a国产,中文字幕久久波多野结衣AV,欧美粗大猛烈老熟妇,女人av天堂

當(dāng)前位置:主頁(yè) > 管理論文 > 供應(yīng)鏈論文 >

基于客戶服務(wù)的手機(jī)售后維修流程的再造的研究

發(fā)布時(shí)間:2018-08-24 15:56
【摘要】:流程再造,嚴(yán)格的意義上講是一種設(shè)計(jì)企業(yè)的流程的一種方法。但這種方法卻是最根本地和徹底地。企業(yè)通過(guò)流程的再造可以使其在一些關(guān)鍵指標(biāo)上,比如質(zhì)量、成本、服務(wù)和速度等方面取得顯著的提高和實(shí)現(xiàn)質(zhì)的飛越。流程再造理論的發(fā)展也越來(lái)越廣泛并創(chuàng)造性的開創(chuàng)了很多新的名詞和理論,它與戰(zhàn)略理論融合,創(chuàng)造性的提出了戰(zhàn)略流程;和信息技術(shù)融合變成了電子商務(wù),而電子商務(wù)卻是ERP理論的基石和發(fā)展的前提;和供應(yīng)鏈及跨組織融合形成跨組織的業(yè)務(wù)流程再造。也有顯著的向流程管理發(fā)展的趨勢(shì)。流程再造應(yīng)用非常廣泛,先后在制造業(yè),信息行業(yè),工業(yè)等等行業(yè)應(yīng)用,并取得了驕人的成績(jī)。同時(shí)流程再造,在手機(jī)行業(yè)的生產(chǎn),供應(yīng)鏈管理中應(yīng)用也非常廣泛,但是再售后行業(yè)的應(yīng)用卻少之又少。本文的研究方向就是要基于客戶服務(wù)的手機(jī)售后維修流程的再造的方向進(jìn)行研究。 本文以索尼愛(ài)立信公司為例,在充分了解國(guó)家行業(yè)政策,網(wǎng)絡(luò)化環(huán)境的大背景下,通過(guò)梳理公司現(xiàn)有的流程體系,引入網(wǎng)絡(luò)化和數(shù)據(jù)庫(kù)管理模式,將現(xiàn)有流程進(jìn)行流程梳理和重組從而達(dá)到精簡(jiǎn)流程,提高效率的目的,流程優(yōu)化后系統(tǒng)合三為一,為系統(tǒng)維護(hù)帶來(lái)了不少收益,同時(shí)通過(guò)模塊化管理高效的提升了企業(yè)效益。 論文分為六章,第一章節(jié)簡(jiǎn)要介紹了手機(jī)行業(yè)售后服務(wù)的現(xiàn)狀及背景,課題研究的意義。第二章文獻(xiàn)綜述,闡述國(guó)內(nèi)外研究狀況。第三章以索愛(ài)公司為例,介紹其手機(jī)售后服務(wù)管理流程,維修流程介紹,組織架構(gòu)。第四章簡(jiǎn)述索愛(ài)手機(jī)售后服務(wù)常見(jiàn)的問(wèn)題分類。第五章,通過(guò)應(yīng)用DMAIC模型對(duì)售后服務(wù)流程進(jìn)行優(yōu)化與改造。第六章總結(jié)與展望。
[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.
【學(xué)位授予單位】:北京郵電大學(xué)
【學(xué)位級(jí)別】:碩士
【學(xué)位授予年份】:2014
【分類號(hào)】:F273;F416.63

【參考文獻(xiàn)】

相關(guān)期刊論文 前8條

1 陳茂強(qiáng);;售后服務(wù)對(duì)企業(yè)競(jìng)爭(zhēng)力的構(gòu)建[J];北方經(jīng)濟(jì);2008年06期

2 符建文;我國(guó)手機(jī)行業(yè)現(xiàn)狀及發(fā)展研究[J];合作經(jīng)濟(jì)與科技;2005年11期

3 李鵬;;2009手機(jī)流行趨勢(shì)調(diào)查結(jié)果出爐 5大元素引領(lǐng)中國(guó)手機(jī)市場(chǎng)[J];通信世界;2009年02期

4 楊躍進(jìn);6西格瑪管理系列講座(五)——關(guān)于6西格瑪管理的業(yè)績(jī)突破方法[J];中國(guó)質(zhì)量;2003年03期

5 謝世杰;李鑫;;手機(jī)售后管理系統(tǒng)的開發(fā)與設(shè)計(jì)[J];中國(guó)新技術(shù)新產(chǎn)品;2012年17期

6 高子新;王穎;;售后服務(wù)也需要更新?lián)Q代——本刊舉辦手機(jī)行業(yè)用戶體驗(yàn)交流會(huì)[J];中國(guó)質(zhì)量萬(wàn)里行;2011年01期

7 張晨悅;沃爾沃在售后服務(wù)上精雕細(xì)琢[J];商用汽車;2004年08期

8 ;2007中國(guó)手機(jī)市場(chǎng)調(diào)查報(bào)告(二) 同質(zhì)化時(shí)代的競(jìng)爭(zhēng)[J];中國(guó)質(zhì)量萬(wàn)里行;2007年06期

,

本文編號(hào):2201306

資料下載
論文發(fā)表

本文鏈接:http://www.wukwdryxk.cn/guanlilunwen/gongyinglianguanli/2201306.html


Copyright(c)文論論文網(wǎng)All Rights Reserved | 網(wǎng)站地圖 |

版權(quán)申明:資料由用戶cd64a***提供,本站僅收錄摘要或目錄,作者需要?jiǎng)h除請(qǐng)E-mail郵箱bigeng88@qq.com
人人狠狠综合久久亚洲婷婷| 成人欧美一区二区三区在线观看| 通渭县| 四虎影视8848dvd| 免费A级毛片无码无遮挡| 亚洲精品成人a在线观看| 国产精品成熟老女人视频| 亚洲AV永久综合在线观看红杏 | 中国CHAIN同志GAY片国产 | 国产成人精品免费视频大| 北条麻妃99精品青青久久| 国产日韩三级| 久久99国产精品尤物| 熟妇无码乱子成人精品| 欧美日韩午夜群交多人轮换| 日韩AV无码一区二区三区不卡| 一本之道av不卡精品| 夫妇交换性三中文字幕| 黑龙江省| 运城市| 漂亮人妻洗澡被公强 日日躁| 宁南县| 国产精品成人久久久久A伋 | 国产精品99久久不卡| 久久精品日韩av无码| 国精品午夜福利视频不卡麻豆 | 丰满饥渴老女人HD| 久久精品国产亚洲AV天海翼| 精品综合久久久久久98| nba直播无插件在线观看| 免费无码成人AV片在线在线播放| 国产精品宾馆在线精品酒店| 国产精品久久香蕉免费播放| 东山县| 国产日韩精品欧美2020区| 午夜福利国产精品久久| 免费a级毛片18禁网站免费| 亚洲最大AV网站在线观看 | 成人伊人青草久久综合网| 色欲网天天无码av| 大香伊蕉在人线国产最新2005|