Study On Oversea Service Business Process Optimization Of H Company

The product of H Corporation is the leading brand and with top sales volume in home appliance industrial globally.And H company develop its business to oversea market in earlier year compare with domestic company.Now the oversea market sales revenue contributes 42% of total and all of them comes from private brand.Oversea service always is a key component of marketing strategy in H company,it is a key guarantee for the consumer's good reputation.Leading after sales service in the market is the brand value added need.To optimize the service process has a crucial meaning for the strategy and achieve the target on increase customers satisfaction rate,improve the service process efficiency and take control of the service cost.The thesis initially reviewed related knowledge and theory briefly,major on process optimization,business process reengineering and service outsourcing.Then in AS-IS investigation stage,the author focuses on the business process study of 3 core department which are customer care center,work order management and parts supply chain.The author has done this study through management interview,onsite visits,meeting with the core manager in the department and workshop.Summarize the issues and make conclusion on the root cause after analysis.In customers care center the top problem summarized as 1.Missing of standard service process 2.Missing of the performance evaluation system for the Representative 3.No consolidated IT platform.In work order management the top problem summarized as 1.Low ability on Service vendor planning 2.Missing of the vendor management process 3.Incomplete word order process 4.lack of the service engineer's management process.In parts supply chain,the top problem summarized as 1.low supply chain network efficiency 2.Inventory lost due to poor management 3.Incomplete process in supply chain.The following stage is TO-BE design,firstly confirmed the process optimization target and service strategy.Provide the design blue print and solution for 3 department's business process.In customer care center,1.Set up the standard service process 2.Provide the visibility on Representative's key performance 3.Construct consolidated platform base on the new process.In work order management,1.Set up in-house and outsource decision model 2.Set up vendor lifecycle management process 3.Improve process completeness on the key controlling point 4.To Improve Technical support on engineer's performance.In parts supply Chain,1.re-org the supply chain network 2.Outsource the non-core business 3.Improve process completeness on the key controlling point.At last,the author presents 4 guarantee solutions to make sure process optimization carry out smoothly.Initially is organization guarantee,to set up the matrix project report organization,design the performance system.Secondly,re-design the performance system both on KPI structure and incentive reaction.Thirdly,explain how to use enterprise culture ensure the process optimization result as expectation.Finally,IT system go-live needed business preparation,also explain the consideration of design the common mid platform for rollout globally efficiency.