流程优化技术在煤机企业客户满意度提高的应用研究

发布时间：2018-06-17 06:06

本文选题：客户满意度 + 流程优化技术　；参考：《上海交通大学》2015年硕士论文

【摘要】：近几年,随着国家对煤炭需求量的减少、煤炭价格的降低,煤机企业的发展由前几年的兴隆走向平淡,企业效益逐步降低。于此同时,由于煤机产品功能的雷同性与技术的相似性导致煤机企业之间竞争日益激烈。煤机企业想要在激烈的市场竞争中获得经久不衰的地位就必须加强对自身能力的培养,而加强对客户的管理,提高客户满意度是企业提高竞争力的有效方式之一。在实际运用中,多数企业乐于选取流程优化技术来提高客户满意度,通过对企业内部流程的整理与优化,能够较好的梳理企业流程,提高企业流程效率,最终提高客户满意度。本文主要采取发现问题-分析问题-解决问题的步骤来论述如何运用流程优化技术提高煤机企业TD公司客户满意度这一问题。在文章中,首先描述了煤机行业现状和TD公司现状,通过描述可知目前煤炭行情低迷,煤机行业竞争激烈,煤机企业只有通过提高自身实力才能获取效益和更多客户。为了解TD公司客户满意度情况,通过对几种典型的客户满意度测评模型的描述,建立起符合TD公司实际情况的客户满意度测评模型,为客户满意度问卷调查表的设置做铺垫。其次,运用流程优化技术以及相关理论知识,建立TD公司客户服务部并制定规范的客户服务流程,为TD公司流程优化提供组织保障。同时,在满意度测评模型的基础上,客户服务部有针对性的选取部分客户,运用客户满意度问卷调查表的形式,通过分析得出影响TD公司客户满意度的主要因素为“售后服务及时性”因素、“订单交货期”因素以及“货物运输”因素。再次,通过对这三种影响客户满意度因素的服务流程进行整体分析和梳理,利用流程图VISION软件绘制现有流程,运用关键成功因素分析法、ASME(美国机械工程学会标准)等方法找出各流程中的无价值、不增值活动和现有流程所存在的缺陷。最后,运用流程优化技术和相关概念分别对这些影响因素的流程进行优化及对优化后的流程进行客户满意度测评,得出新流程能够有效的提高TD公司客户满意度这一结论。本文通过对TD公司客户满意度情况的分析,运用流程优化技术及相关理念对影响客户满意度的流程进行优化,从而提高企业的客户满意度,为企业获取市场竞争力提供保障。通过本文的论述将流程优化技术运用于解决企业运营中的实际问题,既能有效提高企业的客户满意度,也对同行业中的其他企业产生借鉴作用。
[Abstract]:In recent years, with the decrease of the national demand for coal and the reduction of coal price, the development of coal machine enterprises has gradually decreased from the prosperity of previous years to plain. At the same time, because of the similarity of coal machine product function and technology, the competition between coal machine enterprises is more and more fierce. In order to gain a lasting position in the fierce market competition, coal machine enterprises must strengthen the cultivation of their own ability, and to strengthen the management of customers and improve customer satisfaction is one of the effective ways for enterprises to improve their competitiveness. In the practical application, most enterprises are happy to select process optimization technology to improve customer satisfaction. Through sorting and optimizing the internal processes of enterprises, it can better comb the enterprise processes, improve the efficiency of enterprise processes, and ultimately improve customer satisfaction. This paper mainly discusses how to use the technology of process optimization to improve the customer satisfaction of TD Company. In this paper, firstly, the paper describes the present situation of coal machine industry and TD company. By describing the present coal market is low, the coal machine industry competition is fierce, the coal machine enterprise can obtain benefit and more customers only by improving its own strength. In order to understand the customer satisfaction of TD Company, through the description of several typical customer satisfaction evaluation models, a customer satisfaction evaluation model which accords with the actual situation of TD Company is established, which can pave the way for setting up the customer satisfaction questionnaire. Secondly, using process optimization technology and relevant theoretical knowledge, the customer service department of TD company is established and the standard customer service process is formulated to provide organizational guarantee for the process optimization of TD company. At the same time, on the basis of the satisfaction evaluation model, the customer service department selected some customers, using the form of customer satisfaction questionnaire, Through analysis, it is concluded that the main factors influencing customer satisfaction of TD Company are "timeliness of after-sales service", "delivery time of orders" and "transportation of goods". Thirdly, through the overall analysis and combing of the three kinds of service flow that affect the customer satisfaction, the paper draws the existing process by using the flow chart vision software. The method of key success factor analysis (ASME) is used to find out the defects in each process such as no value, no value-added activities and existing processes. Finally, using process optimization technology and related concepts to optimize the process of these influencing factors and evaluate the customer satisfaction of the optimized process, the conclusion is drawn that the new process can effectively improve customer satisfaction of TD company. Based on the analysis of customer satisfaction of TD Company, this paper optimizes the process of influencing customer satisfaction by using process optimization technology and related concepts, so as to improve the customer satisfaction of enterprises and provide guarantee for enterprises to obtain market competitiveness. The application of process optimization technology in solving the practical problems in the operation of enterprises can not only effectively improve the customer satisfaction of enterprises, but also provide reference for other enterprises in the same industry.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F274;F426.4

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