Research On E Company's Sales And Service Process Reengineering

The theory of business process reengineering(BPR)is a hot topic in the management of enterprises in the 90s,and it is also one of the important topics that the management academic circle has been studying.Ford Motor Co,IBM and AT&T are the first pioneers to carry out process reengineering successfully.These multinationals have achieved rapid development in industrial performance by BPR,left competitors far behind.Due to the giant success with BPR,the others began to imitate,but most of the latecomers ended in failure.The failure rate was even up to 70%.The high failure rate of process reengineering has triggered the reflection of management scholars.Nowadays,with the coming of the information age,the theory of BPR is endowed with more meanings.From organizational transformation to corporate culture reconstruction,the theory of BPR has always maintained its advanced nature,and it is still thrived today.This paper is combined with the business background of E company,described thebusiness process status of E company's sales and service,and analyzed both the problems and the reasons under E company's product sales,distribution channel management,service maintenance,after-sale services,salary performance with the fishbone diagram tool and used the performance-importance matrix to output the business process that needs to be improved.In the end,both the brainstorm and benchmarking methods plus quantitative analysis was adopted to identify the bottlenecks in existing processes and to put forward the corresponding scheme of business process reengineering.It is hoped that this study can provide some references for enterprises who prepare to implement the process reengineering.