Research On The Improvement Of After-sales Service Of X Enterprise

Since the reform and opening-up in China from the 1980 s,the domestic economy continuous high-speed growth of more than 30 years,the manufacturing industry has changed dramatically,As countries increasing demand for aviation weaponry,the output value of the enterprise is Increased year by year,especially the Aviation military enterprise.Facing such a huge and attractive market,some powerful private enterprises already eyeing up.With the deepening of the socialist market economic system,China's military enterprise long-term use of planned economy,the extensive mode of production organization and management mode has restricted the improvement of the management ability of the military enterprise,making the production efficiency of the enterprise、the quality of the product and service to a certain extent,lag behind the foreign advanced enterprise and even more powerful domestic private enterprises.Entering the 21 st century,influenced by domestic and international situation,the development of the industry on the fast track in our country,the construction lags behind the army reform and market need after-sales service work has become one of the important factors that restrict military enterprise continuous development.On October 18,2017,the 19 th congress of the communist party of China(CPC)was successfully held in Beijing,and the general office of the state council issued a clear guidance on the introduction of social capital to participate in the reform of the shareholding system of military enterprises,how to promote the development of the depth of the civil-military integration of science and technology and industry for national defense,how to further expand the military market openness,as well as the development and production of military units of access and exit mechanism issued a clear guidance,this means that the state-owned military enterprise must constantly adjust the strategy,expand their production capacity,to strengthen research and development ability and improve management,to take more share in the good market environment,to find foothold in the competitive market of military products.Military enterprise wants to survive in the increasingly fierce competition and development,will need to do a good job of after-sales service enterprises,take the customer as the center,establish an effective after-sales service process and system,from the service level continuously enhance the competitiveness of the enterprises,improve customer satisfaction and loyalty,can be in an impregnable position in the fierce competition.Any successful enterprise will experience a process of continuous expansion and expanding from small to large,military industrial enterprises in our country is no exception.Obviously,healthy and steady development cannot leave the enterprise value chain of the factors influence each other and work together,also cannot leave the enterprise strategy and enterprise culture influence each other.However,with the intensification of competition,the application of information technology and Internet technology,and within the same industry enterprises in technology research and development,production scale,enterprise management,product quality,personnel quality,etc of close to,can provide professional products,excellent after-sales service has become our country state-owned aviation manufacturing enterprises to win in the market,the most effective tools for military enterprise service quality also became the host units and military choose cell,one of the important yardstick of purchasing equipment considerations.For competition in the industry have the same professional companies,with limited manpower and resources,to make the product after-sales service and technical support work,is the enterprise can continue to consolidate market position and win the product orders,thus expanding the top priority.This article takes the X enterprise of the air military industry as an example.First,it introduce the general situation of X enterprise、its business scope、the status quo of after-sales service department、main customers and their characteristics,then introduces and analyzes the characteristics of after-sales service of state-owned aviation industry enterprises,and points out the existing problems and shortcomings in the service of the enterprise.Secondly,through consulting a large number of books and literature on enterprise management,elaborated the after-sales service theory from the following three aspects: after-sales service 、 customer relationship management、and service support spare parts.At the same time,focused on learning the hierarchy of needs theory,and enterprises.The theoretical knowledge of process reengineering,process improvement,balanced scorecards,etc.,explored ideas and methods for solving the problems existing in the after-sales service of X enterprise.finally confirmed the measures to improve X enterprise service:One is to improve and perfect the after-sales service process of X enterprises,which not only improve the efficiency of the after-sales service work,and also improve the customer satisfaction of the enterprise;Second is to adopt the performance assessment method of the balanced scorecard management thoughts to design a reasonable performance appraisal system,improve after-sales service team work level,and under the strategic direction of enterprise to carry out the after-sale service work,to create a learning and development space,let the customer service staff enjoys growing opportunities.At the same time,let the service concept of “customer demand as the guidance,take customer satisfaction as the goal”throughout the enterprise culture,knowledge management will be continuously applied to practice,continuously improving the quality of the after-sales service and the service efficiency,promote enterprise's core competitiveness,to serve the national defense modernization construction of our country.The purpose of this article is to solve the problem of X enterprise after-sales service work,improve customer satisfaction of products and services,enhance the market competitiveness of the enterprise,at the same time hope to get after theory combined with the actual practice of experience,for the same industry and similar scale enterprises,the management of the similar problems in improving after-sales service,to be able to play the significance of reference value.