Research On Service Business Process Optimization At PSD Department Of A Software Company

Great changes have taken place in our world as long as the speedy development of Internet technology,the massive application of new technologies such as artificial intelligence,machine learning,Internet of Things(IoT),advanced analytics and blockchain has opened a huge world to us with full of business opportunities.Many enterprises are moving some or even most of their day-to-day operations and infrastructure to the cloud.According to analysts at Gartner:Cloud-free businesses of the future will be as rare as Internet-free businesses of today.As more and more enterprises moving forward to cloud world,how software service providers can meet the change of customer needs with a lower cost and accelerating customer digital transformation has become the key to stand out among many competitors.A Software Corporation is a German company founded in 1972.It is the world’s largest enterprise application software solution provider,serving more than 400,000 customers in more than 180 countries.More than 230 million of these are cloud-based users,and the cloud portfolio comprises more than 100 solutions and software suites across almost every industry.However,the service support after post sales phase keeps the same as the traditional On-premises system support,so it cannot meet the needs of the enterprise’s overall strategy and the service requirement from customers on their new cloud solutions.Taking the business process of PSD cloud products service support team in software A company as the research object,this thesis analyzes the current situation of the business process of PSD Service Department by leveraging different methods,for instance,the case analysis,literature research,questionnaire survey and employee interview.We have found that the business process of Preferred Success Service delivery team is lack of effective communication through different team or even internally,the service delivery quality is uneven,the service ability and efficiency of personnel are relatively low.At the same time,find out the root causes of the problems,including unreasonable organizational structure,relatively lagging personnel training,lack of pertinence of training content,lack of process details and non-intelligence of information system.On top of the further analysis of those process problems in PSD department,we leverage business reengineering theory and six sigma management theory to reach out the business process optimization through the integration of pre-sales and post-sales organizational structure,the improvement of process details and the establishment of intelligent early warning and monitoring mechanism of information system,the service process of PSD department is optimized,so as to improve both customer satisfaction,service quality and the team’s service efficiency.It is pretty sure that the research of this paper will be incorporated into the service process management system of the PSD department of A company’s cloud products,consequently,improve the subsequent renewing rate of cloud customers as well as the comprehensive competitiveness of A Software company.At the same time,A software company as a representative of traditional software service providers,the successful implementation of six Sigma management method through A company can setup a model role for other similar industry and willing to transform to a cloud operation mode.