Study Of B Company’s Project Based DMAIC Method For After-sales Cost

Control of customer service cost is one of the effective ways to improve profits. Especially competition between enterprises is becoming more and more intense, forcing enterprises to extend the product service after sale service chain, and the proportion of the cost increase gradually, so more and more enterprises pay attention to it. Especially in technology intensive industry, its products of high technological content, production process is complex, involving many aspects, therefore, the product after sale service is also very complex, resulting in customer service cost is higher, therefore, the enterprise in order to obtain greater profit space, reduce the after sale service become the urgent problems to be solved. This thesis takes B Company as an example, aiming at the problem of customer service cost control was studied.First, I conducted a survey of domestic and foreign literature, understand the current cost management status, and research all kinds of cost control methods, through comparative analysis; DMAIC management is more suitable for the control of the B company customer service cost. DMAIC management method based on data and facts, get rid of the traditional organizational function as the starting point of the idea, can eliminate waste, reduce variation, in order to achieve cost reduction.Then, according to the B company’s higher customer service cost of the status quo, analysis. The main customer service cost is the cost of scrap, repair material cost, logistics cost, cost of repair center. Using DMAIC method were studied and explored for more customer service cost, puts forward the process improvement, to strengthen the staff education, replacing operation technique solutions, the effective control of the B company customer service cost.Finally, analysis of customer service cost optimization of B company by using DMAIC method, were improved from all aspects of design, production, repair, created after sale service process optimization, to reduce costs after sale service of B company at the same time, improve customer service satisfaction, and achieved good results.