The Research Of The Influence Factor Of Technical Service Quality Under The Background Of PLM

This paper is about the research of technical service quality influence factors of the a telecommunications equipment supplier's technical services department, based on the PLM (Product Lifecycle Management) of the enterprise management system mode.In China, Telecommunications equipment manufacturing industry has developed rapidly at present, which management method is advanced and scientific, the market outlook is promising, with certain scientific and technological content. Product lifecycle management (PLM) in the industrial field has been vigorously promoted and the fastest growing IT application systems in recent years. Technical service quality measurement is a hot issue in management studies. This paper fully connects to these three together, both in theory and practice is fully elaborated.This paper is from the perspective of internal technical service engineers who carried out external service quality evaluation. Technical service engineers of telecommunication equipment manufacturing are the empirical object. This paper references on the quality of service gap analysis model raised by Parasuraman, Zeithaml and Berry (PZB,1985). According to this paper's research needs, we establish the telecommunication equipment manufacturing enterprise technical service quality research model. And on this basis, according to the specific research needs, we design interview program, conduct interviews, design questionnaires, and do an effective survey, using SPSS statistical software to complete the empirical research and analysis. Finally, on the basis of the above studies, we conduct a further detailed analysis and interpretation on the factors that affect the quality of technical service.The main findings of this study are as follows:1st, under the background of the PLM, the technical quality of service factors can be divided by the eight factor,such as the level of knowledge, service capabilities, customer acceptance, customer expectations, management support. employee response, target identification, target to achieve. This study involves two parts, affecting factors and evaluation results, customer expectations and perception, recognition belongs to evaluation results, staff quality and internal cognitive and external communication are factors that affect the evaluation results.2nd, people of different characteristics can affect employee service capacity and effectiveness, but customers can not be clearly defined. Staff quality and cognition and recognition about enterprise management system will have some effects on the external customer's cognition and recognition.The cognition and recognition of enterprise customers will be affected in the opposite direction to the customer expectation;3rd, demographic variables in the enterprise technology service quality factors on the performance of the various dimensions of significant differences as follows:factor of academic qualifications only affect these two factors,the level of knowledge and objectives of the identity.Age factor only affect these two factors,the level of knowledge and management support. The time factor contacting with communications equipment have only significant differences in the achievement of objectives.