【作者】 胡桂利；

【导师】 徐以汎；

【作者基本信息】 复旦大学 ， 工商管理， 2008， 硕士

【摘要】 伴随着GDP的快速增长,中国的进出口贸易在近十年来获得了长足的发展。贸易需要“通行证”,尤其是出口产品必须满足销售地区的相应法规和标准要求。在这样的贸易发展大环境下,生产厂家为了使产品得到其他国家政府及贸易商的认可,采取的最快速有效的方法就是找到产品认证机构进行检测,产品认证行业就象雨后春笋迅速成长起来。作为一种新生力量,产品认证在中国刚刚走过20年的历程。它们为中国产品走向世界保驾护航,帮助中国成为世界最大的生产基地。认证机构在与客户的合作过程中,及时将最新的测试要求通知客户,使客户通过认证过程能认识到自己产品的不足,进而改进产品的设计,真正提升产品的质量以符合出口国的安全性能要求。同时,产品认证不仅仅局限于测试,它更是一种重要的服务过程。产品的认证管理具有其特殊性,它不同于“消费者服务业”(如餐饮业、酒店业)等的管理,而是具有典型的“生产者服务业”特性。具体地说:产品认证过程中,生产厂家直接参与服务,认证机构既要满足严格的质量标准,又要尽可能地在标准框架内满足客户的要求,因此产品认证的服务管理既是一门科学,也是一门艺术。如果服务管理得到了客户的认可,会形成客户及贸易商的口碑效应,可以引导更多的客户接受认证机构的服务,达到双赢的目的,并将产品认证的“蛋糕”做大。本论文从服务管理的前沿理论、产品认证在中国的发展情况、产品认证行业竞争态势分析以及产品认证的服务管理的特点等方面出发,利用市场的客户满意度调查资料,剖析了产品认证的服务管理中常见的问题,并提供了可能的解决方案供大家参考,希望能和产品认证行业的同仁共享服务管理理念。更多还原

【Abstract】 In recent years, China’s GDP grows very fast and Chinese business about the foreign importing and exporting trades expand rapidly. More and more Chinese factories want to keep the pace with this fast development. But selling the products is not so easy. If the factory wants to export its products to another country, the product must obey that country’s national technical law and regulation. Fortunately, there is a fast and effective road leads to ROMA: product certification can help them a lot and match their needs.The history of product certification in China is only 20 years. The product certification is an important step to enter the international market, and it can help the manufacturer make their products complying with the latest technical requirements, get the pass to the world market, and achieve enough reputation.Product certification process is also an important service. Service management is not only a science, but also an art. It needs theories to guide it, and it also needs special skills to attend to it. This paper uses the recent management theory, and analyses the market survey result, in order to know what the key factors for client satisfaction is.Conclusion: product certification is not only the simple test, but also a kind of service. During the product certification, the certification company informs the clients about the latest technical requirements, so that the clients can improve their product design to comply with the relevant export country trader company’s safety and performance requirement. And the mouth-to-mouth marketing method can help the certification company gain more clients also. This is a win-to-win status, and it can help the product certification market grow more.更多还原