联系我们

论文查询结果	返回搜索

论文编号：	11392
作者编号：	2320170299
上传时间：	2019/12/13 20:14:55
中文题目：	L公司的售后服务成本优化策略研究
英文题目：	The Research of Warranty Cost Reduction Strategy
指导老师：	严建援
中文关键字：	售后服务策略、成本降低、流程优化
英文关键字：	After-sales Service Strategy, Cost Reduction, Process Optimization
中文摘要：	摘 要 中国经济高速发展的今天，各公司间竞争也愈演愈烈，提供高品质、低成本的产品让客户满意永远是各个公司所追求的终极目标。L公司也不例外，作为世界工程机械第三大巨头，质量一直被公司视为四大核心竞争优势之一，公司创始人说过：“承我之质，载我之名”。L公司一直倡导高品质产品。售后服务质量作为质量管理的一个重要组成部分，显得尤为重要。本文首先介绍了L公司售后服务现状和问题，其次对售后服务成本构成可优化点进行分析，得出服务成本优化方案与实施保障，最后综述了售后服务优化的成果。 客户满意度是制定售后服务策略需要考虑的首要因素，如何在提升客户满意度的同时并控制售后服务成本是各个工程机械主机厂面临的挑战，各大主机厂售后服务策略也不尽相同。本文以工程机械挖掘机为研究对象，对售后服务数据进行分析和挖掘，发现售后服务中主要结构件索赔成本占据总售后服务成本的百分之三十三。 市场调研发现，整个工程机械行业的结构件的售后服务均以更换为主，主要成本包括人工、零件及运输，总成本非常高。如何降低零件及运输成本是各大主机厂研究的核心问题。 本文提出通过L公司经销商对结构件进行维修再利用取代直接更换零件维修的方式，可以有效降低零件和运输成本，以达到最终降低售后服务成本的目的。原结构件售后服务流程为各经销商直接向L公司要求更换零件并索赔，流程改善后，各个经销商需通过结构件维修认证的经销商进行修理，由认证的经销商核算修理费用并向L公司进行索赔。 为了更好的实施结构件维修方案，公司对组织架构和售后服务流程进行优化，保证结构件售后服务策略顺利实施。公司成立了以质量经理、客户支持经理和售后服务经理为核心的领导团队，用来实施和支持整个项目。 L公司实施了新的流程后，售后服务成本大大降低的同时经销商响应速度也相应提高，最终提高了客户满意度。L公司结构件售后服务流程实施的成功经验，对我国国内工程机械企业的售后服务策略有极大的借鉴价值，给国内的工程机械公司的售后服务策略指引了方向。
英文摘要：	Abstract Today, China’s economy develops rapidly, the competition becomes more intensifying, and companies are competing in supply chain, manufacturing process and after-sales service. Providing high-quality, low-cost products to satisfy customers is always the goal. L company is one of them. As the world's the third largest construction machinery provider, QUALITY has always been regarded as one of the four core advantages of the company. "I will never put my name on a product that does not have in it the best that is in me", as the founder said. The concept of high quality, low cost and on-time delivery has always been advocated by the company, and deeply embedded in the minds of leadership. As part of quality, the after-sales service quality is especially important. This paper will first introduce the current status of after-sales service, then analyze the constituent of after-sales service cost and conclude optimized service cost and implementation guarantee. And finally summarize the results of after-sales service optimization. Customer satisfaction is the primary factor when consider the after-sales service strategy. To improve customer satisfaction while control after-sales service cost is the challenge faced by all construction machinery companies, and each company has its advantages. This paper takes construction excavator as the object, analyzes and mines the data of the after-sales service, and finds that the claim cost of structural parts takes 33% of all after-sales service cost. It is found thru marketing research that most of the after-sales service of the structural parts is replacement, including labor, parts and transportation, which results very high cost. Reducing part and transportation cost becomes the point. This paper proposes that through the way of repair and reuse of structural parts by dealers instead of direct replacement would effectively reduce part and transportation cost, and finally reduce the cost of after-sales service. The previous process was dealers to claim request part directly from L company. The current process is dealers should repair the parts thru certified dealers first, and then the certified dealers will claim the repair cost after cost accounting. In order to implement the repair project, the company optimized the organization and after-sales service process to ensure the strategy implemented smoothly. A leadership team was established, with quality manager, customer support manager and after-sales service manager as core members, to support the project. After L company implemented the new process, the after-sales service cost was greatly reduced as well as the dealer response speed was improved, which leads to the improvement of customer satisfaction. The success of process improvement has great reference value for the domestic service and will be a guide of the after-sales service strategy to other construction machinery companies.
查看全文：	预览  下载(下载需要进行登录)