Research On After-sales Service Strategy Of Auma Tianjin Based On Customer Satisfaction

Electric actuator is used to operate valves and dampers in automation plant for controlling process parameters such as flow,temperature and pressure,it is massively applied in many industries like power,chemical engineering,metallurgy,building materials and water treatment.Foreign electric actuator manufacturer had a great role on leading and improving China's electric actuator development in history.After development for decades,domestic electric actuators have a very small gap with foreign brands in aspects like product features,product quality and productivity,foreign makers are very hard to achieve advantages just by product itself.For the past few years,high pollution and high power-consumed industries are curbed by government,many new projects are stopped or postponed.In order to survive in the market,actuator makers carried out intense competition not only in product,price but also marketing and service,more and more electric actuator makers consider enhancing after sales service capability and improving customer's satisfaction will be the key factor for company's nuclear competition.Based on Auma Tianjin Company as the background,this paper attempts to illustrate the contents of after sales service in electric actuator industry and analyze its specialty,meanwhile introduce the service system of Auma Tianjin Company.In order to find out the deficiency in Auma Tianjin's after sales service,this thesis proceed a survey on customer's satisfaction on Auma Tianjin Company's after sales service in the form of questionnaire investigation(external).In order to know the root reason for bad performance in after sales service,interviews are conducted to all service engineers to know their comments and proposals(internal).By combining and analyzing two kinds of information,this thesis attempts to find out the major problem and root cause regarding to after sales service of Auma Tianjin,finally put forward to the improvement measures.This thesis advises Auma Tianjin to define the position of after-sales service in the company strategic level,increase training and so that organize a high quality after sales service team,develop a suitable examination and stimulation mechanism for employees,perfect the service work flow,shorten the service reaction time and improve the spare parts service level.The result of this thesis is going to help Auma Tianjin improve the service quality,raise the level of customer satisfaction on after-sales service,enhance the loyalty of customer,increase the share of market,and finally enhance the competition ability in the market.This thesis has vital reference to electric actuator maker who has the same problem.