Research On The Improvement Of H Company Complaints Management

With the development of market economy in our country,modern enterprises have changed from the past production enterprises to marketing management enterprises,and shifting from traditional quality and price competition to service competition.Complaint management as a very important part of improving customer satisfaction becomes more and more important for the company.Coating as the traditional chemical industry product,is an irreplaceable industrial material.Coating industry in the past 10 years has been rapid development,but in recent years with the increasingly competition,China's coating industry had been changed from the previous production and sale model to the service sale model.Customer Service in the homogenization coating industry becomes more important,and complaints management as the core of customer service is the most important thing.However,the research on complaints management of coating industry is very inadequate.Although most of paint companies have established a certain degree of complaint management process,but there also have some problems in implementation process.The complaint handling could not achieve the desired results.Through studying the existing theories and standards of complaint management and project management,this paper takes the improvement of H Company's complaint management system as an example,combine with my work experiences,analyzes the problems,countermeasures and experiences found in this process.Then we shows the project management theories and complaint management theories combined to guide the company complaint management system improving work.This paper expounds and analyzes the problems of the structure,responsibility,process optimization,human resources and other supports of the project team,and draws the corresponding conclusion.This research on the paper is applicable to most of the traditional functional structure paint manufactures,it has a certain practical significance.