The Research On Service Management Innovation Of Beijing Tobacco Company

The domestic tobacco industry has gained unprecedented progress after our country’s accession to WTO. The tobacco tax increases year by year and has already accounted for one tenth of the national economy. The tobacco business network spreads across the cities, districts and counties of the country. With the intervention of foreign tobacco companies and the influence of tobacco control organizations, the market competition is increasingly fiercer. Under such a circumstance, tobacco industry must take how to reform and develop in competition into consideration so as to maintain stable and healthy development and create more revenue for the nation. Compared with group operation mode of foreign tobacco companies, domestic tobacco companies still implement the system of state’s monopolistic sales over the tobacco industry whereby the state sets policy barrier for the access to this industry, strictly regulates and controls the tobacco industry from tobacco planting and the purchase of the production equipment to the production and sales of tobacco. It is because of this kind of dependent state-owned nature that the bureaucracy is deep-seated in the business, and tobacco enterprises do not put the service thinking into practice, while as for a great number of retailer terminals who can achieve the tobacco value most, the planned allocation could not meet the real needs of market and retail clients, causing the unbalance between tobacco supply and client demand. With such a system, tobacco enterprises, the nature of which is service, gradually start to explore new concepts, new management, and new operation modes and put the client-oriented service philosophy into the practice of management and operation step by step after experiencing years’operation practice and facing the pressure of internal and external environments. As a tobacco business enterprise, it must be based on training on its own capacity and take the optimization of its own service system and the improvement of the service quality and client demistability value as fundamental to improve its economic interest and make due contribution to our national interest and the customer benefit.In 2013, as a member of the more than 100 commercial enterprises of tobacco, tobacco companies in Beijing, by following the basic principles and strategic tasks of "upper level cigarettes" put forward by the State Tobacco Bureau, focusing on the cultivation of "532,461" brand, and taking "emphasis on foundation, adjustment of structure, strict management, promotion of standardization, and enhancement of quality" as the main line, made every effort to realize the business indicators, and achieved both the yearly taxation of profit of 4.925 billion yuan, a year-o-year growth of 11.27%, and the profit of 2.933 billion yuan, a year-on-year growth of 11.63%, which was a great achievement under such a background that our country was suffering the economic downturn. However, the achievement has become the past. Longstanding problems still cannot be ignored, such as the not-so-good service reputation of tobacco companies in Beijing in its field, the disharmonious relationship with the clients, the shortage of elaboration in terminal construction, the to-be-improved information construction, the low satisfaction of retail client, and the relatively weak staff quality. As the window enterprises in the Capital, they should play the exemplary role. Therefore, starting from the industry service management, this article will analyze the problems emerging in advancing the reform process under the present system of Beijing tobacco companies, try to apply the "service management theory", explore the service management innovation strategy based on service marketing, and gradually establish enterprise management framework as the service management concept that runs through the system.