A Research On Service Quality Improvement Of M Water Company Based On Service Blueprint

The water industry is a livelihood protection industry.How can water enterprises better serve the society and people,and user experience is particularly important.The direct impact of urban population growth due to urban construction is the rising population and water consumption,which puts more pressure and responsibility on water production enterprises.With the increase of people’s economic income,the requirements for quality of life are also constantly improving,which correspondingly puts forward higher requirements for the service level and quality of water supply enterprises.Water quality and service are not only the focus of enterprises,but also supervised by society and government.In order to achieve rapid development and promotion of enterprises,it is necessary to constantly improve the comprehensive water supply service level.Since the establishment of M Water Company,with the increase of residents in the area under its jurisdiction,the customer service business has gradually increased in recent years,and the customer service problems have gradually emerged,so it is necessary to pay more attention to the improvement of service quality.This paper takes M Water Company as the specific research object,starting from the introduction of the company’s service status,finds service problems from the customer service hotline work order calls and employee surveys.Then,through the quality gap model,analyze the situation and causes of M Water Company’s four gaps,namely,recognition gap,standard gap,transmission gap and communication gap.Sort out customer behavior,front office service behavior,back office service behavior and support behavior,build the company’s service blueprint,comprehensively analyze the service content and service behavior at all stages of pre-sales,sales and after-sales,and define the entire service process.On the basis of the service blueprint,propose measures to optimize service quality,diagnose four key points and propose optimization measures in combination with customer experience and service personnel behavior analysis in the service process,propose optimization plans for after-sales service process and complaint handling process,establish hotline service specifications,and define service standards and responsibilities of the service department.By adopting the technical route of finding problems,clarifying reasons,proposing strategies and solutions,using the service quality gap model to find out the causes of service quality problems,combing the service link process by building a service blueprint,and proposing effective countermeasures for the service content and process to be optimized,this paper establishes M Company’s customer demand oriented service philosophy,optimizes service quality management,and effectively improves customer service satisfaction,This is also a reference for the same industry or social service enterprises to optimize work processes and improve service quality.