如何改进硬件售后维护的质量管理体系

激烈的市场竞争要求硬件生产商更注重设备售后维护的质量,以保持高的客户满意度。TL9000质量管理体系被全球电信产品提供商广泛用于硬件、软件和服务的质量管理。本文以通信网络设备生产商为背景,通过分析通信产品售后维护的模式和归纳TL9000在售后维护上的要求条款,发现TL9000缺乏针对产品售后维护多部门多接口的工作模式,和产品知识的继承与共享的质量管理。这两方面的质量管理对于能否圆满完成客户服务协议的和提高客户满意度有着重要的影响。所以需要对TL9000的要求条款进行补充,并在实践过程中细化工作流程。

How to Improve the Quality Management System of the Hardware After-sales Maintenance

The fierce market competition requires the hardware manufacturers to pay more attention to the quality of after-sales maintenance of equipment to maintain high customer satisfaction. TL9000 Quality Management System has been widely used in the quality management of hardware,software and service in global telecommunications provider. This paper took the communications network equipment manufacturers as the background,by analyzing the pattern of communications products after-sales maintenance and summarizing the requirement terms of after-sales maintenance of TL9000 found that TL9000 lack of working mode of many departments and interface in the products after-sales maintenance and the inheritance of product knowledge and sharing quality management. These two aspects of quality management has a significant impact on completing customer service agreement and improve customer satisfaction. Therefore,we need to add requirements terms of TL9000 and refine the process of practice workflow.