Based On The JNJ Company Customer Service Management System Design

With the more and more intense Market economy competition, the differentiation between products and the price are small and small in current society. The actual competition no longer as the quotation between the enterprises, it has transferred to the service of the enterprise. An enterprise wish to win between such competitive environments besides add his competitive advantage on the tangible products, they also need to have a high quality service management system. It will help the enterprise gain competitive advantage and also will be a key prerequisite to win the market.This article uses a real case of an enterprise as the objective of analysis and research, from the enterprise’s Service management system internal basic situation, By combining the theory of value chain, service management theory and service value chain theory, to the enterprise present situation analysis, understanding its possible opportunity and its in-depth anatomy, around the enterprise value chain theory to understand further put forward a set based on the value chain of customer service management system design. Based on the customer service management system design, through improving the environment, adjusting the organization structure, shaping corporate culture, enhance service awareness, strengthen enterprise service management method or means, ensure the enterprise service quality standardization and the internal and external customer satisfaction improved, so as to realize the value chain service management system design objectives and principles.Finally, based on the value chain management service system design scheme for the company and the industry as a whole to produce effects are reviewed and summarized, the detailed analysis of system of whole program advantage, practice of the deficiencies, and put forward the related proposal.