Contract Order Management Based On Customer Satisfaction Improvement

From the China’s reform and opening up policy to today’s economicglobalization, the elevator industry has grown out of nothing and expanded to a largeindustry and gradually perfecting the process of development. With the rapiddevelopment of the real estate industry of China, elevator industry grows very quickly.In the near future China will certainly dominate the international market in elevatorindustry.The paper analyzes the order delivery status regarding Bluelight Otis ElevatorTraction Machine Company as research object and customer satisfaction as priority.From BOMCO customer complaints on order delivery issue, the paper states thatOrder Management system is an important and indispensable part of company supplychain. In order to improve customer satisfaction we should pay much attention onpre-sale service, understand what kind of products and service the customer reallyneed, and consider “customer is god” as core value.The paper contains6chapters and studies on the problems appear in the processof Order Management by adopting order implementation process under GSCF frame,VSM analysis of lean production and pull production as guideline. In the meanwhilethe paper targets waste reducing in the process of management to ensure the partswhich customer pay are all value-added. In addition the paper adopts managementmethods of order implementation and makes analysis from strategic and operationallevel to work out a series of programs and measure which can optimize and perfectOrder Management system.In the last, the examples of order delivery issue are presented to illustrate thebenefit of optimized Order Management process system and management method,and thus to better improve customer satisfaction.