The After-Sales Maintenance Services Strategy ofthe Electronics Manufacturing Companies

• Main Authors: Chien-Kuo Tsou, 鄒建國
• Other Authors: 陳弘信
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/53358460425447079502

碩士 === 元智大學 === 管理研究所 === 97 === In the after-sales maintenance services operation field, most of the strategy is outsourcing the repair companies, repair factories or sale points worldwide. A after-sales maintenance contract is signed by both of them. According to the outsourcing strategy, manufacturing factories meet an issue that the repair events accompanying repair expenses. It’s a very heavy burden for them. First of all, collect the relevant literatures of the after-sales maintenance services, and edit the categories from them. Secondly, find the experts in after-sales service field to have the depth interviews. Finally, the interview records are coded by 3 coders. According to the content analysis results, repair records, authorized by the outsourcing management and the repair expense are the most high among the 6 factors from the literatures; the interviewees believe that the 3 factors will affect the trust between the repair maintenance provider and the outsourcing unit. Beside, in other category, there are 4 topics that should be taken notice. They are the following items, repair classification, audit, service maintenance training, and database maintenance.Based on the study, there are the following four conclusions. 1. A check list to filter the repair data for reducing the maintenance cost. 2. Set a repair classification with differential pricing. 3. Increase the level of trust by visiting the key men, such as the senor engineers, or the boss of the repair center. 4. Write the service manual or hold a forum for the repair engineers to increase their repair ability, which can avoid incorrect repairing methods or not being able to complete the repair process within the standard time.