T (china) Health Care System After-sales Service Research

The customers are the most important successful factors and source of profit to enterprises. With the products' consubstantial tendency and the change of the market promotion environment, people make the cognition of customer value deeper and deeper. The promotions of manufacture are transferred from the core as products to it as customer. The promotion objective is made the maximal customer satisfaction by manufactures. Yet service becomes the manufactures' trumps of making customer satisfied and loyal, and it is promoting the customer satisfaction index and loyalty index that can increase the main competition as an important method.As a special topic study, the aim of this thesis is to observe and study the successful section and improving points of T company medical system with service promotion theory, and summarizing the experience and making solutions.According to the present medical system reform background, with the working experience of author's for years in T company service, make T company service as the study object and apply the promotion theory and service promotion theory to it, the thesis particularly analyzed the details of T company, making the experience and finding out some defaults and problems. The T company details as follows: the current of T company medical system, the content of service, the current service business project, the service market, competition strategy and competitor strategy, and the service process: 800 call center, the remote diagnosis and remote service, field service, the storage and management of parts and tools, the customer satisfaction survey and customer complaint management. Meanwhile, according to the present conditions of the medical system reform of China and the operation problems in T company medical system, the thesis delivers some points of solutions in order to enhance the customer satisfaction index and loyalty index, to increase competition capability, and to make the company and customer double winning and patients advantages as well as the better service for people.Due to the service is the product which customers and employees implement synchronously, this thesis points out the significance and necessity of the internal employees promotion in company for obtaining competition superiority of company service promotion.The conclusions in the thesis are also suitable for other medical equipment companies to make service promotion strategy, to increase customer loyalty and to enhance competition capability and medical reform of China.