Research On Business Process Improvement Of Industrial Division Of TB Company Based On Customer Satisfaction

In recent years, with the rapid growth of globalization and international trade, the Third Party Inspection and Certification services market has been became one of the best market which have fastest growthing and have best prospects in China. With the almost20years development, China has become the second largest market of Third Party Inspection and Certification after the USA in the world, and the market has been changed from the seller’s market to buyers, especially in the international business it has been become a compeletely competitive market. As a typical professional services industry, how to equiped with the best market plan to growth the business is on the desk of the Third Party Inspection and Certification companies, they are reviewing their market strategy, start to focus on the customer satisfaction, to make a customer services focused and market oriented market plan.It is matured of the customer satisfaction research in Europes and United States, and it is widely accepted by enterprises, to win the market by achieving the customer satisfaction is the core of the operations of enterprises. But how to improve the customer satisfaction? The research will be based on the Process theory of7P services marketing combination strategy and Business Process Improvement(BPI) theory, to optimize the business process to improve the efficiency, then finally to improve the customer satisfaction, it is one of the most effective ways to enhance the market competitiveness of enterprises.The research used the customer satisfaction and BPI theory to study the operations of Industry Division in China of TB group, a leading Third Party Inspection and Certification company in the world. Firstly, the research described the history and current situation of Third Party Inspection and Certification industy and its characteristics of the market. Secondly, the research analysis the problems of business flow chart and related managment issues of Industry Division, then make the conclusion that Industry Division must improve the business flow chart, the core of the research is to study how to improve the market and business process, and study to make a improvement proposal, finally to make the assure policy to execute the new business process in Industry Division.The result of the research will be benefit of Industry Division of TB group to improve the operation performance to enhance the market competitiveness. And for all the Third Party Inspection and Certification industry, the research will be a good reference to improve the business process to enhance the efficiency with cost down, then to enhance the customer services and finally to win the market.