Research On The Improvement Of Management System Of After-sales Service In HZ Company

In 2022,the market size of China’s laser industry is expected to reach US $15 billion.After years of development,laser technology has been widely used in all walks of life,forming a complete industrial chain.The 14 th Five-Year Plan for Intelligent Manufacturing Development clearly points out that we should vigorously develop intelligent manufacturing equipment including advanced laser processing equipment.The HZ company studied in this paper is mainly engaged in the R&D,production,sales and service of industrial lasers and related products.With the progress of technology,the threshold of market access is lowered,and the market competition in the laser industry is further intensified.Enterprises are increasingly aware of the important role of after-sales service.While improving the quality of products,we should constantly optimize and upgrade after-sales service,improve customer satisfaction,and enable enterprises to enhance their core competitiveness.In this context,this paper studies the after-sales service management system of HZ Company,taking into account both theoretical research and practical operability.First of all,it focuses on the theories and viewpoints related to after-sales service management discussed in this paper,and uses customer satisfaction theory,project management theory and service quality gap analysis model to grasp and analyze the problems.Secondly,it diagnosed the problems that HZ company’s customer service faced at present,including the unsmooth repair application process,the failure to effectively track the service progress,the failure to establish an effective customer satisfaction feedback mechanism,the weak awareness of cost control,the high turnover of personnel,and the difficulty in establishing efficient communication with customers.Through the analysis of relevant data and cases,the reasons for the problems in the after-sales service management system are described in detail.Thirdly,according to the above problems,the optimization scheme of after-sales service management system is put forward,including process management optimization design,schedule management optimization design,quality management optimization design,cost management optimization design,human resource management optimization design,and communication management optimization design.Then it puts forward the guarantee measures for optimizing the design: institutional guarantee,organizational guarantee,technical guarantee,resource guarantee and cultural guarantee.Finally,it draws a conclusion and looks forward to the future development of HZ’s after-sales service management system.