摘 要
本文内容分为四章。第一章介绍了论文的研究背景和研究意义，说明了研究方法和主要工作。在第二章中对客户关系管理和服务质量理论做了一个的阐述，并提出了运用客户关系管理工具提高服务质量的方法。第三章分析了质量技术机构的组成和特点、外部环境和面临的挑战，并指出了质检技术机构在参与市场化竞争中服务质量存在的问题。在第四章中，针对质检技术机构存在的问题，提出了树立客户意识、挖掘客户知识等有助于提高服务质量的对策。
本文立足于质检技术机构面临的充满竞争的市场环境，力求为提供检验和检测服务的质检技术机构探索有实践意义的提高服务质量的管理模式，为此类质检技术机构参与激烈的市场竞争提供可借鉴的理论参考。
关键词：服务质量 客户关系管理 质检机构 市场化
Abstract
This thesis focuses on the service quality of Quality Supervision Institutions with competition background. Quality Supervision Institutions were set up by the AQSIQ according to its duty, which work on supply production test, metrology measurement, special instruments test, fiber inspection, and so on. After became one of the WTO members, the revolution of public institution spread all over the country faster than before and there are fewer inspections provided by government. The competition of inspection become more and more intensely. Every Institution can do its business in all around the country without limited. The number of Sino-foreign joint ventures, cooperative businesses and exclusively foreign-owned enterprises in China are mounting. An inspection institution cannot survive just depend on the mission from government. They have to change their mental of operation. The customer has been the most important element in the market. The Quality Supervision Institutions should set up a service system for customer and market, and try their best to elevate the customer satisfaction degree. Having the loyalty of customer, they can get much more space for survival and development.
It is better for Quality Supervision Institutions to introduce the customer relationship management, which can bring them more chance to enlarge business and let them spend less energy to find out the suitable customer though out analyzing the document of their customer. They can carry out different tactics according to different customer, enlarge their market share, and rise the customer satisfaction degree. And also can enhance the customer loyalty, deduce the customer complains, and push their business forward rapidly. It is significant to study the supply of customer relationship management in Quality Supervision Institutions under the background of wild spread of CRM applying in different industry. It proposes a reference for Quality Supervision Institutions which will completely involve in the market competition.
This thesis is composed of four chapters. In the first part, I elaborate the background and significance of the thesis; introduce the way of research and main job of the thesis. In the second section, I elaborate customer relationship management and service quality theories，propose the way to improve the quality of service by using customer relationship management tools. In the third part, I analyze the composition, characteristic, environment, and challenge of Quality Supervision Institutions. Then, I point out the problems of service quality of the Quality Supervision Institutions in marketing action. In the last part, I propose the solutions which can help improving the service quality according to these problems.
Key words：Service Quality; Customer Relationship Management; Quality Supervision Institutions
