Research On Overseas After-sales Service System

Currently Chinese local appliance brand,developing their oversea sales with high speed.But its brand face a big growth gap on after-sales area that after-sale can not grow fast like its business.Chinese local appliance brand in oversea market make great pay out and then own one rate in the oversea market.However there are huge losses caused by the insufficient after-sales service operation and it eroded corporate profits.It is not only affect benefit but also bring hurt to Brand.This thesis use H appliance company as a case to study the current problems of Australian after-sales service system,Compare its aftersale operating with other brand and identify operating process to catch the key point in Australian market.In order to finding a suitable innovative mode to provide a suggestion to establish good after-sale system.This thesis innovative points include distribute system to different module,Adopt SERVQUAL evaluation model to study the satisfaction from customer.were ECRS method to analysis its process detail and defined clear requirements.Manage its after-sales service process system.WBS method to take each task refinement management;Through above research method in order to reduce service cost of H company Australian after-sales service.Manage its after-sale in standard operating.Form good brand after-sale system.Improve its capacity and win customer confidence.It also can be as oversea market model for other appliance brand,even local brand of other field.