Research On The Improvement Of S Company's Customized Household Service Management

With the development of intelligent and flexible manufacturing,the degree of product homogenization is getting higher and higher.The traditional large-scale manufacturing of finished products for home furnishing has been unable to meet the personalized needs of market customers.Customization of home furnishing products according to customer needs has become a growth point for the transformation and upgrading of home furnishing manufacturing industry.The custom home furnishing company S began to lay out the custom home cabinet category in 2003.It has grown up with the rise of the custom wave and became a member of the first line of custom home furnishing.With the economic slowdown in 2018 and 2019,industry competition is becoming increasingly fierce.First-,second-,and third-tier brands have entered a stage of fierce price competition.In order to cope with the fierce market competition and price competition,combined with the characteristics of long custom home long service cycle,and many links,standardization and differentiated services from other brands have become increasingly influential in the custom industry.This article uses questionnaires and telephone calls to survey customers who purchased S company products in the past year,and customers who have paid a deposit and did not choose S company products,and sort out the current customer concerns and pain points in custom home furnishing.What customers do not pay attention to.In order to solve the problem more accurately,this article analyzes the political and economic environment and industry environment of S Company,analyzes the company's own development process,current service management status and existing problems,from the promotion of the external environment and the matching of internal capabilities,Competition and threats from cross-border opponents.Based on the analysis of the survey results,the company's service status is analyzed,and it is found that the current problems of S company's service management mainly include the nonstandard customer service evaluation system,the dealer service evaluation is not comprehensive,and the customer service assessment management is not in place.The reasons are mainly The company's management customer service awareness is weak,the company's customer service system is not perfect,and internal staff service capabilities must be improved.Through analysis of S company's service management,referring to the ideas and practices of enterprise customer service management,it proposes improvement measures to S company's problems in service management: build a customer-centric service evaluation system,unify the outline of customer service requirements,and establish Customer service quality evaluation;improve dealer service management oriented to supply chain performance,strengthen supply chain performance evaluation guidance,improve dealer service quality indicators;promote the informatization of customer service assessment management platform,strengthen dealer service management assessment(CSI assessment),Strengthen the internal assessment of the S company(dealer service index-DSI assessment),build an information service quality management feedback system(CSI,DSI);comprehensively improve the construction of customer service capabilities in the new era,strengthen customer service management concepts,and standardize customer service Management system to improve the service quality of employees.This article hopes that S company will maintain its leading position in the industry through the improvement and improvement of service management,and gradually make service one of the core competitiveness of the enterprise,and maintain healthy,stable and continuous growth and development,as the same distribution system 3.Service management improvement of customized product manufacturing companies with long service processes provides reference and inspiration.