Design On The Management System Optimization Of The Complaint Letters And Visits At Changsha Cigarette Factory

Abstract:Based on the theories of conflict management, communication management, management psychology and social psychology, this thesis analyses the features and causes of complaint reporting matters happening in Changsha cigarette factory. In the present situation, complainants in this factory request more sorts of benefits with aggressive manners, and they always gather a big group of people, which makes the management more complicated than before. And the thesis also points out that in the factory the letters and calls are underestimated, and there is not a systematic handling procedure. In connection with the problem of handling complaint letters and calls in this factory, the paper tries to give a solution, which is establishing a special management institution and a control program on serious risks, planning a standard procedure to deal with letters and calls, and designing effective communication method between employees and managers.At last, the thesis states the implementation measures how to carry out optimization, including, firstly, to make a realistic emergency plan for complaint letters and calls, secondly, to establish a management information system, thirdly to emphasize on coping with the sudden petition and complaint visits with big group of people, and lastly, to train employees of complaint reporting handling office in the factory.