| Since the1980s, China kick off domestic Economic Reform, the domesticeconomy share a rapid growth in the last thirty years, includingmanufacturing industry has also enjoyed a tremendous change, during thetime, China cultivated a large market with great demand for industrialproducts, consequently this market attracted almost all the multinationalenterprises to join and bid their most important chips in this market, China’smarket has become a severely competitive field nowadays. No matter themanufacturing plants established in domestic or from international area, it’smore and more difficult for them to make an advantage on product quality,quantity of talent, IT technology and so on, but excellent after-sales servicewill be a winning point in the market.This thesis analyzes the BO company status, product and aftersalesservice Dept., pointing out the current problems in aftersales service Dept. at first. Moreover, after consulting a number of management literatures, andlearned the basic knowledge of process reengineering, performancemanagement and Balanced Scorecard etc. which is described in thesis as well.Finally confirm the way to solve the service management issues in twomethods: firstly, through workflow design theories to improve serviceprocesses, which not only improves the performance of aftersales servicework, but also increases customer satisfaction; Secondly, bases on theBalanced Scorecard management theory, designing a reasonable performanceappraisal system, continuously improving the work quality of aftersales team,orienting aftersales job can be carried out comply with the company’sstrategic, and to create a learning and development opportunity for servicedepartment stuff.The purpose of this thesis is not only to solve the aftersales servicemanagement problem of BO Company, through the applying the relativetheory in practical work, it is anticipated to find an effective managementapproach for those small-scale factory for their product service. |
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