企业产品售后保证管理研究

Research on Enterprise Product Warranty Management

讨论了由于产品设计、制造、销售等各项工作质量决定产品使用状况,选择不同的产品售后保证策略又直接影响售后保证成本与服务水平,因而产品售后保证不是单纯的售后服务问题,涉及到企业产品寿命周期中各方面工作。通过开展对产品售后保证管理问题的研究,可以明确产品保证管理工作在产品开发、生产与销售各阶段工作内容,有助于企业科学地选择产品售后保证策略和建立合理售后服务体系。

The working qualities of product designing, manufacturing and selling determine product performances. Choosing different product warranty policies directly affect the warranty cost and service quality. So product warranty is not merely an after-sales service problem. It is related to every aspect in the product life cycle. The research on product warranty management helps define the work in stages of product developing, manufacturing and selling. It contributes to select product warranty strategies and set up an advisable after-sales service system.