The Analysis Of OTIS Company Based On The Theory Of Customer Recommendation And Customer Reservation

With the rapid economical development and keen competition, people got much more attention on how to increase the customer value and put customer core position. Then service became the key point to increase the customer value and put customer core position. Especially to service firm, it is the key that how to remediate the failure had happened.it is the right way to maintain exist and gain the lost customer that treat the customer complain, choose the right remediation method and create the rapid response system.Recent several years Chinese demand to elevator related product grew more than 20% which will also maintain a long period. With the rapid development of elevator manufacturing firm and the market enlarge gradually,the service of lift service firm will be flourishing as never before OTIS (S is for short in the following words) company as a traditional elevator manufacturing firm,it is burning question that how to make use of strength to maintain the customer and achieve competitive excellence in increasing keen competition of lift maintenance service.The thesis based on commonly analysis method of manufacturing firm, after studying Service remediation, customer reservation system, customer satisfactory and loyalty system, integrating S company practice, used PEST SWOT and other methods to analyze internal and external market environment of S company service management and indicated the main problem. Finally it constructed strategy of service remediation and customer reservation.The thesis indicated how to establish excellent service notion, the management tools of customer lost analysis and sales, hardness strategy that completing the database of customer management and softness strategy that using special technical and spare parts system to restrict customer lost the thesis also explained method to carry out,such as IC system and improving the internal service management gradually.The thesis include six parts. The first part is the exordium. The second part expatiate the theory review. The third part is the environment analysis of the S company. The fourth part is the choice of the service remediation and Customer reservation in S company. The fifth part is the implementation of the service remediation and Customer reservation in S company. The last part is the conclusion.