Service is ... Features of service

Today, in the conditions of intensive development of the market system, effective, profitable management assumes absolute economic independence of companies. This, in turn, increases the role of business optimization. . In a highly competitive environment, service organization is becoming a priority. The key principles of work are quality, safety, professionalism. . Let's consider further, in what its essence consists.

Service: general characteristic

Why did the service issue become relevant today? An effective service is one of the key ways to achieve the competitiveness of an enterprise on the market . направление не зависит от сферы деятельности фирмы. This direction does not depend on the scope of the firm.

It does not matter what the company does - produce products or produce works, quality service is considered to be the only strategic solution that allows to outstrip other enterprises.

должна постоянно совершенствоваться. Within the framework of market relations , the service system must be constantly improved. Enterprises need to periodically update the list of works, adding to it the most relevant to the needs of customers, the capabilities of the companies themselves.

это способ привлечения большого количества клиентов. Service is a way to attract a large number of customers. It allows you to increase the sales of products, increase the profitability of the enterprise, its competitiveness. The company will not be able to work in the market without paying due attention to constantly changing external factors. In this case, an in-depth study of processes, analysis and forecasting of the market situation is necessary.

The concept of service

комплекс мероприятий, проводимых в процессе приобретения, поставки, последующего сопровождения продукции. Service - a set of activities carried out in the process of acquisition, delivery, subsequent maintenance of products. The service is aimed at consumers of material flow. They can be industrial associations, distribution companies, end users of goods.

Maintenance of products can be carried out by different subjects. For example, a large enterprise can create a service center. Service is carried out by forwarding firms participating in the production and sales process.

комплекс функций, видов деятельности подсистем компании, обеспечивающих взаимодействие с потребителями в разрезе каждого информационного и материального потока по параметрам качества, номенклатуры, стоимости, времени, места поставляемых изделий, согласно рыночным запросам. If we consider the concept broadly, then service is a set of functions, activities of subsystems of the company that provide interaction with consumers in the context of each information and material flow in terms of quality parameters, nomenclature, cost, time, location of products supplied, according to market demands.

Classification

The following types of services are available:

1. Satisfaction of consumer demand.
2. Rendering of production services. This includes the whole range of services offered. Service starts from the moment of registration of the contract for purchase until the moment of delivery.
3. After-sales service.
4. Information service. It involves providing the consumer with information about the products, the order of service. When rendering services, special methods of data processing and transmission are used.
5. Financial and credit service.

Service meeting the demand

It is an aggregate characteristic of the quality of services provided by consumers. The key indicators are:

1. How to order.
2. Readiness, frequency, time, reliability, quality of deliveries.
3. Level of assurance of completeness and performance of loading-unloading.

After Sales Service

It includes a set of services aimed at ensuring the effective use of products throughout the life cycle within the existing market conditions. After sales service is carried out before and after the sale of products. It includes the following activities:

1. Formulating requirements for after-sales service. Parameters are determined at the product development stage together with the manufacturer.
2. Formation of the list of services provided to consumers after the sale of goods.
3. Determine the order of after-sales service at the stage of negotiating the terms of delivery.
4. Training of specialists for repair, maintenance works.
5. Development and approval of technical documents.
6. Provision with spare parts and tools necessary for after-sales service.
7. Service management after the sale of goods.
8. Preparation of infrastructure for the implementation of the service.
9. Development of a program for replacing products with modern modifications, systems for the disposal of old products.

Principles of service

Customer service will be effective when:

1. Maximum compliance of activities with market requirements, the nature of the products used.
2. Non-disruptive communication service and marketing, its key tasks.
3. Flexibility of the service system, its focus on accounting for changing market requirements, customer needs.
4. Delivery of the product to the place of operation with minimization of costs and risks of damage in transit.
5. Bringing the product into working order, demonstrating it in action.
6. Ensuring the readiness of the product for use during the entire period of stay at the consumer.
7. Operative supply of spare parts. To do this, special warehouses are formed, close cooperation is established with the manufacturers of parts.

An obligatory condition for effective servicing is the regular collection and systematization of information on the state of the delivered product during its operation by consumers. Particular attention should be paid to suggestions, complaints, comments from clients.