Research On The Service Procedure Optimization For Environment Consulting Service Of GL Company Oriented To Customer Satisfaction

Along with the fast economic growth in China,the increasingly prominent environmental pollution problems,and the increasing emphasis of all levels of government on the environmental protection work,the environmental protection industry has been rapidly developed.Any yet,as the important component of environmental protection industry,the environment consulting industry has also obtained considerable development.No matter it is to help the government departments to formulate environmental protection policy,and study the environmental protection standard,or provide environmental evaluation,cleaner production and other relevant consultations,the environment consulting industry is faced with a good development opportunity.Due to historical reasons,many environment consulting service institutions used to reply on or be affiliated to the environmental protection management department,with certain system advantages and market channel advantages,but this has also incurred low service efficiency,and low consumer satisfaction.But in recent years,along with the state's reform for the simplification of administrative approval system,these environment consulting service institutions have been separated from their affiliated government departments,and then reformed,so the original system advantages and market channel advantages have been gradually lost,the market share has also decreased accordingly;besides,the enterprise competitiveness has also started to be weakened;Besides,along with the access threshold for the environment consulting industry being gradually lowered as well as the participation of more and more private environment consulting services institutions,the environment consulting service institutions in the original system have faced a huge change of market environment,so they have to reconsider their own marketing strategies,start to formulate the marketing strategies focused on customer satisfaction,oriented to the market and started with the improvement of service procedures.The research on customer satisfaction theory focused on customers has gradually become mature at abroad,and in China,more and more enterprises also start to accept the theory.Under the precondition of starting from the "procedures" in the 7P service marketing combination strategy,applying the procedure optimization theory,and orienting to the customer satisfaction for the reform of enterprise management structure,the service procedures of the enterprise can be optimized and transformed,and then the service efficiency and the customer satisfaction can be respectively improved and enhanced,and finally,the core market competitiveness of the enterprise can be reinforced.This paper firstly elaborates the customer satisfaction theory,the business procedure optimization theory and the service marketing theory,and then analyzes the current development status about the environment consulting industry in our country,the industrial characteristics and the existing problems,and meanwhile,recognizes,judges and analyzes the problems in the service procedures and the relevant management structures for the Environment Consulting Department of GL Company and reasons of generation through investigation and interview,and then puts forward the necessity and urgency for the Environment Consulting Department to conduct the optimization of service procedures and the reform of management structures,and then emphasizes on studying how to conduct the optimization of service proceduresdiscusses about the service procedure optimization schemes oriented to customersatisfaction,and finally puts forward the measures such as management architecture change and strengthen the construction of team culture to guarantee the implementation of optimization schemes for service procedures.The research and analysis of the paper as well as the suggestions for the improvement of service procedures and the matched management structures can have good reference meaning to improve the current operating state in the Environment Consulting Department of GL Company,improve the service efficiency,and realize customer satisfaction.Moreover,from the perspective of the entire domestic environment consulting industry,this will also have an positive meaning for improving the service efficiency,realizing customer satisfaction,and enhancing the market competitiveness of the enterprise through conducting the optimization of service procedures.