Phát triển dịch vụ khách hàng của công ty tnhh mtv mettler toledo việt nam

I It I i II If I I I I hW!W r nhung thuc su can cd thiet bi de su dung qua trinh san xuat Dich vu khach hang va Mettler Toledo se co cac cam ket qua trinh su dung dich vu, theo thiet bi se dugc khau hao theo thdi gian thue thiet bi Sau het thdi gian khau hao san pham hoac khach hang co dau tu ve cong nghe co the mua lai san pham vdi chi phi hgp ly 97 ❖ Dich vu ho tro san pham cu Dich vu ap dung cho cac khach hang muon nang cap len san phdm co tang nang cao hon va model mdi hon, hoac cho cac khach hang su dung san pham da khong ho tro, bat buoc phai thay the thiet bi mdi Mettler Toledo se de nghi khach hang duoc mua lai san pham hoac mot phan linh kien cua thiet bi cu de luu tru phu kien hoac lam thiet bi de dao tao, nghien cuu va thu nghiem danh cho cac ky su va chuyen vien cua phong dich vu khach hang Vdi dich vu khach hang se duoc ho trp ve kinh phi mua thiet bi mdi va dong thdi khong bi hao phi vdi san pham da cu khong su dung nua Day vira la giai phap cho khach hang tiet kiem chi phi ddng thdi cung la mot phuang thuc ho trp cho su thieu hut ve linh kien cua Mettler Toledo nhung trudng hop can thiet 3.3.2.2 Giai phap danh cho dich vu sica chua vd bao duong Giai phap ve thiet bi, linh kien du* phong Mot khuyet diem ton tai lau dai ddi vdi bp phan dich vu khach hang la thdi gian dap ung dich vu keo dai, dac biet la viec thay the sua chua cac linh phu kien, nguyen nhan bdi MTVN khong cd kho luu tru va du phong linh kien Do vay mot ddi hoi can thiet danh cho mang kinh doanh djch vu khach hang la viec xay dung duoc kho luu tru vd du phong thiet bi Trong ddi vdi cac thiet bi mdi va cd toe ban hang nhanh, viec chuan bi sSn kho thiet bi mdi de thay the khach hang Dieu se khien khach hang hai long hon vdi toe dap ung dich vu cua Mettler Toledo Viet Nam De thuc hien dupe giai phap can cd sir chudn bi va danh gia tinh hinh sua chua thay the danh cho cac thiet bi cua Mettler Toledo, dua tren mpt sd cong viec sau : • Danh gia ty le cac san pham cung cap dd danh gia muc du phong • Thdng ke ty le bi loi cua cac ddng san pham • Thdng ke cac loai loi xay va ty le xay cac loi cua thiet bi 98 r • r ? Thdng ke ty le cac dong san pham it su dung, khong cdn san xuat va ho tro phu kien Qua co the xay dung duoc ty le va muc du phdng cho cac loai linh kien, de dap ung duoc tot nhat cho khach hang ve thdi gian cung cap va sua chua thong ke va danh gia, doi ngu dich vu se gui cac thong tin hoac khuyen cao tdi khach hang ve tinh trang cua thiet bi va phu kien ma khach hang dang su dung, tir ke hoach du phong hoac nang cap thiet bi de tranh nhung su co dang tiec san r > r r xuat cua khach hang Ben canh do, dua tren su danh gia ve ty le thiet bi va loi su cd cua thiet bi, dpi ngu dich vu khach hang cd the hd tro mua lai cac san pham cu hoac luu tru se cd them mot sd linh kien can thiet danh cho cac khach hang khac cd nhu cau ve sua chua va thay the 3.3.2.2 Gidi phap danh cho dich vu dao tao vd chwng chi Dich vu dao tao true tuyfin Ben canh viec cung cap dich vp dao tao va chay ung dung cho khach hang tore tiep tai nha may ho|c tai van phdng cua cdng ty Dich vu se bi han che ve mat khong gian va thdi gian, khoang each qua xa, gay ton kem ve chi phi va thdi gian cho khach hang Thay vao Mettler Toledo Viet Nam cung cap them cho khach hang dich vu dao tao true tuyen, thdng qua he thdng server va website cua cdng ty va khu vuc Chau A He thdng mang cd tinh on dinh va kha nang luu tru cao, vi vay khach hang cd the dang ky khoa hoc, truy cap tai lieu va hoc tap bat kd thdi gian nao ma khong bi phu thupc vao ke hoach lam viec cua nhan vien dich vu Mettler Toledo Chi phi cho cac khoa hoc se giam di dang ke so vdi chi phi dao tao tai nha may cua khach hang Cac khoa dao tao cd the ap dung cho cac dich vu trudc ban hang, ban hang hoac sau ban hang Cac dich vu dao tao true tuyen cd the cung cap cho khach hang : 99 S Dao tao sir dung va van hanh thi£t bi J Dao tao phuang phap chay mau chuan( Good Titration Practice) S Dao tao phuang phap thuc hanh tot ( Good way practice) J Dao tao ca sd ca ban ve luang va hieu chuan (Basic weighing) J Dao tao ca sa ly thuyet ve chuan dp hoa hoc ( Basic of titration) * Co sa ly thuyet ve phan tich nhiet va dinh lugng ( Thermal Analysis) Z A Dao tao true tuyen cho phep dpi ngu dich vu ho trg khach hang dugc nhieu nhat Dac biet la muc dp bao phu ve khong gian dia ly cua cac hoat dong dich vu cua Mettler Toledo chua cao nhu hien 3.3.3.4 Giai phap danh cho dich vu hieu chuan Dich vu hieu chuan la mot the manh cua MTVN,dong thai cung la vi the canh tranh cua cong ty vdi cac cong cu ho trg hien dai Tuy vay, ve thai gian va kha r a nang dap ung ve ung dung, vay hp phai ton kem han vdi chi phi dich vu chay mau, lam giam di su hai long khach hang Do do, MTVN can chu trpng tap trung phat trien han dich vu De thuc hien dieu do, MTVN can lam nhung viec sau : - Dao tao nang cao chuyen mon danh cho ky su, chuyen vien d£ tiep nhan phuang tien ky thuat, giai dap cho khach hang ve ung dung mau phd bien AZ A nhu pH,do nong muoi,axit,bazo,glyxerin, ; ddng thdi dao tao can bo de chuyen giao dich vu hieu chuin MTVN hien chua thuc hien dugc nhu : may phan tich nhiet, may ty trpng, mass-comparator, AZ - 7 Dau tu trang thiet bi ky thuat va cong cu hieu chuan de thuc hien dich vu, gia tang n&ng suat, giam thdi gian chd cua khach hang, vay ma tinh tien lgi va su hai long cua khach hang gia tang 3.4 Kien nghi vdi Tap doan Mettler Toledo Thir nhat, Tap doan Mettler Toledo can bo sung them cac cong cu hieu chuan va thiet bi ky thuat trang bi cho qua trinh thuc hien dich vu va sua chua, de nang cao nang suat, chinh xac dich vu va nang cao muc tin cay cua khach hang vdi cac dich vu cua Mettler Toledo Ben canh do, Mettler Toledo can nang cap 100 may tinh va cac phan mem hien dang ap dpng tren toan tap doan de dat toe dp cao hon truy cap va sir dung Ngoai ra, Tap doan cung cap ddng phuc cho doi ngu dich vu ky thuat theo mua va thuoc vao tirng quoc gia, de tao hinh anh va phong thai lam viec cho toan bo tap doan Thir hai, Tap doan cho phep doi ngu dich vu duoc can thiep sau hon ve mat ky thuat ddi vdi cac thiet bi cua Mettler Toledo tai Viet Nam de co the dap ung ve thdi gian dich vy danh cho khach hang Trong doi ngu dich vu hoan toan cd thd thuc hien sua chua va cam ket ve thdi gian bao hanh cua cac linh phu kien thay the Thir ba, Mettler Toledo can nang cao cac khoa dao tao dpi ngu dich vu, cac khoa hoc hien chi dap ung ve mat co ban thdi gian 2-3 nam dau, can cac ung dung nang cao va chuyen sau hon, cac ky su chua cd du kinh nghiem, kien thuc va tai lieu hudng dan cua tap doan ve cac ung dung cac san pham tich hop Tap doan can cd su bo sung ve tai lieu bo trp, hudng dan ve cac ung dung va cong nghe tich hop cua Mettler Toledo tren cac san pham Nang cao kien thuc chuyen sau vdi cac khoa e-Leaming cua Tap doan, nang cap va tinh giam he thdng website ho trp ky thuat cua Tap doan, de cac ky su cd the de dang truy cap va tim kiem Thir tir, cac san pham va tai lieu ma Tap doan cung cap tai Viet Nam can dupe chuyen hoa ve ngon ngu ban dia Dieu giup khach hang thuan tien thdi giup khach hang biet den cac san pham va dich vu cua Mettler Toledo nhidu hon Ben canh dd, cung giup cho dpi ngu dich vu de dang tiep nhan kien thuc ky thuat, dac biet la cac kien thuc chuyen nganh, va lam co sd thuyet phuc khach hang vdi cac tai lieu ma hang cung cap Mat khac, san pham cua Mettler Toledo cung can dupe Viet hoa nham tao sy thuan tien cho khach hang su dung san pham 101 KET LUAN CHUNG Vdi muc dich nghien cuu cua luan van la tong hop ly luan, phan tich danh gia thuc trang va dua giai phap cu the cung cac khuyen nghi de giup Cdng Ty Mettler Toledo Viet Nam phat trien dich vu khach hang Tir gop phan nang cao nang luc canh tranh cua MTVN qua trinh kinh doanh tai Viet Nam, luan van da dong gop duoc nhung noi dung sau : Thir nhat, luan van da tong ket va neu cac co sd dich vu khach hang the hien thdng qua cac khai niem, dac diem va cac hinh thuc cua dich vu khach hang Luan van dua cac luan cu viec phat trien dich vu khach hang, cac nhan td anh hudng den su phat trien dich vu khach hang va cac noi dung phat tridn dich vu va cac tieu chi danh gia viec phat trien dich vu khach hang cua doanh nghiep Thu* hai, tren co sd ly luan luan van da phan tich cac nhan td anh hudng den viec phat trien dich vu khach hang cua MTVN giai doan 2008-2012 Sau luan van di vao phan tich thuc trang phat trien dich vu, qua tong ket nhung uu diem va cac mat ton tai qua trinh phat trien dich vp khach hang va neu cac nguyen nhan cua nhung ton tai viec phat tridn dich vu khach hang Dua vao phan tich vd thuc trang, nhung han che va nguyen nhan cua nhung han che phat tridn dich vu khach hang cua MTVN, luan van da dua cac nhom giai phap nham phat tridn dich vu khach hang cua MTVN Trong dd bao gom cac nhom giai phap chung va nhom cac giai phap cu thd de phat tridn dich vu khach hang giai doan 2013-2020 Ben canh do, luan van cung khong tranh khoi nhung thieu sot qua trinh thuc hien Do didu ki?n vd thdi gian, khoang each va kinh phi, tac gia cua luan van chua tien hanh duoc viec didu tra va bang danh gia vd su hai long cua khach hang r r > r ddi vdi dich vu cua Mettler toledo Viet Nam Neu cd them didu kien, tac gia se co gang hoan thien nhung thieu sdt tren thdi gian tdi 102 DANH MUC TAI LIEU THAM KHAO • • Tieng Viet Dang Dinh Hao, Hoang Due Than (Dong chu bien) (2009), Kinh te thuemg mat, NXB Dai hoc Kinh te Quoc dan, Ha Noi Nguyen Thi Huong (Chu bien) (2001), Giao trinh kinh doanh Qudc te tap 1, NXB Thdng Ke, Ha Noi ' Nguyen Thi Huong (Chu bien) (2003), Giao trinh kinh doanh Qudc te tap 2, NXB Lao Dong - 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