Research And Implementation Of After-sale Service Evaluation System For Track Maintenance Machinery

With the rapid development and construction of Chinese railway lines, track maintenance machinery product market competition is becoming increasingly fierce. Track maintenance machinery after-sale service quality plays a very important role in the market competition and in the keeping railway line fine, by using scientific and reasonable method to evaluate the performance of after-sale service, to meet the visual controllability on the after-sale service process of enterprise decision makers, to timely find out the problems of after-sale service and adjust the service management strategy, and then improve the level of after-sale service, enhance the competitiveness of enterprises in the market.This research is in the background of the after-sale service system of large track maintenance machinery, aiming at founding a reasonable after-sale service evaluation system for track maintenance machinery, providing scientific and effective technical support to improve and enhance the after-sale service quality.Firstly, this paper analyses the after-sale service business process and characteristics of ZTYLJX enterprise, refers to the after-sale service evaluation index factor of the traditional machinery,learns from the "Evaluation index of goods after-sale service",and establishes a reference standard of evaluation index system to reflect the after-sale service quality of track maintenance machinery.Secondly, through analyzing the existing evaluation methods, combining with the characteristics of track maintenance machinery after-sale service, using TFN-AHP method and linear weight method to establish the multidimensional evaluation model of track maintenance machinery after-sale service. Pointing at the direct provider of after-sale service—outgoing service personnel, this paper designs a method of combing TFN-AHP method and TOPSIS method to evaluate the service ability of outgoing service personnel.Choosing the scoring method with multi experts and multi indexes, and studying the scoring right of expert, through designing the scoring mechanism of classification and sub authority, to achieve that experts can only score the indicators of their own perception, and not score other indicators, then we can get the more objective index score which reflects the index weight. Through using TFN-AHP method to calculate the index weight, setting the right weight of the expert to the index of the scoring authority, proposing the method of difference weight weighting to integrate the results of multiple experts' weighting result,which makes the result more objective.Finally, basing on the after-sale service system of track maintenance machinery,pointing at the business needs of maintenance machinery multidimensional evaluation and comprehensive evaluation, and the business requirements for service assessment of outgoing service personnel, designing and implementing the system function.