Study On KPI System Of N Company After-sale Service Technicians

N company has focused heavily on the market expansion for the past decade.Although the quantity of the service technicians of the service department is increasing,the management to them doesn't adjust accordingly.In this case,it depends on increasing the quantity of the service technicians to meet the after-sales service demands instead of the effective management,which causes the low efficiency of the service technicians and the low satisfactions of the customers.The core of this paper is to design the KPI system of N company after-sales service technicians,which includes five chapters as introduction,the status quo and problems of the performance evaluation of them,the KPI system design of them,the safeguard measures of the KPI system as well as the conclusion and expectation.Based on the analysis of the current problems in the performance evaluation to the service technicians and the N company's strategic objectives,the paper analyzes the critical successful factors of N company,N company service department as well as the N company after-sale service technicians step by step through the interviews with the management and the service technicians and sorts out the KPI indicators from the critical successful factors of the service technicians.This paper uses the expert consultation and brainstorming method to assign the indicators' weight and preliminary lists out the evaluation criteria.This paper proposes three aspects of safeguard measures on organization,culture as well as office management system to ensure the successful implementation of the KPI system.This paper expects to continuously improve the performance management of the service technicians and provokes the high-level management to carry out the delicacy performance management of other departments to finally realize the lean management of N company.