家电企业售后服务业务外包的问题与对策  

Problems and Strategies on After-service Outsourcing of Household Appliances Enterprises

作　　者：马松[1] 王钰[1] 邓奕辉[1] 

机构地区：[1]延安大学管理学院,陕西延安716000

出　　处：《商业经济》2011年第12期63-64,共2页Business & Economy

摘　　要：当前,我国家电企业售后服务外包方面存在的问题,主要表现在企业盲目的甩包袱,追逐短期利益;承包商的选择缺乏依据;售后服务外包的质量考核与审查严重缺失等。家电行业是我国目前市场化程度最高的行业,竞争的激烈程度与日俱增,售后服务外包对整合企业资源、构建核心竞争力的作用愈发重要。家电企业在进行售后服务外包时应评定服务企业业务等级,加强对承包商的资质审查及后期监管,建立售后服务反馈机制,及时规避外包风险。Now, in China＇s household appliances enterprises, the main problems in outsourcing of after-sale service are to cast off the burden aimlessly for short-term interest, are lack of evidence in choosing contractors, and absent in examination and audit of quality for outsoureing of after-sale services. The household appliances industry is the most marketing industry in China now, and the outsourcing of after-sale services plays more important part for integration of enterprise resource and construction of core competitiveness with in- creasingly fierce market competition. When taking outsoureing of after-sale services, the household appliances enterprises should the grade of the service enterprises, increase examination on qualification and supervision on late service to the contractors, set up feedback mechanism on after-sale services, and avoid outsourcing risks in time.

关 键 词：家电企业 售后服务 业务外包 问题与对策 

分 类 号：F320[经济管理—产业经济]