Reserch On The Strategy Of Improving Service Quality Of M Company

M company is a small enterprise engaged in third-party testing,providing production environment and facilities testing service for manufacturing enterprises.In the current society,with people's increasing requirements on product quality,third-party testing institutions,as testers and evaluators of product quality,play an increasingly important role in economic development.With the encouragement and support of our country to the inspection and testing industry in recently years,the third-party testing industry has gradually risen.A large number of foreign-funded and private enterprises have entered the industry,and the market competition is intensifying.This thesis analyzes the macro environment of the third-party testing industry and the competitive environment to illustrate the development opportunities and challenges M company is facing at present.Discover and collect the service quality problems and data through the customer complaint information,customer satisfaction survey,and customer interviews.Then,the thesis investigates and analyzes the main reasons that customers think the service quality is low through the internal staff discussion,the internal audit of the quality management system and the use of causal analysis.Combined with these main reasons to propose targeted improvement plans and measures.Finally,the company shall organize and implement the improvement plans and measures of service quality and pay attention to the implementation effect,continuously improve the company's service quality and enhance its core competence,so as to seize the development opportunities and realize rapid and steady development.