Research On Optimized Service Model Of Photovoltaic Manufacturing Enterprises Based On Customer Orientation

Service innovation is a key driving force for manufacturers to inject services.In order to enhance the competitiveness of manufacturing and increase the value-added ability of products,domestic manufacturers are transforming their manufacturing services into "product + service",the demand for integration of services has become particularly urgent.Enterprises have faced various problems and challenges in the serivtization process,failure to resolve these issues in a timely manner will further affect and deteriorat the service performance.In this study,literature collation and analysis are through various researches in the customer orientation and servitization of domestic and foreign manufacturing enterprises.Based on manufacturing servitization,industrial chain and value theory,the writer carries out the analysis of servitization process of photovoltaic manufacturing enterprises,and summarizes the contradictions and difficulties encountered by distributed photovoltaic manufacturing enterprises in customer service and its value-added process,puts forward that in the product development process enterprises are not well prepared for custermer individualized needs,the integration of supply network resources is not high,the differences of levels of the service team affect service level improved,and the customer complaints caused by poor customer feedback in the after-sales process,proposes the introduction of customer participation and service model optimization in the whole process of products manufacturing,especially the process of high level value-added.Through the analysis of the relevant factors affecting the customer orientation level,enterprise service capability evaluation and enterprise service performance evaluation,the relevant evaluation indicators were formulated and weighted by the expert questionnaire s urvey,a customer-oriented service optimization pattern evaluation system has been built.The empirical research is implemented in the context of the application of photovoltaic system control equipment manufacturing and system integrated supply enterprise.Through the service optimization,analysis is base on customer satisfaction survey results before and after the optimization of the service model,and related service performance data.The results show that the improvement of customer orientation has a positive effect on overall satisfaction,and the company's service capabilities and service performance have been improved to a certain extent.The feasibility and effectiveness of the customer-oriented optimization service model has been initially verified,and provides a transformation reference of implementation of the optimized service model for the photovoltage manufacturing enterprise.