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惠普“金牌服务”理念的提出已是2年前的事,但是惠普对金牌服务的要求却越来越严格。10月28日,2001年惠普金牌服务商大会在西子湖畔开幕。在最近几个月,金牌服务的新举措具体体现在修复产品的时间,全国连锁维修中心的店面设计,5C 服务规范及与用户的沟通等方面。“金牌服务”是建立在惠普信息产品(商用计算和商用外设产品)标准保修服务基础上的一种个性化升级服务产品,用户可根据自身的实际需求选择购买不同的升级服务。惠普响应及修复产品的承诺时间力图更快,例如:服务器全天候4小时到场服务,在全国20个城市推出第2天修复,即对送修产品,在用户将产品送至维修中心后,第2天即可修复,而目前,各公司普遍的承诺是3个工作日修复。目前的 IT 产品质量越来越高,而惠普产品质量的口碑也不错,那么金牌服务又有什么实际意义呢?王亚娟解释说,硬件产品出现故障的原因除机器本身的质量问题外,还跟使用环境,使用额度,人员的操作水平等诸多因素有关。其次,对保修期内的产品而言,为适应普通用户的需求,标准保修服务最高级别只是第二日响应,这与许多商业用户的期望相距甚远。而金牌服务提供的7×24(每周7日,每日24小时)或5×8(每周5个工作日,每日8小时)上门服务,可以保证当天4小
HP’s “gold medal service” concept has been proposed two years ago, but HP’s gold medal service requirements are more stringent. October 28, 2001 HP Gold Service Provider Conference opened in West Lake. In recent months, the new measures of gold medal service are embodied in the time of repairing the products, the design of the storefront of the national chain repair center, the 5C service standard and the communication with users. “Gold Service” is a personalized upgrade service based on the standard warranty service of HP Information Products (Commercial Computing and Commercial Peripheral Products). Users can choose to purchase different upgrade services according to their actual needs. Hewlett-Packard tries to respond faster and fixes the promised time, for example: server 4 hours a day on-site service, launched in 20 cities around the country the first two days repair, that is, repair products, after the user sends the product to the repair center, the second Days can be repaired, and at the moment, companies generally promise to be repaired in 3 business days. The current IT product quality is getting higher and higher, and HP’s product quality reputation is not bad, so what is the real meaning of the gold medal service? Wang Yajuan explained that the reasons for hardware products failure in addition to the quality of the machine itself, but also with the use of Environment, the amount of use, the level of personnel operations and many other factors. Second, for the product under warranty, the highest level of standard warranty service is only the second day to meet the needs of the average user, which is far from the expectations of many business users. The medal service provided 7 × 24 (7 days a week, 24 hours a day) or 5 × 8 (5 working days a week, 8 hours a day) on-site service, you can guarantee the day 4 small