“十三五”以来中国特色社会主义经济发展进入了新的时期，社 会矛盾也随之转变。在经济发展的新高度背景下，中国的装备制造业 早已变成“供大于求”的买方市场环境。这就要求中国的装备制造业 企业尽快摆脱现状，寻找到新的发展模式，以此来满足日益增长的需 求和不平衡不充分的发展是至关重要的。SG集团是中国风机装备制 造业龙头企业，被誉为“国之重器”。受到新时代发展的启迪，SG集 团正在寻找发展的新突破口，以便在市场中享有更高的产品占有率。 本文以SG集团客服中心为研究对象，从售后服务的角度出发， 对该集团的售后服务管理进行了全面而深入的研究。借助SG集团客 服中心售后服务这一前瞻性的对外窗口，运用售后服务管理相关理论 和方法，分析了该集团售后服务管理中存在的问题，并提出改进对策。 论文首先阐述了研究的背景及意义，研究的内容与方法。其次，介绍 了售后服务的相关概念及相关理论，为SG集团客服中心售后服务管 理改进提供理论支撑。结合SG集团客服中心售后服务现状设计了客 户满意度调查问卷、售后服务满意度调查问卷、客服中心员工满意度 调查问卷。重点分析了SG集团客服中心售后服务管理存在的问题及 原因，提出改进SG集团客服中心售后服务管理的对策建议：转变职 能与服务意识、提高员工业务能力和经验管理，进而提高员工及SG 集团客服中心的售后服务质量水平。同时建立健全信息管理系统、建 立售后服务的快速响应通道，并组织构建各子公司沟通交流平台，使 SG集团客服中心的售后服务为集团的团队建设和产品营销提供强大 的保障。 关键词：装备制造业,客服中心,售后服务,售后服务管理 辽宁石油化工大学硕士学位论文 II Research on after-sales service management of SG Group's customer service center Abstract Since the beginning of the 13rd Five - Year Plan, the economic development of socialism with Chinese characteristics has entered a new period, and social contradictions have also changed. Under the new background of economic development, China's equipment manufacturing industry has already become a buyer's market environment of “oversupply”. This requires China's equipment manufacturing enterprises to get rid of the status quo as soon as possible and find a new development model to meet the growing demand and unbalanced and insufficient development. SG Group is a leading enterprise in China's blower equipment manufacturing industry and is known as " the national heavy equipment". Inspired by the development of this new era, SG Group is looking for a new breakthrough to enjoy a higher product share in the market. This paper takes SG Group's customer service center as the research object and makes a comprehensive and in-depth study of the group's after-sales service management from the after-sales services perspective. With the help of SG Group's customer service center as a prospective window to the outside world, this paper analyzes the problems in the group's after-sales service management by using the relevant theories and methods of after-sales service management, and puts forward countermeasures for improvement. Firstly, the paper explains the background and significance of the research, the content and methods of the research. Secondly, it introduces the related concepts and theories of after-sales service to provide theoretical bases for the improvement of after-sales service management in SG Group's customer service center. 辽宁石油化工大学硕士学位论文 III The questionnaires of customer satisfaction, after-sales service satisfaction and customer service center employee satisfaction were all designed according to the status quo of after-sales service of SG Group Customer Service Center. This paper focuses on the analysis of the problems and causes in the after-sales service management of SG Group's customer service center, and puts forward suggestions for the after-sales service management of SG Group's customer service center: changing its functions and raising its service awareness, improving employees' business ability and experience management, and further improving the after-sales service quality of employees and SG Group's customer service center. At the same time, it should establish and perfect information management system, establish a quick response channel for after-sales service, and organize the communication platforms for subsidiaries, so that the after-sales service of SG Group's customer service center can provide a strong guarantee for the group's team building and product marketing. Key Words: Fan equipment manufacturing industry, Customer service center, After-Sale Service, After-sale service management 辽宁石油化工大学硕士学位论文 IV 目录 1 绪论 ......................................................................................................... 1 1.1 选题的背景和意义 ........................................................................... 1 1.1.1 选题的背景 ................................................................................ 1 1.1.2 选题的意义 ................................................................................ 2 1.2 国内外研究现状 ............................................................................... 3 1.2.1 国外研究现状 ............................................................................ 3 1.2.2 国内研究现状 ............................................................................ 4 1.3 研究内容与方法 ............................................................................... 5 1.3.1 研究框架及内容 ........................................................................ 5 1.3.2 研究方法 .................................................................................... 7 1.4 创新点与不足 ................................................................................... 8 2 相关理论综述 ...................................................................................... 10 2.1 相关概念 ......................................................................................... 10 2.1.1 装备制造业 .............................................................................. 10 2.1.2 客服中心 .................................................................................. 10 2.1.3 售后服务 .................................................................................. 11 2.1.4 客户满意度 .............................................................................. 11 2.2 相关理论 ......................................................................................... 11 2.2.1 售后服务管理理论 .................................................................. 11 2.2.2 客户满意度理论 ...................................................................... 12 辽宁石油化工大学硕士学位论文 V 3 SG集团客服中心售后服务现状分析 ................................................. 13 3.1 SG集团简介 .................................................................................... 13 3.1.1 SG集团发展历程 ..................................................................... 13 3.1.2 主要产品和应用行业 .............................................................. 13 3.2 客服中心概况 ................................................................................. 14 3.2.1 客服中心发展历程 .................................................................. 14 3.2.2 客服中心职能 .......................................................................... 15 3.2.3 组织结构框架 .......................................................................... 15 3.2.4 人力资源情况 .......................................................................... 16 3.3 客服中心售后服务现状调查分析 ................................................. 19 3.3.1 客服中心服务工作分析 .......................................................... 19 3.3.2 问卷调查结果分析 .................................................................. 24 3.3.3 实地走访结果分析 .................................................................. 34 4 客服中心售后服务管理存在的问题及原因 ...................................... 36 4.1 客服中心售后服务管理存在的问题 ............................................. 36 4.1.1 职能目标不明确 ...................................................................... 36 4.1.2 员工业务能力和经验不足 .........