The Pk Asia Pacific Region To Share Customer Orders Service Center Management And Operation Research

In the 1990's, with the rapid development for globalization and more severe competition, the multinational company is seeking for internal resource and at the same time, it increases the utility and allocation to the international resource. The characteristic for multinational company is globalization, consolidation, merger and conformity. It requires the company running business with standardization to keep the advantage of competition. One of the effective ways is reducing the cost and improve the efficiency. As for a company, building up an shared service centre (SSC) is one of effective ways to facing the challenge and keep the value increasing.RK company was set up in May, 2007. The previous is Kodak Health Group. In order to offer better service and reduce the operation cost, the management team decided to set up 3 SSC in America, Asia and Europe. It centralizes some of the back office functions scattered in separate countries. America SSC address is Guadalajara in Mexico. From Apr .2008, all of USA & Canada's customer order service dept.'s operation running are centralized in this SSC. European SSC is outsourced to a famous India service outsourcing company—Wipro. It will start to run from Apr.2009. APAC SSC's address is in Shanghai. A new legal entity—RK Asia Pacific Management (Shanghai) Co., Ltd.The study object is Customer Order Service(COS) in SSC. The service scope is not only to internal customers, but also to external customers. The paper focus on the problems and how to overcome the difficulties when running COS. The current status is studied from process management, IT system, organization structure and human resource management. And the improvement actions are raised through the theory from service operation management and Balanced Score Card. Outsourcing is an alternative for SSC. The paper analyzes the hot topic and the feasibility study for the trend of COS- outsourcing. And it also gives the conclusion that if it is suitable for outsourcing in current status and outsourcing steps.The paper is divided into 7 chapters:Chapter 1: The background and meaning for the paper. Chapter 2: Current status analysis for COS. It states the main issues and analyzes SWOT.Chapter 3: Process study for COS. Raise the improvement actions through the principle for process management.Chapter 4: The analysis for COS organization structure and human resource management. After SSC was set up, it states any changes from organization structure and what are the advantages and disadvantages. It also gives to another conclusion that how to manage the team under the changes from the process and organization structure.Chapter 5: How to improve COS management level strategy. According to Balanced Score Card principle, how to improve the service level through raising index for customer, internal operation and organization learning and developing.Chapter 6:The feasibility study for the trend of COS . In this chapter, it expounds and analyzes the model and risk for outsourcing. The conclusion is it is suitable for outsourcing, but outsourcing is a developing trend.Chapter 7: Conclusion and expectation...