The Application For After-Sales Maintenance Process Optimization Of A Company Based On DMAIC Model

In recent years,the Chinese government has strongly supported the development of flat panel display industry.Under this circumstance,several state-owned LCD panel and liquid crystal module manufacturing enterprises had found which caused the competition of flat panel display industry became more and more fierce.Besides,along with the continuous improvement of customer demand,non-diversified products were not appealing to customers any more.Many manufacturing enterprises have awaked to the importance of “Customer Satisfaction” and began to search the approaches to improve customer service quality.Thus,both the competition in the external environment and the internal needs of self-development were forced A company to improve customer service quality and maintain customer satisfaction.To solve the problem of A company’s quality defects of after-sale service,and improve the customer satisfaction degree,process optimizes was conducted based on the DMAIC model.The main research contents include: discovered CTQ based on QFD and set the improvement goal of after sale service;draw the Value Stream Mapping to reveal the main non-value-added steps caused the waste time of after-sale maintenance process and figure out the main factors that affect the time of after-sale maintenance process through FMEA and Pareto chart;propose a series of optimization approaches such as redesign of after-sales maintenance process and break the bottleneck process etc.Though after-sales maintenance process optimizing,the maintenance time was effectively shortened.And by reducing maintenance time,the after-sales service quality was improved and customer satisfaction and loyalty was enhanced so as the competitiveness of A Company.This thesis explores the application of Lean Six Sigma DMAIC model to optimization of after-sales maintenance process of A company.It has a certain reference significance for electronic product manufacturing enterprises to optimize the after-sales service process and improve the customer satisfaction of after-sales service by using DMAIC model.