Improving The Post-Sale Technical Service Of Chip Factory

With the development of technology and economy, the competition among companies has gradually changed from products competition to products and services competition. More and more companies started to pay attention to post-sale technical service. Technical service with good qualify can provide customers professional technical solutions. At the same time, companies can get customer feedback through technical service. Professional technical service is considered as an important part of the corporate image.A is a chip company which focus on design and manufacturing. A played a dominant role in semiconductor industry. Recently, with the rapid developing of mobile semiconductor device, the smart phones and other mobile devices shared the market of the conventional chips. At the same time, some emerging rivals joined in the traditional chip competition. A company got big challenges from both internal and external to keep its market share. To keep invincible in the market, A should not only provide customers with high-quality products, but also satisfactory service.A spent a lot of manpower and resources for the post-sale technical service. However, due to the rigid mode, the imperfect feedback system, poor service localization, A is not able to meet the growing customer demand. It results in a decline in customer satisfaction. The thesis starts from the analysis of A’s post-sale technical service, and make comments on the operation mode of A’s customer quality system and technical support system. On the basis, the thesis uses case study to perform research on the process of post-sale technical service and pointed out its inadequacies. It suggested to provide customer service base on needs, setup quality feedback system, strengthen customer training and service localization to improve the technical service. The thesis tried to convert the service mode from "product based" to "customer based" service. It is suggested to improve product quality through the analysis of customer feedback and achieve win-win. The Chinese semiconductor industry is still in the initial stage, and the Chinese company is not good at post-sale service. The author did research on A’s post-sale technical service, listed out the issues, performed systematic analysis of the background and the causes of these issues, and proposed improvements. The research would help A to keep continuous improvement in customer service in the competitive environment. The thesis also provided a reference for the development of the domestic semiconductor companies.