Business Process Improvement Of After-sales Service Process For D Company’s Automatic Identification And Data Capture (AIDC) Products Distribution Business

The basis of this paper is to create an optimized after-sales service framework for D company which runs distribution business for Automatic Identification and Data Capture (AIDC) products. Due to growing complexities in business-to-business products, the D company has undergone some crucial problems in the after-sales process. Problems such as cumbersome work flow, unstructured personnel arrangement, low input-output ratio, communication problems, high cost pressure, unhealthy outsourcing service management, and lack of after-sales tracking and evaluation system are related to an expecting bundle of values that come with the product which will satisfy the buyers. Thus, this research was design to help D company overcome the limits so as to improve its after sales performance.By identifying and diagnosing all core segments in the whole after-sales process, and a full consideration of the specific circumstances and technology level of this company, a strategic integrating framework was created based on the theory and method of Business Process Improvement (BPI), and combined with the values from people-oriented principles. The key processes should be improved includes:1. To simplify the application procedure, especially increasing the one-time acceptation rate of A/S applications; 2. To further utilize the management information system, so that the technical support procedure will be optimized from the reduction of repeated tedious work and those low value works.3. To establish a valued online outsourcing service system to improve A/S efficiency; 4. To create a real-time response, evaluation and timely tracking mechanism for ensure a stable service quality. At last, this study puts forward some detailed requirements on the establishment of information system, as well as some feasible suggestions on the adjustment of the organizational structure.According to this paper, many advantages can be gain from the implementation of designed scheme that proposed by this paper, for the target company, the stability of after-sales service of could be improved. In addition, it would enhance working efficiency while reduce operating costs. Furthermore, the data sources in the A/S information system can be used for the further decision making or strategies making reference usage, and lays the initial groundwork for future research.The practical significance of this research is to improve the after sales efficiency and customer satisfaction, while reduce the after sales service cost in the D company’s AIDC products distribution business. The theoretical significance of the study is to provide some reference and guidelines for the service management works in the similar enterprises in China.