After-sales Service Management: The Sfae Of Case Studies

Pushed by the two factors of growing competition and customers' requirement improving, service is becoming the new competitive point among enterprises, a new day of being guided by service is coming. With the experiences of market competition and management, the enterprises come to realize that the good service can not only obtain the reputation from the customers but also bring more benefits for the enterprises. Therefore, many enterprises have begun to win the customers' trust through good services to obtain the stronger competitive advantages as well as provided best quality products, the competitive services have become to be paid more attention. After-sales service is the most important part of the overall services of a enterprise. Good after-sales service can not only help the company and get into the market, enlarge the market share rate to make good economic benefits for the enterprise, but also make the enterprise get the latest marketing information to impel them improve the products and service through the execution of after-sales service which can make the enterprise always be the leading position in the competition and provide the factors of achieving continuing development strategy for the enterprise. This research takes the SFAE case as an example and to discuss the influence from the estate environment, product characters, market position of the enterprise and enterprise overall strategies on the after-sales system position and after-sales management model from the different views of after-sales service strategy, function and supplying channel. Based on the Initiative Service Strategy of SFAE, it analyzed the process managing, quality managing and logistic managing of after-sales service, and summed up the successful experience on after-sales service system. Combining the Siemens background of the products' fast increase and after-sales service resource shortage, it analyzed the problems of the current after-sales service management, discussed about the possible improving ways and measures. It summed up service recovery measures with the situation of service mistakes, and looked into the applying prospect of information technology on the after-sales service.