使用DMAIC方法的B公司售后成本控制项目的研究

发布时间：2018-04-19 06:08

本文选题：DMAIC方法 + 项目管理　；参考：《中国科学院大学(工程管理与信息技术学院)》2013年硕士论文

【摘要】：售后成本的控制是提升企业利润空间的有效方法之一。特别是随着企业间的竞争越来越激烈,迫使企业必须延伸产品服务的链条,而售后服务成本的比重也逐渐增加,因此越来越受到企业的重视。尤其在技术密集型产业中,其产品技术含量高,生产工艺复杂,涉及环节众多,因此,产品的售后服务也十分繁杂,造成了售后成本较高,因此,企业为了获取更大的利润空间,降低售后服务成本成为必须解决的问题。本文以B公司为例,针对售后成本控制问题进行了研究。首先,本人对国内外文献进行了调研,了解到目前成本管理发展现状、并调研了各种成本控制方法,经过比较分析,DMAIC管理方法更加适合B公司售后成本的控制。DMAIC管理方法以数据和事实为依据,摆脱传统的以组织功能为出发点的理念,有效消除浪费,降低变异,从而实现成本的降低。然后,针对B公司售后服务成本较高的现状,进行了分析。主要的售后成本是报废成本、维修材料成本、物流成本、维修中心成本等。采用DMAIC方法分别对以上售后成本进行了深入的研究与探索,提出了工艺改善、加强人员教育、更换作业手法等解决方案,有效的控制了B公司的售后成本。最后,利用DMAIC方法对B公司售后成本优化分析,分别从设计、生产、维修、品质等各个环节进行改善,创建了售后服务流程,在降低B公司售后服务成本的同时,提升了客户服务满意度,取得了较好的效果。
[Abstract]:After-sale cost control is one of the effective ways to improve the profit space of enterprises.Especially with the fierce competition among enterprises, enterprises must extend the chain of product and service, and the proportion of the cost of after-sales service is increasing gradually, so they pay more and more attention to it.Especially in the technology-intensive industry, its products have high technology content, complex production process and numerous links. Therefore, the after-sale service of the products is also very complicated, resulting in high after-sale cost, so,In order to gain more profit space, it is necessary to solve the problem of reducing after-sale service cost.This paper takes B Company as an example to study the problem of post-sale cost control.First of all, I have carried on the investigation to the domestic and foreign literature, has understood the present cost management development present situation, and has investigated each kind of cost control method,Through comparative analysis, DMAIC management method is more suitable for B company after-sale cost control. DMAIC management method is based on data and facts, gets rid of the traditional concept of organization function as the starting point, effectively eliminates waste and reduces variation.Thus, the cost is reduced.Then, in view of B company after-sale service cost higher present situation, has carried on the analysis.The main aftermarket cost is scrap cost, maintenance material cost, logistics cost, maintenance center cost, etc.The DMAIC method is used to study and explore the after-sale cost, and some solutions, such as improving the process, strengthening the personnel education and changing the working methods, are put forward to effectively control the after-sale cost of B Company.Finally, the DMAIC method is used to optimize the after-sale cost of B Company, which improves the design, production, maintenance, quality and so on, creates the after-sales service process, while reducing the after-sales service cost of B Company.Improved customer service satisfaction, achieved better results.
【学位授予单位】：中国科学院大学(工程管理与信息技术学院)
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F275.3

【参考文献】