A customer-centered engineering management system
As a nationally renowned professional engineering consulting service enterprise, the company's customer resources are spread throughout the country and extend to the Middle East and Africa regions. The company has established an increasingly complete engineering consulting service system and network, dedicated to providing customers with accurate, timely, enthusiastic and considerate services, and creating the greatest value for them.
In order to provide satisfactory services to the property owners, the company has compiled the "Customer Service Implementation Plan" in accordance with the ISO quality system standards. From the start of project operation, customer files are formed, and customer complaint handling methods and emergency plans for the project implementation stage and the warranty stage are formulated. Since 2010, the company's headquarters has established a dedicated customer service center. All 26 branches across the country have set up customer service positions and are equipped with full-time or part-time professional customer service staff. Customer service staff implement the "first inquiry responsibility system", responsible for service tracking, promptly accepting and handling all kinds of complaints from property owners, and striving to ensure the company's quality goals of "100% project qualification rate, 100% contract fulfillment rate, and 100% service satisfaction rate".
The company adheres to the principle of putting customer service at the center. The headquarters in Hangzhou organizes project assessment and inspection work over a hundred times a year. Meanwhile, each branch company assesses the projects under its jurisdiction once every quarter to ensure that customer service is extended to each branch company and every project. The establishment of the project assessment system keeps the company's supervised projects under control and reduces the risks during the project implementation process. In addition, in project management, each branch company actively responded to the inspections of local government authorities, promptly handled owner complaints, reduced negative notifications, effectively ensured the smooth and orderly operation of production work, promoted a virtuous cycle of production and operation, and gradually established a good reputation in markets across the country.
With the rapid development of Jiangnan and the implementation of more large and medium-sized, cross-regional projects, many new challenges have been brought to engineering management. Therefore, the company will further improve the customer service system, carry out customer service work in a planned and proactive manner, and strive to improve the quality of engineering consulting services and enhance the company's brand credibility.
