Improving the Customer Service Process in an Industrial Company

Loss of customers due to unsettled internal processes is a common problem for companies of various sizes and areas of activity. This is due to the low quality of such processes, which affects not only the quality of products or services, but also customer satisfaction. This work is devoted to the development of practical recommendations and measures to improve the process of customer service for civilian marine products of the industrial company PJSC "PNPPK", where, due to the long process of customer service for these products, purchase refusals are increasingly occurring. Process research was conducted using company records, semi-structured interviews, participatory observation, timing, SERVQUAL methodology, Ishikawa diagram, and the 5 Why method. Subsequently, the main problems of the process and the reasons for their occurrence were identified. To eliminate them, recommendations were developed to improve the process. Based on the recommendations, the TO-BE process was modeled, as well as a regulation for the implementation of this process and a program of measures for its implementation were developed. As a result, by implementing the TO-BE process in a company, one can expect to see improved customer satisfaction and sales volumes.