Research On Optimization Of After-sales Service Process Of Y Company Based On Service Blueprint

As a big country of wind energy,China surpassed the United States and ranked first in the world for the first time in 2010 with a cumulative installed wind power capacity of about 41,827,000 kw,that's a 62 percent growth compared with 2009.According to the researching report of State Grid,by2020,the power grid will absorb 150 million kilowatts of wind power.With the slowdown of wind power market growth and the reduction of wind power subsidies,the new installed capacity of wind power decreased in 2016-2017.In2018,the new grid-connected capacity increased by 37% compared with the same period in 2017,and the installed capacity of wind power recovered.As the new installed capacity tends to be stable,for Y company,whose main business is the production of wind machine,it has been put on the agenda to optimize the after-sales service process,improve the after-sales service quality and develop a new after-sales market to meet customers' needs.According to the investigation,the problems of after-sales service involve front-end and back-end services,so it is more suitable to adopt service blueprint tool for process optimization and quality improvement.Service blueprint is an effective tool for service design and service improvement.By analyzing the complaint data,we extracted the customer complaints from thecomplaint work order,interviewed a number of internal managers and on-site service person,conducted customer seminars and customer demand questionnaire survey,and fully understood the problems in the after-sales service business process.Dividing the after-sales service business into 15 service scenarios,and build service blueprint details respectively.Analyzing the key points in the blueprint,find the problems in the after-sales service process,and put forward targeted Suggestions for service improvement.The main problems in the process of after-sale service include: support of information technology for the process of after-sale service is insufficient,management of the process of after-sale service is disordered,and many nodes in the process of after-sale service.are redundant.Then,through the service blueprint,Y company takes customer demand as the center,carries out after-sales service process through split and analysis,optimizes each key point and key link,and fix service process.Finally,establish after-sales service information management system,big data processing center and remote monitoring center to strengthen data analysis and processing capacityThe satisfaction index system is established by combining service blueprint and quality control theory.Designing customer service quality control system.Control charts are used to monitor service processes and quality of service,and service blueprints are used to trace service quality issues.The empirical study shows that the service quality control system based on the service blueprint can effectively detect service quality anomalies and trace the responsible departments.Finally,the implementation of the process is ensured by strengthening the performance assessment of after-sales service personnel and improving the supply of spare parts.