Application Of Six Sigma Management In Customer Service Of Tobacco Companies

With the development of society and the intense competitive, thetobacco industry is confronted with unknown challenge and opportunitiesof the market, the tobacco companies transforms to the customer orientedenterprise. The establishment of the perfect customer service system, andthe using of Six Sigma management theory to improve the quality ofcustomer service of the tobacco companies are very important in order toenhance customer satisfaction:(1) By using the scientific, effectivequantitative method, we can analyse and improve service process oftobacco companies, and reduce the defect, shorten operation cycle, reducecost, improve customer satisfaction, its fundamental purpose is to promotethe transformation to the customer-oriented enterprise, improve the corecompetitiveness of tobacco companies;(2)Through the implementation ofSix Sigma management process, we can make the tobacco companiesmanagement, so as to establish a tobacco companies excellent servicesystem, encourage tobacco companies management with internationaladvanced management standards;(3) It can improve the employee’sworking efficiency of the unit time, do the elimination of overtime work,improve the working environment. Therefore, this paper based on detailedanalysis of a tobacco companies customer service process, from customervisits in two aspects of work flow, work flow, the application of Six Sigmamanagement theory, combined with field observation, field investigation,experience summary method, points out the existing problems in thecustomer service process, identify the key factors analysis, measurement,influence the quality of customer service, to determine the need for improvement or innovation service process. On this basis, adopt scientificmethod to carry out improvement or innovation process optimization, putforward suggestions and opinions, and continuous improvement, improvecustomer satisfaction, improve the work efficiency and the workenthusiasm of customer manager.