本文選題：客戶滿意度 + 流程優(yōu)化技術(shù)��； 參考：《上海交通大學(xué)》2015年碩士論文

【摘要】：近幾年,隨著國(guó)家對(duì)煤炭需求量的減少、煤炭?jī)r(jià)格的降低,煤機(jī)企業(yè)的發(fā)展由前幾年的興隆走向平淡,企業(yè)效益逐步降低。于此同時(shí),由于煤機(jī)產(chǎn)品功能的雷同性與技術(shù)的相似性導(dǎo)致煤機(jī)企業(yè)之間競(jìng)爭(zhēng)日益激烈。煤機(jī)企業(yè)想要在激烈的市場(chǎng)競(jìng)爭(zhēng)中獲得經(jīng)久不衰的地位就必須加強(qiáng)對(duì)自身能力的培養(yǎng),而加強(qiáng)對(duì)客戶的管理,提高客戶滿意度是企業(yè)提高競(jìng)爭(zhēng)力的有效方式之一。在實(shí)際運(yùn)用中,多數(shù)企業(yè)樂(lè)于選取流程優(yōu)化技術(shù)來(lái)提高客戶滿意度,通過(guò)對(duì)企業(yè)內(nèi)部流程的整理與優(yōu)化,能夠較好的梳理企業(yè)流程,提高企業(yè)流程效率,最終提高客戶滿意度。本文主要采取發(fā)現(xiàn)問(wèn)題-分析問(wèn)題-解決問(wèn)題的步驟來(lái)論述如何運(yùn)用流程優(yōu)化技術(shù)提高煤機(jī)企業(yè)TD公司客戶滿意度這一問(wèn)題。在文章中,首先描述了煤機(jī)行業(yè)現(xiàn)狀和TD公司現(xiàn)狀,通過(guò)描述可知目前煤炭行情低迷,煤機(jī)行業(yè)競(jìng)爭(zhēng)激烈,煤機(jī)企業(yè)只有通過(guò)提高自身實(shí)力才能獲取效益和更多客戶。為了解TD公司客戶滿意度情況,通過(guò)對(duì)幾種典型的客戶滿意度測(cè)評(píng)模型的描述,建立起符合TD公司實(shí)際情況的客戶滿意度測(cè)評(píng)模型,為客戶滿意度問(wèn)卷調(diào)查表的設(shè)置做鋪墊。其次,運(yùn)用流程優(yōu)化技術(shù)以及相關(guān)理論知識(shí),建立TD公司客戶服務(wù)部并制定規(guī)范的客戶服務(wù)流程,為TD公司流程優(yōu)化提供組織保障。同時(shí),在滿意度測(cè)評(píng)模型的基礎(chǔ)上,客戶服務(wù)部有針對(duì)性的選取部分客戶,運(yùn)用客戶滿意度問(wèn)卷調(diào)查表的形式,通過(guò)分析得出影響TD公司客戶滿意度的主要因素為“售后服務(wù)及時(shí)性”因素、“訂單交貨期”因素以及“貨物運(yùn)輸”因素。再次,通過(guò)對(duì)這三種影響客戶滿意度因素的服務(wù)流程進(jìn)行整體分析和梳理,利用流程圖VISION軟件繪制現(xiàn)有流程,運(yùn)用關(guān)鍵成功因素分析法、ASME(美國(guó)機(jī)械工程學(xué)會(huì)標(biāo)準(zhǔn))等方法找出各流程中的無(wú)價(jià)值、不增值活動(dòng)和現(xiàn)有流程所存在的缺陷。最后,運(yùn)用流程優(yōu)化技術(shù)和相關(guān)概念分別對(duì)這些影響因素的流程進(jìn)行優(yōu)化及對(duì)優(yōu)化后的流程進(jìn)行客戶滿意度測(cè)評(píng),得出新流程能夠有效的提高TD公司客戶滿意度這一結(jié)論。本文通過(guò)對(duì)TD公司客戶滿意度情況的分析,運(yùn)用流程優(yōu)化技術(shù)及相關(guān)理念對(duì)影響客戶滿意度的流程進(jìn)行優(yōu)化,從而提高企業(yè)的客戶滿意度,為企業(yè)獲取市場(chǎng)競(jìng)爭(zhēng)力提供保障。通過(guò)本文的論述將流程優(yōu)化技術(shù)運(yùn)用于解決企業(yè)運(yùn)營(yíng)中的實(shí)際問(wèn)題,既能有效提高企業(yè)的客戶滿意度,也對(duì)同行業(yè)中的其他企業(yè)產(chǎn)生借鑒作用。
[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.
【學(xué)位授予單位】：上海交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：F274;F426.4

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