摘要
润滑油产品需要通过现场技术服务进行差异化营销,针对客户的实际需求和工作现状的特点,促使企业与客户建立长期的战略合作关系。技术服务人员应该具有扎实的基本功和服务技能,灵活的服务策略和人际关系能力,认真负责的态度和工作作风。对具有技术含量的润滑油产品来说,技术服务需要深入机械设备工作现场,研究现场服务的方法。运用质量功能展开图和逻辑框架结构,分析产品专业技术培训的对象和模式,让最终客户感到满意。运用质量屋扩展产品服务的范围,为客户分析生产设备的缺陷,调整用油方案,满足设备要求,解决客户关注的核心问题,改进润滑系统,保障设备运行。
Lubricant products need to be differentiated marketing through on-site technical service. According to the actual needs of customers and the characteristics of the work status,enterprises are encouraged to establish long-term strategic cooperation with customers. Technical service personnel should have good basic skills and service skills,flexible service strategy and interpersonal skills,serious and responsible attitude and work style. For the technical lubricating oil products,technical service needs to go deep into the work site of mechanical equipment and study the method of field service. By using the QFD( Quality Function Deployment) diagram and logical framework structure,this paper analyzes the object and mode of product specialized technical training,and makes the final customers satisfied. The application of HOQ( House of Quality) can expand the scope of product service,analyze the defects of production equipment for customers,adjust the plan of using oil,meet the requirements of the equipment,solve the key problems concerned by customers,improve the lubrication system and ensure the operation of the equipment.
作者
冯彦辉
FENG Yan-hui(East China Branch,Sinopec Lubricants Co.,Ltd.,Shanghai 200137.China)
出处
《润滑油》
CAS
2020年第3期1-8,共8页
Lubricating Oil
关键词
工业品营销
技术服务
服务设计
润滑油
industrial products marketing
technical service
service design
lubricant
