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Shanghai Automotive Industry Sales Corporation Customer Satisfaction Study Of The Early Warning System

Posted on:2003-09-22Degree:MasterType:Thesis
Country:ChinaCandidate:W Y WuFull Text:PDF
GTID:2206360062476476Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
With the fierce competition and economic globalization, every enterprise has pursue total customer satisfaction. In light of it, this paper studies and discusses the feasibility that enterprise should setup the precautionary system of customer satisfaction in order to promote customer satisfaction degree.Connected with the example of SAISC, develop the studies from three aspects. First, it should be defined that the theory of CSAS(customer satisfaction alarm system) is based on the relation between demisable profit and customer satisfaction. The central theory is 4C theory in marketing, and the implementary theory for improving customer satisfaction system is BPR(business process reengineermg),which are both used to change satisfaction. Second, to establish customer satisfaction alarm supposes that they should establish exercisabie management patterns of, CSAS which can be divided intofive sub-system------imestrgation, analysis, precaution, improvement and evaluation.Including detailed process, exercisabie programms and correlation documents. Third to eastablish corporation culture pursuing total customer satisfaction , and control the whole process quality based on CSAS to realize the quality framework whose core is customer satisfaction. And we should insist on advancing customer satisfaction by real-time monitoring CSAS and improving service qualities or standards to realize customer royalty form total customer satisfaction.
Keywords/Search Tags:4c theory, customer satisfaction, BPR(business process reengineering), CSAS(customer satisfaction alarm system)
PDF Full Text Request
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