基于CRM的奧的斯電梯銷售支持流程改進(jìn)
發(fā)布時間：2019-01-23 18:57
【摘要】：隨著經(jīng)濟(jì)發(fā)展以及企業(yè)間競爭的加劇，企業(yè)的發(fā)展思路也在不斷發(fā)生著變化。傳統(tǒng)的以制造為本、推動式生產(chǎn)模式，會造成庫存的增加和資金的消耗與浪費，而與推動式生產(chǎn)相對應(yīng)的拉動式生產(chǎn)恰恰能解決這些問題，這就需要企業(yè)在需要的時間生產(chǎn)客戶需要的產(chǎn)品。因此了解客戶的真實需求就成為企業(yè)發(fā)展的核心和關(guān)鍵，“以客戶為中心”的理念在電梯制造業(yè)中發(fā)揮出日益重要的作用。 本文介紹了客戶關(guān)系管理理論（CRM）及相關(guān)知識，指出客戶關(guān)系管理理念對于企業(yè)增強(qiáng)核心競爭力以及對企業(yè)業(yè)務(wù)流程再造的影響�，F(xiàn)階段，大型電梯制造企業(yè)均已實行了ERP系統(tǒng)，， ERP關(guān)注的重點在于理順企業(yè)內(nèi)部的流程，改善并提高生產(chǎn)方面的精準(zhǔn)度。而CRM系統(tǒng)則用來更好的幫助企業(yè)尋找到所面對的真正客戶，使得企業(yè)能夠?qū)蛻舻母鞣N需求進(jìn)行有效的整合與分類，提供適合于客戶需求的有競爭力的產(chǎn)品。同時將項目信息實現(xiàn)從前端銷售、銷售支持、繪制圖紙、到最終生產(chǎn)系統(tǒng)的全部信息的自動化傳遞，最大限度的降低人為因素干擾。幫助企業(yè)在完成內(nèi)部客戶滿意度的前提下實現(xiàn)外部客戶滿意度。 本文以奧的斯電梯（中國）有限公司為例，從電梯這種特種機(jī)電設(shè)備產(chǎn)品的特殊需求角度出發(fā)，通過對公司舊有銷售支持模式的分析，指出其已經(jīng)無法滿足日益增長的訂單及多樣化的客戶需求，也無法滿足產(chǎn)品研發(fā)部門對于實時變化的客戶需求的真正掌握，影響了產(chǎn)品在市場上的競爭力。本文從CRM融合各種銷售支持工具的角度出發(fā)，通過與舊有流程的對比，對CRM系統(tǒng)上線過程中與各種銷售支持模型的整合進(jìn)行了研究，最終實現(xiàn)了從傳統(tǒng)手工處理方式向系統(tǒng)化、自動化處理方式的轉(zhuǎn)變。 最后，隨著CRM系統(tǒng)在奧的斯電梯（中國）有限公司的不斷完善，總結(jié)了系統(tǒng)構(gòu)建過程中碰到的經(jīng)驗和教訓(xùn)，并對今后新上線的功能進(jìn)行了展望。
[Abstract]:With the development of economy and the aggravation of competition among enterprises, the development of enterprises is changing constantly. The traditional manufacturing-oriented, propulsive production model will lead to the increase of inventory and the consumption and waste of funds, and the pull production corresponding to the propulsive production can solve these problems. This requires an enterprise to produce products that customers need in the time it takes. Therefore, understanding the real needs of customers becomes the core and key of enterprise development, and the concept of "customer-centered" plays an increasingly important role in the elevator manufacturing industry. This paper introduces the theory of customer relationship management (CRM) and its related knowledge, and points out that the concept of customer relationship management (CRM) has great influence on enterprises' core competitiveness and business process reengineering (BPR). At present, ERP system has been implemented in large elevator manufacturing enterprises. The focus of ERP is to straighten out the internal process and improve the precision of production. The CRM system is used to help enterprises find out the real customers, so that the enterprises can effectively integrate and classify the customers' needs, and provide competitive products that are suitable for the customers' needs. At the same time, the project information from front end sales, sales support, drawing drawings, to the final production system of all information automatic transfer, minimize human interference. Help enterprises to achieve external customer satisfaction on the premise of internal customer satisfaction. Taking Otis Elevator (China) Co., Ltd as an example, this paper analyzes the old sales support model of Otis Elevator (China) Co., Ltd., from the point of view of the special demand of elevator, a special mechanical and electrical equipment product. It is pointed out that it has been unable to meet the increasing orders and diversified customer needs, nor can it meet the real grasp of the real time changing customer needs of the product R & D department, which has affected the competitiveness of the products in the market. From the point of view of integrating various sales support tools with CRM, by comparing with the old process, this paper studies the integration of various sales support models in the online process of the CRM system, and finally realizes the systematization from the traditional manual processing method to the systematization. A shift in automated processing. Finally, with the continuous improvement of CRM system in Otis Elevator (China) Co., Ltd., the experiences and lessons encountered in the process of system construction are summarized, and the function of the new line in the future is prospected.
【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
本文編號：2414105
[Abstract]:With the development of economy and the aggravation of competition among enterprises, the development of enterprises is changing constantly. The traditional manufacturing-oriented, propulsive production model will lead to the increase of inventory and the consumption and waste of funds, and the pull production corresponding to the propulsive production can solve these problems. This requires an enterprise to produce products that customers need in the time it takes. Therefore, understanding the real needs of customers becomes the core and key of enterprise development, and the concept of "customer-centered" plays an increasingly important role in the elevator manufacturing industry. This paper introduces the theory of customer relationship management (CRM) and its related knowledge, and points out that the concept of customer relationship management (CRM) has great influence on enterprises' core competitiveness and business process reengineering (BPR). At present, ERP system has been implemented in large elevator manufacturing enterprises. The focus of ERP is to straighten out the internal process and improve the precision of production. The CRM system is used to help enterprises find out the real customers, so that the enterprises can effectively integrate and classify the customers' needs, and provide competitive products that are suitable for the customers' needs. At the same time, the project information from front end sales, sales support, drawing drawings, to the final production system of all information automatic transfer, minimize human interference. Help enterprises to achieve external customer satisfaction on the premise of internal customer satisfaction. Taking Otis Elevator (China) Co., Ltd as an example, this paper analyzes the old sales support model of Otis Elevator (China) Co., Ltd., from the point of view of the special demand of elevator, a special mechanical and electrical equipment product. It is pointed out that it has been unable to meet the increasing orders and diversified customer needs, nor can it meet the real grasp of the real time changing customer needs of the product R & D department, which has affected the competitiveness of the products in the market. From the point of view of integrating various sales support tools with CRM, by comparing with the old process, this paper studies the integration of various sales support models in the online process of the CRM system, and finally realizes the systematization from the traditional manual processing method to the systematization. A shift in automated processing. Finally, with the continuous improvement of CRM system in Otis Elevator (China) Co., Ltd., the experiences and lessons encountered in the process of system construction are summarized, and the function of the new line in the future is prospected.
【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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