Research On Problem A Nalysis And Improvement Of After-sales Service Management Of ED Company

Manufacturing enterprises are increasingly facing competitive pressures from product homogenization,rising raw material costs and labor costs,and the pressure on the external market environment of the economic downturn.At the same time,they should also deal with the new trend of industry 4.0 and intelligent manufacturing.Under the pressure of market competition and driven by the new trend of manufacturing development,the manufacturing enterprises in China are gradually transformed from production manufacturing to service manufacturing,and service manufacturing is in the ascendant.The development of service-oriented manufacturing has turned the attention of enterprises into the after-sales service market,manufacturing enterprises develop new sources of revenue and profit growth point,obtain the competition advantage of differentiation,and retain customer resources,get the stable income and continuous profit through the after-sales service.Manufacturing enterprises devote more and more attention to after-sales service,and the operation and management of after-sales service as the new focus of enterprise development,even elevated to the strategic height.How to meet users’ demand through after-sales service,help users realize value,improve and strengthen customer relationship,and enhance the ability of enterprises to continuously make profits becomes the focus problem of manufacturing enterprises.How to optimize after-sales service management and perfect after-sales service is very important for manufacturing enterprises.This paper studies the optimization of ED Company’s after-sales service management.First of all,the paper expounds the service management theories about the service,service,service quality,customer satisfaction and after-sales service.And the current development status and after-sales service characteristics of automation equipment industry of our country are also analyzed.Secondly,introduces the basic situation of ED Company’s after-sales service management from four aspects:the after-sales service system,service content,the form of after-sales service,after-sales service process.And according to the customer satisfaction and the customer suggestions survey,the study on the ED Company’s after-sales service work has carried out in detail and in depth.The paper discusses the problems existing in the after-sales service management of ED Company,and analyzes the reasons.Aiming at the existing problems in the after-sales service management of ED company,combining the service management theory with the actual situation of ED company’s after-sales service management and marketing,put forward the optimized plan of after-sales service management and implementation safeguards.The study of this paper has a certain reference value for ED Company to optimize after-sales service management,improve the quality of after-sales service,meet user demand,improve customer satisfaction,strengthen customer relationship.And also hope to provide certain reference and help for optimization of after-sales service management of other similar enterprises.