基于客户服务的手机售后维修流程的再造的研究
发布时间：2018-08-24 15:56
【摘要】：流程再造,严格的意义上讲是一种设计企业的流程的一种方法。但这种方法却是最根本地和彻底地。企业通过流程的再造可以使其在一些关键指标上,比如质量、成本、服务和速度等方面取得显著的提高和实现质的飞越。流程再造理论的发展也越来越广泛并创造性的开创了很多新的名词和理论,它与战略理论融合,创造性的提出了战略流程；和信息技术融合变成了电子商务,而电子商务却是ERP理论的基石和发展的前提；和供应链及跨组织融合形成跨组织的业务流程再造。也有显著的向流程管理发展的趋势。流程再造应用非常广泛,先后在制造业,信息行业,工业等等行业应用,并取得了骄人的成绩。同时流程再造,在手机行业的生产,供应链管理中应用也非常广泛,但是再售后行业的应用却少之又少。本文的研究方向就是要基于客户服务的手机售后维修流程的再造的方向进行研究。 本文以索尼爱立信公司为例,在充分了解国家行业政策,网络化环境的大背景下,通过梳理公司现有的流程体系,引入网络化和数据库管理模式,将现有流程进行流程梳理和重组从而达到精简流程,提高效率的目的,流程优化后系统合三为一,为系统维护带来了不少收益,同时通过模块化管理高效的提升了企业效益。 论文分为六章,第一章节简要介绍了手机行业售后服务的现状及背景,课题研究的意义。第二章文献综述,阐述国内外研究状况。第三章以索爱公司为例,介绍其手机售后服务管理流程,维修流程介绍,组织架构。第四章简述索爱手机售后服务常见的问题分类。第五章,通过应用DMAIC模型对售后服务流程进行优化与改造。第六章总结与展望。
[Abstract]:Process reengineering, strictly speaking, is a method to design the process of an enterprise. But this method is the most fundamental and thorough. Through the process reengineering, enterprises can achieve significant improvement and achieve a qualitative leap in some key indicators, such as quality, cost, service and speed. The development of process reengineering theory is more and more extensive and creatively coined a lot of new terms and theories, it merged with the strategic theory, creatively put forward the strategic process; and the integration of information technology into electronic commerce, However, E-commerce is the cornerstone of ERP theory and the premise of development, and the integration of supply chain and cross-organization to form cross-organizational business process reengineering. There is also a significant trend towards process management. Process reengineering is widely used in manufacturing, information industry, industry and other industries, and has achieved remarkable results. At the same time, process reengineering, in the production of mobile phone industry, supply chain management is also widely used, but the application of aftermarket industry is rare. The research direction of this paper is to study the reengineering of mobile phone aftermarket maintenance process based on customer service. This article takes Sony Ericsson as an example, under the background of fully understanding the national industry policy and network environment, through combing the existing process system of the company, introducing the network and database management mode. The existing process is combed and reorganized to streamline the process and improve the efficiency. After the process optimization the system integrates three into one and brings a lot of benefits for system maintenance. At the same time the efficiency of the enterprise is improved by modularization management. The thesis is divided into six chapters. The first chapter briefly introduces the current situation and background of the after-sale service of mobile phone industry, and the significance of the research. The second chapter is a literature review, expounding the research situation at home and abroad. The third chapter takes Sony Ericsson as an example to introduce its after-sales service management flow, maintenance process and organization structure. Chapter four briefly describes the classification of common problems in after-sale service of Sony Ericsson mobile phone. The fifth chapter, through the application of DMAIC model to optimize and transform the after-sales service process. Chapter six summarizes and prospects.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F273;F416.63
本文编号：2201306
[Abstract]:Process reengineering, strictly speaking, is a method to design the process of an enterprise. But this method is the most fundamental and thorough. Through the process reengineering, enterprises can achieve significant improvement and achieve a qualitative leap in some key indicators, such as quality, cost, service and speed. The development of process reengineering theory is more and more extensive and creatively coined a lot of new terms and theories, it merged with the strategic theory, creatively put forward the strategic process; and the integration of information technology into electronic commerce, However, E-commerce is the cornerstone of ERP theory and the premise of development, and the integration of supply chain and cross-organization to form cross-organizational business process reengineering. There is also a significant trend towards process management. Process reengineering is widely used in manufacturing, information industry, industry and other industries, and has achieved remarkable results. At the same time, process reengineering, in the production of mobile phone industry, supply chain management is also widely used, but the application of aftermarket industry is rare. The research direction of this paper is to study the reengineering of mobile phone aftermarket maintenance process based on customer service. This article takes Sony Ericsson as an example, under the background of fully understanding the national industry policy and network environment, through combing the existing process system of the company, introducing the network and database management mode. The existing process is combed and reorganized to streamline the process and improve the efficiency. After the process optimization the system integrates three into one and brings a lot of benefits for system maintenance. At the same time the efficiency of the enterprise is improved by modularization management. The thesis is divided into six chapters. The first chapter briefly introduces the current situation and background of the after-sale service of mobile phone industry, and the significance of the research. The second chapter is a literature review, expounding the research situation at home and abroad. The third chapter takes Sony Ericsson as an example to introduce its after-sales service management flow, maintenance process and organization structure. Chapter four briefly describes the classification of common problems in after-sale service of Sony Ericsson mobile phone. The fifth chapter, through the application of DMAIC model to optimize and transform the after-sales service process. Chapter six summarizes and prospects.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F273;F416.63
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