Study On Service Process Reengineering Of The Electrical Depart Of TX Enterprise

TX is a well-known third-party quality certification service company, electrical depart is one of the main business unit, the key of this dissertation focus on the service process reorganization of the department. In 2000, Electrical came into Mainland China to set up branch and engaged in electrical and electronic quality inspection certification activities, business developed rapidly in the initial period of the unit, had gotten the remarkable achievement. After the 2008 financial crisis, subject to the macro environment, industry competition and customer demand and many other factors, the department performance of growth is weak, with rising operation cost. However, the company’s management to the performance requirement of the department is still hopeful.Technology service industry has its oneself particularity, in addition to the fair attitude and rigorous style of work, more important is convenience, value-added and customer perception, which are critical of human factors, this dissertation firstly introduce the theory of the service marketing, quality certification, enterprise business process reengineering and so on. Focus on the basic theory and groundwork for subsequent chapters.In order to achieve the goal of organization, the management organized customer satisfaction survey and employee satisfaction survey, explore the internal and external reasons, in order to achieve the sustained growth of the company’s performance. Firstly, the dissertation introduce the Electrical of TX, which include current main business, the development of key, department structure and responsibility, and customer status, search the major problems with external and internal service process. Then mainly through the SIPOC method and ASME method for the analysis and debugging of existing process inside the company problems, based on the ESIA methods to improve existing processes, and on this basis put forward the scheme of process reengineering, and using the SIPOC method and ASME method to analyze it. According to the above research, gain the following conclusions:optimizing service process can improve customer satisfaction, the promotion of customs satisfaction has an important correlation with service staff management and organization framework, information technology is the basic guarantee of service process reengineering; The enthusiasm of the staff has an important correlation with business processes, staff management and the enterprise culture, etc.The business process reengineering involves organization structure, personnel responsibility, service process optimization and information platform of comprehensive application. Main purpose directly reflected in the promotion of customer satisfaction and employee satisfaction, in order to bring the sustained ascension of the department performance. Process reengineering is a dynamic process, it is necessary to make timely changes in the combination of internal and external environment, the business process reengineering is just a beginning, never end. The significance of this dissertation is to put forward a scientific system analysis method to BPR of quality certification service enterprise, and to provide reference value for the business process reengineering.