Z公司空运业务客服流程优化研究
发布时间：2018-11-18 16:21
【摘要】：Z物流集团的空运业务部门客服工作流程在公司发展过程中一直处于一成不变,这些工作流程陈旧且低效,步骤繁琐,甚至还不时出现重复现象。这些因素直接导致了客服工作效率低下,但是这些流程并没有随着业务量的增加得到改进也没有随着管理水平的提高而得到改善。作为Z物流集团空运业务部门中除了销售人员外最先与客户接洽的客服人员来说,运用这样的陈旧、低效的流程来工作已经无法满足客户多样化的服务需求,特别是在空运业务部门中,所有的工作都需要“快速”完成的工作环境下。也正因为如此,Z物流集团空运业务部门客户的满意度一直得不到有效提高,使得空运业务部门的竞争优势在同行业中越来越不明显。所以,本文的研究课题旨在寻求Z物流集团空运业务部门客服人员的流程中可以得到改进优化之处,并且提出切实可行的优化改进的方法,通过提高客服人员工作效率,为企业争取到更多的客户,提高企业的整体服务质量,树立在客户中良好的企业形象。本文在对现有流程的分析以及综合客户的反馈意见,运用专家打分法,得到影响流程效率的若干问题,通过风险识别和专家评估法对风险做出评价,分析找到在这些若干问题中一些影响效果比较大、但是可以通过自身努力得到改进的、并且改进的成本较小的问题。在流程具体的改进过程中,运用ESIA和ECRS原则,删减一些不必要环节,使流程在原效用得到维持的基础上得到简化。并通过建立承运商选择模型,帮助客服人员提高工作效率。通过对流程优化前后的工作时间及客户转化率(订单客户／总咨询量)进行对比,验证了流程优化确实对客服人员的工作效率和客户转化率的提高起到了一定的作用,但是在优化过程中的一些取消与合并改变,也使公司对于新客户的诚信掌控力度下降了,带来了一定的风险。本文最后通过QPR(服务质量、价格、风险)制约模型的建立,运用SLA模型提升整个空运业务部门的服务质量,使流程的改进起到更好的效果。
[Abstract]:The customer service workflow of Z logistics group's air transportation business department has been in the same place in the development process of the company, these work processes are old and inefficient, the steps are tedious, and even the phenomenon of repetition appears from time to time. These factors directly lead to the inefficiency of customer service, but these processes have not been improved with the increase of business volume or with the improvement of management level. As one of the first customer service personnel in Z Logistics Group's air transportation business department to contact customers in addition to sales personnel, using such an old and inefficient process to work has been unable to meet the diversified service needs of customers. Especially in air operations, all work needs to be done in a "fast" working environment. Because of this, the customer satisfaction of Z logistics group's air transportation business has not been effectively improved, which makes the competitive advantage of air transportation business less and less obvious in the same industry. Therefore, the purpose of this paper is to find out where to improve and optimize the flow of customer service personnel in the air transportation business department of Z Logistics Group, and put forward a feasible method to optimize and improve the work efficiency of customer service personnel. Win more customers for enterprises, improve the overall service quality of enterprises, establish a good corporate image among customers. In this paper, by analyzing the existing process and synthesizing the feedback of customers, we use the expert scoring method to get some problems that affect the efficiency of the process, and evaluate the risk through risk identification and expert evaluation. The results show that some of these problems have great effect, but they can be improved by their own efforts, and the cost of improvement is small. In the process of process improvement, the principle of ESIA and ECRS is used to reduce some unnecessary links, so that the process can be simplified on the basis of maintaining the original utility. And through the establishment of carrier selection model, to help customer service personnel to improve work efficiency. By comparing the working time and the customer conversion rate (order customer / total consultation quantity) before and after the process optimization, it is proved that the process optimization has played a certain role in improving the work efficiency and customer conversion rate of customer service personnel. However, some cancellations and merger changes in the process of optimization also lead to a decline in the integrity of the company's control over new customers, which brings certain risks. Finally, through the establishment of QPR (quality of Service, Price, risk) constraint model, the SLA model is used to improve the service quality of the whole air transportation business department, so that the improvement of the process can play a better effect.
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23
本文编号：2340525
[Abstract]:The customer service workflow of Z logistics group's air transportation business department has been in the same place in the development process of the company, these work processes are old and inefficient, the steps are tedious, and even the phenomenon of repetition appears from time to time. These factors directly lead to the inefficiency of customer service, but these processes have not been improved with the increase of business volume or with the improvement of management level. As one of the first customer service personnel in Z Logistics Group's air transportation business department to contact customers in addition to sales personnel, using such an old and inefficient process to work has been unable to meet the diversified service needs of customers. Especially in air operations, all work needs to be done in a "fast" working environment. Because of this, the customer satisfaction of Z logistics group's air transportation business has not been effectively improved, which makes the competitive advantage of air transportation business less and less obvious in the same industry. Therefore, the purpose of this paper is to find out where to improve and optimize the flow of customer service personnel in the air transportation business department of Z Logistics Group, and put forward a feasible method to optimize and improve the work efficiency of customer service personnel. Win more customers for enterprises, improve the overall service quality of enterprises, establish a good corporate image among customers. In this paper, by analyzing the existing process and synthesizing the feedback of customers, we use the expert scoring method to get some problems that affect the efficiency of the process, and evaluate the risk through risk identification and expert evaluation. The results show that some of these problems have great effect, but they can be improved by their own efforts, and the cost of improvement is small. In the process of process improvement, the principle of ESIA and ECRS is used to reduce some unnecessary links, so that the process can be simplified on the basis of maintaining the original utility. And through the establishment of carrier selection model, to help customer service personnel to improve work efficiency. By comparing the working time and the customer conversion rate (order customer / total consultation quantity) before and after the process optimization, it is proved that the process optimization has played a certain role in improving the work efficiency and customer conversion rate of customer service personnel. However, some cancellations and merger changes in the process of optimization also lead to a decline in the integrity of the company's control over new customers, which brings certain risks. Finally, through the establishment of QPR (quality of Service, Price, risk) constraint model, the SLA model is used to improve the service quality of the whole air transportation business department, so that the improvement of the process can play a better effect.
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F259.23
【参考文献】
相关期刊论文 前1条
1 李智忠;陈闵叶;李程;;基于价值工程的航空货运代理出口流程优化研究[J];云南财经大学学报(社会科学版);2010年04期
相关硕士学位论文 前2条
1 邵夏青;基于SLA的第三方物流流程管理方法的研究[D];浙江工业大学;2012年
2 孙悦;航空货运代理企业基于业务流程再造的风险控制研究[D];重庆交通大学;2009年
，本文编号：2340525
本文链接：https://www.wllwen.com/jingjilunwen/jingjiguanlilunwen/2340525.html
