| In China,the international freight forwarding agents had experienced a rapid development before 2008.However,with the arrival of international financial crisis,the competition between the international freight forwarding agents has become more and more fierce.Therefore,how to survive under this predicament has become the most concern of the management of international freight forwarding agents.In order to improve the situation of HS Ltd,this thesis,which studies on how to enhance customer service satisfaction of HS Ltd,combines the theory of customer service satisfaction with the Six Sigma theory.This thesis firstly makes a basic introduction of HS Ltd,and applies a SWOT analysis on it.Secondly,it studies on the status of HS Ltd and its'operating model in detail,also discusses the problems.Last but not least,it analyses the problems by Six Sigma method,which includes tools such as SIPOC,Pareto diagram and fishbone diagram,qualitatively and quantitatively.Through the implementation of Six Sigma,the company found two existing problems in the customer service process of HS Ltd,which is the Critical-To-Quality that affects customer service satisfaction,cargo damage rate and work communication is not high degree of smooth.After finding out CTQ,HS Ltd changes the operation contents of the operation department to reduce the cargo damage rate.It also adds the on-site supervisory control personnel,and changes the delivery time to avoid the loss of goods caused by the loading and unloading of violence.In order to improve the smooth of communication,HS Ltd sets up a new correlation assessment indicators for the sales department and the operation department to strengthen the sense of responsibility.At the same time HS Ltd has increased training on customer service to establish customer first philosophy in the front-line staff.Finally,through the implementation of the above program,the customer service satisfaction of HS Ltd has been increased and the competitiveness of HS Ltd has been enhanced. |
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