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论文编号：	15554
作者编号：	2320234128
上传时间：	2025/12/5 15:51:15
中文题目：	B公司中国区医疗设备售后服务效率提升管理策略研究
英文题目：	Study on management strategies for improving the after-sales service efficiency of medical equipment 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；售后服务效率
英文关键字：	in vitro diagnostic industry；after-sales service；after-sales service efficiency
中文摘要：	随着全球医疗技术的不断进步，体外诊断（IVD）行业迅速发展，市场规模呈现出持续增长的态势。在健康中国战略和新医改政策下，B公司作为IVD行业的重要参与者，在中国市场上面临着日益激烈的竞争，体外诊断企业及其售后服务部门都受到了新的挑战。售后服务作为企业与客户之间的重要纽带，对于提升客户满意度、增强品牌忠诚度以及促进企业可持续发展具有关键作用。 然而，在目前市场大环境影响下，尤其是VBP带量采购、结果互认、拆套餐等政策的影响下，厂家和经销商的利润被大幅削薄，如何在保证售后服务质量的前提下节省成本提升服务效率，成为当前B公司中国区售后服务需要探讨的重要话题。这不仅关系到公司内部资源的合理配置，更直接影响到客户的使用体验和满意度。 本文采用历史资料研究法和调查研究法，对本文提到的相关概念体外诊断行业、服务、售后服务及售后服务效率进行了说明，以服务运营理论、客户关系管理、技术驱动理论和服务价值链相关理论为基础，详细分析了体外诊断行业的外部环境和B公司售后服务业务的特点，调研客户和销售/经销商，发现目前售后服务效率存在的不足之处，分析影响售后服务效率的内外部因素。并基于分析出的内外部影响因素，有针对性的提出了售后服务效率提升的管理策略，并进一步制定了服务效率提升管理策略的实施与保障措施。得出通过缩短响应时间、提高维修效率、改善服务质量、优化成本结构等策略实施，持续提升售后服务效率，进一步提升B公司在行业中的竞争力的结论。 深入研究B公司中国区售后服务效率提升的管理策略具有重要的现实意义，这将有助于公司保持在激烈的市场竞争中处于领先地位，并使客户获得更加优质的售后服务体验。B公司的售后服务提升管理策略对IVD行业内其他公司也具有一定的参考价值和借鉴意义，也将助力促进全民健康，推动健康中国战略。
英文摘要：	With the continuous advancement of global medical technology, the in vitro diagnostic (IVD) industry is rapidly developing, and the market scale is showing a trend of sustained growth. Under the Healthy China strategy and the new medical reform policies, Company B, as an important player in the IVD industry, faces increasingly fierce competition in the Chinese market. Both in vitro diagnostic enterprises and their after-sales service departments are facing new challenges. After-sales service, as an important link between enterprises and customers, plays a crucial role in enhancing customer satisfaction, strengthening brand loyalty, and promoting sustainable development of enterprises. However, under the current market environment, especially the influence of policies such as VBP volume procurement, mutual recognition of results, and unbundling of packages, the profits of manufacturers and distributors have been significantly reduced. How to save costs and improve service efficiency while ensuring the quality of after-sales service has become an important topic for discussion in the after-sales service of Company B in China. This not only concerns the rational allocation of internal resources within the company, but also directly affects the customer's experience and satisfaction. This thesis employs historical data research and survey research methods to elucidate the related concepts mentioned, including the in vitro diagnostic industry, service, after-sales service, and after-sales service efficiency. Based on service operation theory, customer relationship management, technology-driven theory, and service value chain-related theories, it provides a detailed analysis of the external environment of the in vitro diagnostic industry and the characteristics of Company B's after-sales service business. Through surveys of customers and sales/dealers, it identifies shortcomings in current after-sales service efficiency and analyzes internal and external factors affecting after-sales service efficiency. Based on the identified internal and external influencing factors, it proposes targeted management strategies to enhance after-sales service efficiency and further develops implementation and safeguard measures for these strategies. The conclusion drawn is that by implementing strategies such as shortening response time, improving maintenance efficiency, enhancing service quality, and optimizing cost structure, after-sales service efficiency can be continuously improved, thereby further enhancing Company B's competitiveness in the industry. It is of great practical significance to conduct an in-depth study on the management strategies for enhancing the after-sales service efficiency of Company B in China. This will help the company maintain its leading position in the fierce market competition and provide customers with a better after-sales service experience. The management strategies for improving after-sales service of Company B also have certain reference and learning value for other companies in the IVD industry, and will also contribute to promoting public health and advancing the Healthy China strategy.
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