The Case Study Of Improving Customers' Satisfaction In WS Company

With the arrival and development of the Network Information Times,Business Process Outsourcing industry has also developed rapidly in recent years.Competition among and related companies in this industry is also more intense.For these outsourcing companies,having good business atmosphere and professional service skills is not enough,but also to make customers satisfied is more and more important.Facing the new market's challenges and meeting the business needs of a large number of potential customers who are looking for outsourcing services,and to enhance the core competitiveness of enterprises,they should constantly improve customers' satisfaction and create more value for customers at the same time.WS Company is a global Business Process Management(BPM)leader,specializing in business process outsourcing management.The research object of this article is Dalian Branch Office of WS Company,which is the thirty-fifth delivery center of WS Company all over the world.In the process of serving customers in these years,they had met some issue with lower customer satisfaction results sometimes.In this paper,with the method of case analysis and literature analysis,through the case of low customer satisfaction in the daily business of WS Dalian branch,basing on the cases of lower customers' satisfaction appearing in daily operations,and combines with related theories to analyze existing problems and the reasons,and then provides some reasonable suggestions and solutions based on the actual situation to Dalian Branch Office.In recent years,Business Process Outsourcing industry is growing and growing.More and more global enterprises recognize the professionalism,efficiency and superiority of the service outsourcing.Several typical cases in this paper with lower satisfaction of customers appear in Dalian Branch Office of WS Company,with the supporting of analysis and research,some reasonable solutions are provided,to make the operation business better and raise customers' satisfaction.Also to delivery double wins to both WS Company and customers.Meanwhile,the author hopes that the research results and suggestions of this paper can be used as reference for related enterprises in Business Process Outsourcing industry.