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论文编号：	12927
作者编号：	2320190640
上传时间：	2021/12/14 12:09:15
中文题目：	B公司中国区医疗设备售后服务质量改进研究
英文题目：	Study on improvement of medical equipment service quality in B company China
指导老师：	李季
中文关键字：	体外诊断行业；售后服务；服务质量改进；客户满意度
英文关键字：	In Vitro Diagnostic Industry；After-sales Service；Service Quality Improvement；Customer Satisfaction
中文摘要：	体外诊断行业是大健康行业的一部分，体外诊断企业为医学实验室客户提供检测设备、耗材、解决方案和售后服务，不同于药品或其他医疗器械行业，体外诊断企业的售后服务是公司的一项重要的业务，因为售后服务会直接影响客户的使用体验，而且也会直接影响到实验室为临床或者患者提供的检测报告的准确性和及时性，所以售后服务的质量对于客户的满意度、忠诚度、回购率至关重要。它可以直接影响公司的业务，客户满意度尤其是感知质量的提升对于公司品牌的推荐和产品回购有非常大的帮助，而客户满意度的提升主要来自于售后服务质量，服务质量的持续提升需要建立一套系统和完善的服务质量管理、考核体系。 在健康中国战略和新的医改政策下，质量和发展成为中国医院实验室客户主要考虑的因素，这对于体外诊断企业尤其是售后服务部门提出了新的挑战。面对客户越来越高的服务期望和有限的资源，售后服务部门需要重新考量目前服务管理体系，用有限的资源借助质量管理体系和良好的运营达到资源最大化利用率。目前国家对于大健康行业的重视达到了前所未有的程度，政策的支持和行业的前景使越来越多的优秀企业和资本进入了体外诊断行业，无论是产品技术还是服务竞争也越来越激烈。本文分析了B公司在目前市场环境下的客户满意度现状及存在问题，运用调研访谈的形式概括了目前服务质量存在的问题，运用服务质量差距模型确认了问题并分析了问题的根源，同时运用服务蓝图等理论结合实践提出了服务质量改进策略和实施保障。 本文针对B公司售后服务质量的改善建议有助于提高B公司在中国区客户的客户满意度,进而为新的业务增长提供了帮助。同时对于体外诊断企业如何提升服务质量更好的服务于中国医院实验室客户具有重要意义。对于医院实验室客户为患者提供更准确、及时的检测报告也有直接的帮助，从而助力了健康中国战略。
英文摘要：	he IVD industry is a part of the general health industry. IVD companies provide medical laboratory customers with testing equipment, consumables, solutions and after-sales services. Unlike the pharmaceutical or other medical device industries, the after-sales service of IVD companies is one of the company’s Important business, because after-sales service will directly affect the customer’s experience, and it will also directly affect the accuracy and timeliness of the laboratory’s clinical or patient test reports. Therefore, the quality of after-sales service is critical to customer satisfaction, loyalty, and repurchase rate. It can directly affect the company's business. The improvement of customer satisfaction, especially the perceived quality, is of great help to the company's brand recommendation and product repurchase. The improvement of customer satisfaction mainly comes from the quality of after-sales service and the continuous improvement of service quality. It is necessary to establish a systematic and complete service quality management and assessment system. Under the Healthy China strategy and the new medical reform policy, quality cost control has become a major consideration for Chinese hospital laboratory customers, which poses new challenges for in vitro diagnostic companies, especially after-sales service departments. Faced with the increasingly high service expectations and limited resources of customers, the after-sales service department needs to reconsider the current service management system and use limited resources to maximize resource utilization with the help of quality management system and good operations. At present, the country’s emphasis on the health industry has reached an unprecedented level. Policy support and industry prospects have enabled more and more outstanding companies and capital to enter the in vitro diagnostic industry, and competition in both product technology and service has become increasingly fierce. This thesis analyzes the current customer satisfaction status and existing problems of Company B in the current market environment. It summarizes the current service quality problems in the form of survey interviews, uses the service quality gap model to identify the problems and analyzes the root causes of the problems. The service quality management system and assessment proposed an improvement strategy according with service bluepritn, and planned the implementation and guarantee of the strategy. This thesis suggestions for improving the quality of after-sales service of Company B will help improve the customer satisfaction of Company B's customers in China, and thus provide help for new business growth. At the same time, it is of great significance for IVD companies to improve their service quality and better serve Chinese hospital laboratory customers. It also directly helps hospital laboratory customers to provide patients with more accurate and timely test reports, thus contributing to the Healthy China strategy.
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