Research On The Improvement Of After-Sales Service Of BAL Company

BAL Group Company was established in 1973,and has accumulated the experience of design and manufacturing automation equipment for more than 40 years.As an automation equipment supply company has a considerable number of customers and a good reputation for service.However,with the market is gradually becoming customer-oriented,the quality of customer service is becoming more and more important.A considerable number of customers reflect that after-sales service quality of BAL Group cannot satisfy customers.And the complains rate about after-sales problems increased year by year and the satisfaction degree has been declining year by year.Which has affected the economic benefits of BAL Group.BAL Group’s senior management is also aware of the seriousness of the problem.BAL after-sales Service Company was set up in 2017 to provide professional after-sales service of automation equipment production line for customers in China and even the whole Asia Pacific region,so as to ensure the competitiveness of BAL Group.Therefore,how to provide high-quality and efficient after-sales service has become a breakthrough for enterprises to win in the automation equipment market.This paper takes the after-sales service company owned by BAL Group,a benchmark enterprise in the automation equipment industry as the research sample.It takes the case study method as center,bases on literature research method and statistical analysis method.To further explore the after-sales problems,it takes ESIA analysis method,ABC analysis method and PZB service quality evaluation method to research process management,spare parts management and service quality evaluation of BAL Group.Based on the service status of BAL after-sales service company,the customer satisfaction index is taken as the standard to measure the quality of after-sales service,and the customer complaints and service evaluation data of BAL from 2017 to 2021 are collected and sorted out.Two major problems of customers’ dissatisfaction with the service status are identified.The service responsiveness is slow and the service falls quite short.According to these two problems,turn to carry out the research of after-sales service quality management process and evaluation process to find out the reasons of leading to service quality problems.Then formulate the corresponding scheme from process management,spare parts management and service quality evaluation.Finally,the organization system,information platform and personnel training are adopted to ensure the implementation of the program.Based on the perspective of customers,this paper provides solutions for the improvement of after-sales service quality in the automation equipment industry,provides safeguard measures for the improvement of corporate strategy and innovative management,and provides enlightenment for the original shortcomings of customer service in the process of strategy implementation for other enterprises.