A Case Study On Business Process Optimization For After-sales Technical Support Of N Company

With the rapid development of modern service industry,the gradual formation of economic globalization,enterprises have to make adjustments to meet needs of customers.With the continuous growth of N company's global market,branch offices all over the world,regional,cultural diversity are the way of working in N company.At the same time,the customer's demand for services is also constantly improving,not only to meet the needs of users,but also hope that the company can provide more care for customers and the corresponding value-added services.This paper combines the current status of N company Dalian Branch,aiming at the existing process of technical support division in N company Dalian Branch.In-depth analysis of passive process of services flow,customer survey does not meet company requirements,cumbersome escalation process during duty time and too many inbound ineffective/Non-technical case.Through the process management theory,service management theory and the Six Sigma management method,the N company TSE's business process activities are evaluated and analyzed,and the non-value-added business activities are optimized.At the same time,we find some issues regarding the low level of automation in the After-sale process.Management team and technical support engineer discuss the improvement methods by telephone callback and email visits,technical support engineers and management team brainstorming to understand the specific gap between customer experience and customer expectations,combining n company's existing processes,through technical methods,including reducing non value-added links,using existing automatic tools.No conflict with the existing process of the company,optimizes the process,eliminates the non-value-added process,and proposes the optimization of the organization structure,and shorten the customer problem pending time,improve customer satisfaction,improve efficiency and reduce unnecessary links in internal process processing,so that technical support engineers have more time to participate in new technology training,improve technical capabilities,improve customer satisfaction.It provide a reference ideas and methods for traditional IT enterprises in the transformation idea.