本文關(guān)鍵詞：基于提高客戶滿意度的合同訂單管理　出處：《天津大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 合同訂單管理 訂單履約 客戶滿意度 精益生產(chǎn)

【摘要】：從改革開放到經(jīng)濟(jì)全球化的今天，電梯行業(yè)的發(fā)展經(jīng)歷了一個(gè)從無到有，，從有到多，從多到精的漫長過程。伴隨著我國房地產(chǎn)行業(yè)的迅速發(fā)展，電梯行業(yè)也不斷地壯大起來，屆時(shí)我國電梯行業(yè)將在全世界中占據(jù)強(qiáng)有力的市場地位。 本文以藍(lán)光奧的斯電梯曳引機(jī)（天津）有限公司作為研究對象，從提高客戶滿意度的角度出發(fā)，對合同訂單交付情況著手進(jìn)行分析。通過2011年藍(lán)光奧的斯電梯公司訂單交付問題所引起的客戶不滿作為鋪墊，說明合同訂單管理體系是企業(yè)供應(yīng)鏈中一個(gè)既重要又不可或缺的組成部分，要提高客戶滿意度水平，必須從售前服務(wù)開始，真正的了解客戶的需要的產(chǎn)品和服務(wù)，將客戶就是上帝作為公司的核心價(jià)值觀。 全文共分為六章，將GSCF框架下的訂單履約流程，精益生產(chǎn)管理中的價(jià)值流圖析和拉動(dòng)式生產(chǎn)的理論作為指導(dǎo)，對藍(lán)光奧的斯電梯曳引機(jī)公司在合同訂單管理過程中存在的問題進(jìn)行分析和研究，將減少管理流程中的浪費(fèi)作為方向，確保做到客戶買單的部分都是流程中增值的部分。另外，本文還運(yùn)用訂單履流程中的管理方法，從戰(zhàn)略層級和運(yùn)營層級進(jìn)一步解析，制定出一系列優(yōu)化合同訂單管理流程的方案和措施，更加完善流程體系。 最后，本文通過優(yōu)化完善后的流程體系及管理方法對藍(lán)光奧的斯曳引機(jī)公司的訂單交付問題的實(shí)際案例進(jìn)行驗(yàn)證說明，最終起到了良好的效果和作用，促使客戶滿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.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F426.4;F274

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本文編號：1372315