's quality management system.By customer satisfaction evaluation,it can urge the enterprise to implement the ISO9000:2000 standard well and take the effective correction measures to improve the quality management system,so as to enhance its validity unceasingly ;can assist the enterprise to obtain promptly the cause of the customer's dissatisfaction and analyze the potential demand of the customers,so as to impel powerfully the improvement and innovation of the enterprise's product quality and service;can help the enterprise to find out its own competitive strengths and weakness in the current market,to allocate the enterprise resources efficiently and invest pertinently and validly,so as to attain more profit returns;can guide the enterprise to establish its business strategy, enterprise culture, employee team and innovation mechanism based on the objective of promoting the customer satisfaction,so as to strengthen greatly its adaptiveness and strain capacity in market competition and increase its competitive power in various aspects;can help the enterprise staffs to understand fully customer's demand and the expectation so as to improve their service awareness,customer awareness,market idea and responsibility sense.However,the customer satisfaction evaluation for Zyme Industry co., Ltd could not produce the complete information and positive effects mentioned above since the company implemented the ISO9000 QMS because the setting of evaluation object is not systematically or comprehensively enough, as well as the lack of measure methods.The article,on the basis of the related theories and researches on customer satisfaction,firstly described the present situation of the customer satisfaction management and evaluation in the company and pointed out the main problems in the course of customer satisfaction evaluation;secondly established the new evaluation method and the evaluation system on customer satisfaction,and measured the degree of customer satisfaction on the company in the year of 2007 by the method of Fuzzy Comprehensive Evaluation;finally,according to the measurement result,proposed further the corresponding countermeasures and specific improvement measures,with a view to strengthening its comprehensive competitive ability continuously.