The Design Of After Service For CDMA Mobile Phone In HY City

Taking the HY city as background, the purpose of this research which based on studies of after service, outsourcing and performance appraisal is to resolve main problems about after service for CDMA mobile phone in HY city.This passage start up with the current situation about after service of CDMA mobile phone in HY city, then introduce the process and effects of after service before improvement. Basing on the process and effects, we analyze the main reasons which cause the problems, and take those reasons as basis for improvement.According to the main reasons causing the problems, we use the strategy of service outsourcing to outsource the after service of CDMA mobile phone which is a significant value chain for company to a Subcontractor that have some better capabilities in after service. It goes on and follow the steps as designing of the flow about after service, choosing Subcontractor, building the system of performance assessment and so on. We use KPI to pipe and abstract the key factors which effect after service, and plan some quantitative examining methods for these indexes. This makes the performance assessment to Subcontractors operable.In order to check the effect of improved design, we contrast and research the fore-and-aft evaluation indicator of after service and serving procedure. Research results indicate:the result index proves declining times undergoing accusations, the complaints about after-service spent on all the complaints also decrease; after-sales service process becomes easier and faster than it before improvement. By contrast the condition before improvement, the KPI of the Subcontractors'performance appraisal, just like the speed and manner, has raised.Based on the actual result, we know that specialization and performance appraisal are significant for corporate development, and it carries the frame of reference for operational activities of the enterprise.