Industry Services To Achieve Customer Satisfaction

Nowadays, the time of service economy is coming. Service is affecting every part of our economic lives, and has become the main source of social wealth. Fully developed industry needs more and more industrial services, and also ask critical criteria of service quality. How to fulfil TCS (Total Customer Satisfaction) of industrial customers has caused more attentions. The aim of the thesis is to make studies on the industrial service system that makes customers as the center, and how to improve the service quality by Service Management.The thesis consists of two parts. The first part is about the composition of industrial service system, including 5 chapters: Chapter 1 is the introduction to the whole thesis. It focuses on the research background and purpose. Then the major issues that will be discussed for the study of industrial service system are presented. Chapter 2 analyzes the organization structure of industrial service. Here the philosophy of taking customers as the center is emphasized, and the basic structure of service organizations is illustrated. Chapter 3 illustrates service operation strategies, and chapter 4 is how to use service flow management to reengineer process. Chapter 5 focuses on Customer Relationships Management (CRM) system, which is the important means to provide service. The second part is about the management of service quality that includes 3 chapters: Chapter 1 tells the concept and characters of service quality. Chapter 2 introduces the popular IS09000 system that is used to analyze service quality. Chapter 3 illustrates how to use Service Management to improve the service quality.In the end of the thesis, get the conclusion that if we can provide industrial service by operation of industrial service system, and improve service quality by Service Management, finally we can meet the goal of TCS.