A Research On Long Distance Calls Dispatching Process Reengineering In D Company

The requirements for traditional manufacturers is getting higher and higher with the rapid growth of the global economics and the severe competition, that it request for more on cost control, products and service quality. D Company is famous for manufacturing, designing and sales in client and enterprise computers. But it has set foot in high end computer market, producing and selling server, data storage and network devices as well. D company’s products include such peripherals as software, printers and so on. However there still remains improvement for the current service process. In this paper, firstly, the thesis summarizes current service industry where D company is located and elaborates the theory of business process reengineering, which provides theoretical foundation and bedding for the follow-up process reengineering. Secondly, integrating the company’s business development strategy, it makes an meticulous analysis on current service management model and sums up the existed problems and issues. And based on the analysis result of business process it puts forward a practicable scheme of process reengineering which suits D company well. The process reengineering scheme includes setting up a reengineering project team, service process, assessment system improvement and so on. The scheme will be beneficial to D Company on the aspect of reducing service cost of itself and the vendors, quickening response speed and improving service level, tightening the business relations between D Company and the vendors, as a result, it has reached an outcome of3-wins, the vendors’, the customers’and itself. After the service process is reengineered, the thesis analyzes the feasibility, difficulties will be encountered while providing relevant solution. Confirmed by Finance, the cost saving rate has been improved from17.24%to28.33%and travel cost has been reduced USD345,273in2013. All measurements on service quality were improved as well, especially the ETA Compliance, which was increased from82.80%to90.45%. The research of the service process reengineering in D Company not only improves the service process, reducing further it’s cost and promoting its leading superiority in the field of after sales, but also is another try of Business Process Reengineering in the service lines of business. It can be used for some reference in optimizing the internal&external resources in the service industry to provide more efficient and convenient service to the customers.