Multi-level Customer Service System Design Of B Company

With the rapid development of industrial enterprises, domestic and foreignenterprises face increasingly fierce competition in the market, they had launched acompetition in the core technology, process management, research and development ofnew projects, lean production and other fields. However, the benefits of enterpriseproducts and technical advantages are difficult to maintain, technology andproduct-focused changed into service-focused, so providing customers withcomprehensive, high-quality service is elevated to a strategic level.For more technical products produced by the high-tech enterprises, the traditionalsingle-level service is difficult to meet the complex technical demands of customersencountered and proposed to put forward higher requirements for quality of service. Toestablish the service system of B Company, for example, high-tech manufacturingenterprises originally accepted orders based model, but with market growth, problemsupgrading, technical requirements continue to increase, the market made an urgentdemand of specialized technical services.This thesis uses the modern theory today for changes in service needs and servicerequirements increased for Systems Analysis method as the theoretical basis, the basis forthe design to the actual situation, to build a multi-level service system suitably for highlytechnical products, based on the second-level manufacturers service department,customer-facing first-level service sector-based, expert-level research and developmentstaff line services to support the multi-level customer service system. During Programbuild process, to further improve the multi-level service system objectives, functions,structures and mechanisms, and play a certain reference for the high-tech enterprises onsystem building.