Research On Improving Customer Satisfaction Of FC Company Under ISO9001 System

Quality is an important factor of enterprise’s market performance in the 21st century,which determines the competitive position of the enterprise in the market.With the rapid development of economy and globalization,more and more enterprises established quality management system according to ISO9000 family of standards.Based on the quality management system,the enterprises can improve the level of products quality,improve processes,improve management and enhance market competitiveness.But currently many enterprises although established the ISO9001 quality management system,their customer satisfaction level is still low.FC Company is a small and medium-sized manufacturing eompany.When they run quality management,they didn’t actually integrate the principles of ISO9000 into their quality management system,which resulted in low customer satisfaction and poor product quality.Although companies spent a lot of resources to develop the market,sales declined in recent years.Therefore,the company must improve customer satisfaction levels in order to retain existing customers and maintain market competitiveness.Based on deep investigation and analysis for FC Company customer satisfaction management,the author researched the strategy under ISO9001 quality management system for improving their customer satisfaction,which has important significance for FC Company to improve product and service quality,reduce cost and enhance market competitiveness.As per the thesis main content,first,the paper describes the theories and methods of enterprise quality and customer satisfaction management;then,the paper briefly describes study object of the case-FC company,mainly introduce its quality management system status,and comprehensively analyze FC company customer satisfaction management problems;after that,according to PDCA methodology,analyze the main reasons for the company’s customer satisfaction,study suitable countermeasures for FC company,and implement actions including,improve system,improve product quality,reduce cost of poor quality and enhance quality consciousness;Finally,verify the effectiveness of the solutions by comparing customer satisfaction performance of before and after.Through the implementation of the above solutions,FC Company will achieve the continuous improvement of customer satisfaction,standardize the process further,enhance product quality level and overall quality awareness,reduce the cost and improve the company’s market competitiveness.The innovation of the thesis mainly includes two aspects,one is that deeply discussed possible problems when the small and mediun-sized enterprises implement quality management system,and manage customer satisfaction;and then put forward the improvement plan for small and medium-sized company according to their characteristics based on ISO9001 system;On the other hand,through the study of customer satisfaction for small and medium-sized enterprises,the actions can enhance the competitive advantages in quality and cost,and enterprise quality awareness improvement is a valuable fortune for sustainable development.The small and medium-sized enterprises which are exploring quality development can learn the points.Through this article’s research,the author hopes there is positive effect for improving customer satisfaction and quality management systems effectively in FC Company,and also hopes the article ean provide guidance on customer satisfaction improvement for other domestic small and medium-sized manufacturing enterprises.