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W company is a flow meter industry representative of the national enterprises, the Department of after-sales service as an important department of the company, has been in the development of new customers, retain old customers, shaping and maintaining the company brand plays an important role in. Enterprises survive and develop the only way, is to stand on the customer’s position, for the sake of customers, innovation, work, raise customer satisfaction to a strategic height, to provide customers with exceed customer expectations of service.Along with the fast development of, after-sales service of the W company encountered many problems. Such as after-sales service engineer high turnover rate, service efficiency is low and high operation cost, customer and customer manager satisfaction low problem. In view of the reasons of these problems, combined with the actual situation of the company, under the guidance of information technology, business process reengineering, internal customer, supply chain management, performance appraisal, employee training, E-learning theory and methods, research and analysis of after-sales service process reengineering and information construction, performance evaluation and construction of the training system, exploration how to reduce operating costs, improve service after-sales service department and other departments and suppliers and cooperation efficiency, shorten the repair cycle, improve after-sales service of the staff’s work enthusiasm and the work efficiency, shorten the qualified after-sales service engineer training cycle, reduce the cost of human resources. Proposed to the after-sales service management has important guidance and practical significance of the new operation flow and management measures. Found a way that can improve customer’s satisfaction continuously.
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