Study On Service Quality Improvement Of B Company

The society has become a service society since21st century. Thepercentage of service industry has exceeded50%of whole GDP in westcountry，and the trend is enhancing. It is not enough for manufactureenterprise to just rely on traditional tangible product management，but alsoneed increase value added of production, decrease decline rate of customerand search for new customer to gain differentiation value and improveenterprise’s market competition. Improving service quality management isimportant method of increasing value added of products, and continuousimproving is the important tool of improving service quality management.This thesis combined theory with practice. On the one hand, focusing oninnovative of theory, on the other hand, focusing on exercisable of practice.First, it analyzed the status of service quality for manufacture enterprise andintroduced concept, theories and principle of service quality. Second, it re-setup a service quality management system based on problem of service qualityof B company. Framework of service quality management was made up ofstrategic layer, structural layer, functional layer and implementation layer.Product system was built up by project management process. Third, it gaveexamples and suggestions for service process quality management bycontinuous improvement, including service quality planning, service quality control, service quality improvement, service quality assurance and servicerecovery.The study on service quality improvement of B company will bereference for medium and small sized manufacturing enterprises to improveservice quality management．...