基于提高客户满意度的合同订单管理

发布时间：2018-01-03 04:12

本文关键词：基于提高客户满意度的合同订单管理　出处：《天津大学》2013年硕士论文　论文类型：学位论文

【摘要】：从改革开放到经济全球化的今天，电梯行业的发展经历了一个从无到有，，从有到多，从多到精的漫长过程。伴随着我国房地产行业的迅速发展，电梯行业也不断地壮大起来，届时我国电梯行业将在全世界中占据强有力的市场地位。本文以蓝光奥的斯电梯曳引机（天津）有限公司作为研究对象，从提高客户满意度的角度出发，对合同订单交付情况着手进行分析。通过2011年蓝光奥的斯电梯公司订单交付问题所引起的客户不满作为铺垫，说明合同订单管理体系是企业供应链中一个既重要又不可或缺的组成部分，要提高客户满意度水平，必须从售前服务开始，真正的了解客户的需要的产品和服务，将客户就是上帝作为公司的核心价值观。全文共分为六章，将GSCF框架下的订单履约流程，精益生产管理中的价值流图析和拉动式生产的理论作为指导，对蓝光奥的斯电梯曳引机公司在合同订单管理过程中存在的问题进行分析和研究，将减少管理流程中的浪费作为方向，确保做到客户买单的部分都是流程中增值的部分。另外，本文还运用订单履流程中的管理方法，从战略层级和运营层级进一步解析，制定出一系列优化合同订单管理流程的方案和措施，更加完善流程体系。最后，本文通过优化完善后的流程体系及管理方法对蓝光奥的斯曳引机公司的订单交付问题的实际案例进行验证说明，最终起到了良好的效果和作用，促使客户满意度水平得到了提升。
[Abstract]:From the reform and opening up to the economic globalization today, the elevator industry has experienced a long process from scratch, from having to more, from more to fine. With the rapid development of China's real estate industry. Elevator industry is also growing, and the elevator industry in China will occupy a strong market position in the world. In this paper, the blue Otis elevator traction machine (Tianjin) Co., Ltd. as the research object, from the point of view of improving customer satisfaction. Conduct an analysis of the delivery of contract orders. This is paved by customer dissatisfaction caused by the delivery of orders by Blu-ray Otis Elevator on 2011. The contract order management system is an important and indispensable part of the enterprise supply chain. In order to improve the level of customer satisfaction, we must start with pre-sale service. Truly understand the needs of customers products and services, customer is God as the core values of the company. The full text is divided into six chapters, the GSCF framework under the order performance process, lean production management in the value flow diagram analysis and pull production theory as a guide. This paper analyzes and studies the problems existing in the process of contract order management in Blu-ray Otis Elevator traction Machine Company, and takes reducing waste in the management process as the direction. In addition, this paper also uses the management method in the order process, from the strategic level and the operational level further analysis. A series of programs and measures to optimize the contract order management process have been worked out, and the process system has been improved. Finally, through the optimization of the process system and management methods to verify the actual case of order delivery of Blu-ray Otis Tracer Co., Ltd., finally played a good effect and role. The level of customer satisfaction has been improved.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F426.4;F274

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