Analysis Of Agilent Customer Service Process

MIT professor Michael Hammer, in the 1990s, first developed the theory of business process reengineering. After that, the concept of process management is widely used by academia. As is known to all, business process quality decides the company reaction speed to the whole ever-changing competition market. Therefore, business process improvement is the important method of enterprise expanding the market and maintaining competitive.This thesis first use observation investigation method. Arranged senior Agilent customer service center work staff to observe the workflow of Agilent customer service center to understand the operation situation of Agilent customer service center. After using the method of expert investigation, senior Agilent customer service experts established process analysis expert group, carried on the questionnaire survey to customer to analyze the situation. Use their experience and expertise to find out the root cause that exiting in work flow of Agilent company customer service center. Then sort the problem from the main factors affecting. Process analysis expert group established the most critical influence factors of customer satisfaction. Finally, seize these key factors and use six sigma theory and business process reengineering theory to improve the process of customer service center. Solve the problem of low customer satisfaction in trade repair services, long cycle of new instruments from order to the installation completion, long cycle of instrument quality certification and maintenance services.