Research On Order Management Process Improvement Of A Shared Service Centre

With the globalization and the changing of the market, customer demand is increasing constantly. And end to end service has become new service concept in the current market. Currently there are a lot of companies put more and more effort to improve end-to-end services for getting customer satisfaction.As the key process of business, order management process directly affects quotation, business negotiation, signing a contract, service or product delivery, after service and customer relationship management process. And it has been caused high attention. The continuous improvement and innovation is not only helping provide quick end to end support, but also improve efficiency, cost-saving and the reputation of the company. In the meanwhile company will get competitiveness by satisfying customer demands and add more value to customers when properly managing and optimizing order management procedure.The thesis briefly summarizes the theories about order management, business process management as well as end to end service. And provide suggestions and proposals for improving end to end business service. Firstly, according to the current situation of A shared service center and the results from customer satisfaction and voice of workforce survey, find out the gaps between the current situation and the customer satisfaction. The gaps will help us to find the problems in our process. And then using business process management methodology to identify all of the influence factors and analyze main reason (root cause) for end to end turnaround time delay. Finally, based on main reasons analysis and the situation of A shared service Centre provide suggestions and proposals on improving the end to end business service and customer satisfaction.