The Study On Business Process Improvement Of The Mining Machinery Enterprise Based On Customer Satisfaction

In recent years, with the decrease in national coal needs and decrease of price, the development of mining machinery enterprises changed from prosperous a few years ago to insipid, profit is reduced. At the same time, the similarity of coal machinery function and likeness of technology cause increasingly fierce competition. If Mining machinery enterprises want to obtain lasting position in the furious market, they must strengthen the cultivation in their ability. And one of the effective ways to improve the competitiveness of enterprises is to reinforce the management for customer and improve customer satisfaction. In practice, most companies are willing to choose Business Process Improvement to improve customer satisfaction. Besides, Enterprises can improve their efficiency and customer satisfaction through the reorganization and optimization of internal processes.This paper mainly adopts three steps(to find problems, to analyze problems, and to solve problems) to discuss how to improve coal machine companies TD customer’s satisfaction by using Business Process Improvement. In this paper, the author firstly introduces the current situation of coal industry and TD Company. From the introduction, we get to know that the current coal market is floundering and the competition is fierce. Only by enhancing their own ability, mining machinery enterprises can secure benefits and customer. Based on the introduction of some typical customer satisfaction measurement, mining machinery enterprises can built a customer satisfaction assessment model which is suitable for the actual situation of TD company, and also for the setting of customer satisfaction questionnaire. Secondly, they can use the flow optimization techniques; establish the customer service department of TD Company and to standardize the customer service process, to guarantee process optimization. On the basis of the satisfaction evaluation model, the customer service department has targeted to select a part of the customers in the form of customer satisfaction questionnaire. After an analysis of that questionnaire, they come to the conclusion that the main affected factors of TD Company customers are “after-sales service promptness”, “the order delivery”, and "the transportation of goods". Thirdly, analyze and comb the overall three factors of customer satisfaction service process, draft the current flow chart by using process chart VISION software, find out the existing defects in no value, non value added activities and existing processes using the key success factor analysis, ASME method. Finally, assess the customer’s satisfaction to the process optimizing and process optimized by using the flow optimization techniques and related concepts. And then concluded the new process which can significantly increase the customer’s satisfaction.In this article, through the understanding of TD company customer satisfaction situation, use the Business Process Improvement and related concepts to optimize the process which affects customer’s satisfaction, therefore to improve the enterprise customer satisfaction, providing guarantee for enterprises to gain market competitiveness. Based on the conclusion of this assay, applying this Business Process Improvement to solving enterprise operation’s practical problems, not only can effectively improve the customer satisfaction, but also can be used for reference by other companies in the same industry.