Research On Optimization Of Customer Service Process Of Company I

At present,the machine tool industry has gradually entered the precision production mode,and customers’ requirements for response speed and technical ability have been gradually improved.What they are concerned about is not only the product itself but also the solution.Driven by the development and upgrading of the manufacturing industry,facing of the global economic changes and the increasingly fierce competition among enterprises,how to deepen the market,continue technological innovation,gradually improve the customer service system,and respond to customers faster has become the new goal of the development of the machine tool industry.To improve customer response speed and establish a sound customer service system,we must optimize or reengineer the customer service process.The specific research work mainly includes three aspects:First,diagnose the customer service process of company I.In the beginning,summarize the general situation and development process of company I,sort out the organizational structure,then analyze the processes one by one,sort out the current situation of each process and draw the existing flow chart.Finally,use the causal analysis method to analyze the purpose,cohesion,cycle,information exchange,service quality,tool use,cost,personnel and performance one by one Make fishbone diagram,clearly find out the problems existing in the process,and finally diagnose the root cause of the process problems;Second,optimize the customer service process of company I.In the beginning,through SWOT analysis,I company’s strategy is analyzed and re selected,from the advantages,disadvantages,opportunities and threats,so growth strategy is selected.Then according to the strategy of the process value chain analysis,through the construction of Porter value chain model,confirm the basic process and auxiliary process of company I,analyze the basic process,identify value-added activities,core activities,non-value-added activities.Finally,using the method of ESI A to clear,simplify,integrate and automate each process in turn,eliminate non value-added activities,optimize core activities and value-added activities,and finally design a new process that meets the development needs of company I and draw a flow chart;Third,we should formulate the process optimization plan and implement the safeguard measures and evaluate the effect.In the beginning,risk identification and risk analysis are carried out for the new process,and risk measures are formulated and re-evaluated for the identified risks.Then,the optimization scheme is formulated to implement the safeguard measures,which are respectively formulated from the four aspects of enterprise environment safeguard,organization safeguard,human resource safeguard and information technology safeguard.By comparing the time before and after the process optimization,the circulation efficiency is calculated,and then the effect of the new process is evaluated.Finally,PDCA continuous improvement method is used to continuously improve the new process,so that the process optimization can continue.I hope this study can provide some reference for the implementation of process optimization enterprises.