Study On Improving Quality Of Service Of CTL Testing Co., Ltd

CTL Testing Company,one of third-party testing companies of privatization in electronic field,had a rapid development with the globalization of trade and the opening policies of Chinese testing market.Nowadays,facing more and more competition of private third-party enterprise,meantime also having more and more growing opportunities of testing demand.As a private third-party testing company,which needs to balance the relationship between employees,customers,competition and development,prevent the loss of customers and develop new customers.So,the company should focus on the topic about how to continue to improve the quality of testing services now.Analyzing the macroscopic environment by the PEST Model according to the present state and development trend of testing industry.To analyze the competition environment by the Michael Porter's Five Force Model according to CTL company actual situation.Acquiring the quality problem of testing service by customer complaints,the questionnaire and daily observation and discussion,thereby finding out the existent quality problem during testing service.Then exploring the main issues of the main influence factors of service quality problem by the method of cause and effect analysis of fishbone diagram,and working out feasible improvement measures and program according to the main problem and Company situation.Finally,continuing to improve quality of the company's testing services continuing to make the PDCA loop by plan,the do,the check and the act of feasible improvement measures and program.