The Research On The After-sale Service System Design Of Changsha Ding-Ding Baby Company

Since China entered into WTO, Infant and Children enterprises were facing increasingly fierce market competition. With the other countries’brands continue to join in, the Infant and Children market has gradually become an international competitive market. In order to obtain the competitive advantage and foster core competitiveness, enterprises begin to attach great importance to after-sales service work. Through a meticulous investigation and analysis, also research to the after sale service work of Changsha Ding-Ding Baby Company, combined with the company’s actual, upgrade and improve the after-sales service system of the Infant and Children products and training market, hoping to further improve the company’s market competitiveness and profitability, also gradually establish the second and even third value chain, so as to create a good economic benefits and brand benefit for enterprises.Base on customer satisfaction, customer loyalty and customer value theory, this paper reviews related concepts and literatures on after-sale service. Then we analyze these Advantages and weakness of service provision of Changsha Ding-Ding Baby World. Secondly, according to the actual investigation and interview, we discuss the current situation of after sale service of Changsha Ding-Ding Baby World, and analyze existing problems. In order to solve these problems of after sale service system, we give an optimization scheme from the design of organizational structure, internal marketing, service process and customer relationship management, and we also discuss the optimization of after-sale service performance evaluation. Finally, we discuss the possible obstacles of after-sales service system. To ensure the smooth implementation of the new after-sales service system, we propose the solutions.The research results of this paper will have some reference value to strengthen and perfect the after-sales service system of Changsha Ding-Ding Baby Company, also provide some reference methods and some decision for enterprise leader, hope to provide some reference and help to the after-sales service of other Infant and Children enterprises.