Research on construction and optimization of the complete assembly product service system

EDN: https://elibrary.ru/AWVDAI

Abstract

After years of development, manufacturing industries led by the automotive sector have gradually encountered bottlenecks, where products demonstrate minor innovations but major homogeneity. In the absence of groundbreaking technological advancements, superior after-sales service has emerged as a crucial means for enterprises to maintain and expand market share. This is particularly true for manufacturers of major assembly products, where establishing an excellent after-sales service system can significantly enhance customer satisfaction and sustain corporate reputation. This paper aims to investigate the architecture and optimization of after-sales service systems for specific products in real-world enterprises. Through field research, comparative analysis with historical data, and qualitative-quantitative methods, we conduct an in-depth study on this subject. The objectives include identifying the factors that enable enterprises to maintain a competitive edge in after-sales service, establishing standardized and procedural workflows for building such systems, and continuously improving service quality and brand influence.