Abstract With the development of economy and the advancement of society, customers have higher and higher requirements for services. The traditional service model has been unable to meet the ever-increasing service demands of customers. The transformation of manufacturing enterprises into service-oriented enterprises is the trend. In fact, at the beginning of 2009, the country released...
With the development of the economy and the advancement of society, the requirements of customers for services are getting higher and higher. The traditional service model can no longer meet the ever-increasing service demands of customers. The transformation of manufacturing enterprises into service-oriented enterprises is the trend. In fact, at the beginning of 2009, when the state issued and implemented the Equipment Equipment Adjustment and Revitalization Plan, in order to implement the revitalization plan, the machine tool industry proposed a three-year revitalization goal, and explicitly mentioned the need to vigorously develop the modern manufacturing service industry. Large machine tool manufacturing enterprises should gradually shift from simple manufacturing to production service enterprises, thereby extending the industrial chain and improving the overall value and efficiency of the industry.
For machine tool companies, it is necessary to focus on improving the supply capacity of complete sets of technology and automated production lines, and strive to cultivate system assembly companies, engineering general contractors, overall solutions and manufacturing expert systems.
Specifically, it is necessary for enterprises to comprehensively improve the quality and scope of services, and to infiltrate services into all aspects, including technical consultation, customer training, financial settlement methods, logistics work, product technical services, assisting customers in secondary development, and satisfying customers. Personalized needs and other aspects. At the same time, try to solve the problem in the shortest time for the customer to meet the needs of any customer, and maximize the response speed.
The transformation of Shenyang Machine Tool Group, a leading company in the industry, to manufacturing service-oriented enterprises is still relatively early. Shenyang Machine Tool Group took the lead in creating a service system that is in line with international standards and was the first in China to use the Callcenter system established by modern information technology. Shenyang Machine Tool Group has formed a strong customer service center, opened a 400 customer service hotline, unified customer demand information portal, centralized acceptance and rapid response to customer needs. The group also uses interdisciplinary technology and application integration to achieve full integration of customer service hotline systems, customer service business management systems, customer service knowledge base systems, short message service platforms and multimedia data. Up to now, the Group's customer service return rate has reached 100, within 2 hours, the response time rate has reached 97, and the customer satisfaction rate has risen to 86. Recently, the 8th 4S shop of Shenyang Machine Tool Group has also settled in Xi'an, Shenyang Machine Tool Group. The goal is to establish 50 to 70 4S stores in China by 2015.
The release of the "Decision of the State Council on Accelerating the Cultivation and Development of Strategic Emerging Industries" has made the concept of high-end equipment manufacturing a key to the "Twelfth Five-Year Plan". During the "Twelfth Five-Year Plan" period, the overall idea of ​​developing high-end equipment manufacturing industry is to face the urgent needs of China's industrial transformation and upgrading and strategic emerging industries, focusing on the development of intelligent manufacturing, green manufacturing and service-oriented manufacturing.
The importance of service-oriented manufacturing is being more and more widely recognized and accepted, and it has become the trend of the development of equipment manufacturing industry. At present, many key key enterprises in the industry, such as Shenyang, Beiyi, Dalian, etc., have set up national service 4S stores to solve the problem of concept, but at the same time there are problems to improve service capacity and level. To transform, it is necessary to change from simply selling products to selling products and selling services. From simple manufacturing enterprises to manufacturing and service-oriented enterprises, industry enterprises have to make a lot of efforts.
The financial crisis has promoted the transformation. In fact, the financial crisis has brought a lot of inspiration to the industry. After the baptism of the financial turmoil, many enterprises have carried out profound reflections and made corresponding adjustments to the future development strategy. From the production and operation-oriented enterprises to the comprehensive service-oriented enterprises, almost reached a consensus.
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