Study Of Application And Countermeasure Of After-sales Service In MT Company

With development of communication technology and more and more of manufacturer start to build cellphone, the competition in the mobilephone is becoming harder. The margin of mobilephone for manufacturer also be more lower than before. The result for competing price should be loss-loss situation, so the munufacter begin to seek other ways to increase profit and get more market share, such as cost reduction, more new product lauch. Regarding cost reduction, not only focus on traditional area—material cost; labor cost;conversion cost etc. but also on after-sales service area. We need reform or make some change on the management of after-sales service to meet the change of invoirment and need of development of enterprise.The Industrial Engineering, Management theory, 6 SIGMA management methodology and Statistics are utilized in the dissertation to deeply analyze and summarize the situation of after-sales service management of MT company. There are 5 chapters in the dissertation. Chapter one is introduction,which introduce the background,significance and related theory of the topic; Chapter two elaborate the related theory of service and use modern management skills to solve the"bullwhip effect"issue which also happened in after-sales service area.Charper three introduce the current status of MT company and history of after-sales service department of MT company, the main chanllenge which faced by after-sales service of MT company is Cost Control. Chapter four elaborate the theory of 6 SIGMA management, use a methodolody–DMAIC to reduce cost for 15days'replacement in backend support team.Chapter five also use DMAIC to reduce return units for 15days'replacement at the frontend in the service agent. Summarize the benefit and disadvantage for using 6 SIGMA and provide proposal for this.One renovation in the dissertation is link the 6SIGMA with service operation.Find a way for cost reduction from previous cost center—after-sales department. The research is important and valuable to theory and execution.