In The Instrument's Technical Services Business Operating Models

In a Knowledge-Economy era, the proportion of service industry is getting larger and larger. More and more manufacturers are becoming the service provider. The after-sale service has already become a very important competitive method to launch differentiated competition among manufactures. A specialized technical service provider, China National Instruments Import and Export (Group) Corp. (INSTRIMPEX) is dedicated to product post-sale service business for foreign manufacturers. After China entered into WTO, the internal and external environment has changed a lot. Nowadays opportunities coexist with crises. This article is focused on how to utilize modern management technology in the technical service industry so that provides better services to foreign manufacturers and maintains sustainable competitive advantages. China has such idioms: "Prepare grain and fodder in advance before soldiers and horses move.", "Even a clever housewife cannot cook a meal without rice."Spare parts for maintenance are the crucial component of after-sale service business. The well-managed status of the maintenance spare parts warehouse is the key to guarantee the technical service quality. Based on the operations of a INSTRIMPEX subsidiary company specialized in technical service, the article studies actual application of stock management theories addressing to the following aspects: -To apply A-B-C Stock Sorting Approach to management of maintenance spare parts warehouse. -To utilize Economic Order Quantity (EOQ) Model to minimize stock cost. -To design Safety Stock to guarantee high degree satisfaction of the customers in post-sale service sector. The "Quality Management System"is a product of new concepts of modern quality control. This article attempts to study systematically and profoundly the quality management system in terms of the history of quality management, the concept and basic theories of quality management system, service management evaluation, and etc. with an emphasis on the application of the quality management system in technical service industry. It also provides detailed analyses by quoting a large number of actual cases to show how to construct quality management system for post-sale service business.