【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。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。同時流程再造,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。 本文以索尼愛立信公司為例,在充分了解國家行業(yè)政策,網(wǎng)絡(luò)化環(huán)境的大背景下,通過梳理公司現(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)帶來了不少收益,同時通過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,闡述國內(nèi)外研究狀況。第三章以索愛公司為例,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)。第四章簡述索愛手機(jī)售后服務(wù)常見的問題分類。第五章,通過應(yīng)用DMAIC模型對售后服務(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)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F273;F416.63

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