Research On Customer's Service Process Re-engineering Of Jilin Netcom

The business process reengineering theories was proposed by Professor Michael Hammer in 1990who work in Massachusetts Institute of Technology. The theories immediately becoming focuses of occident and all over the world with it's advanced thought and downright change, produced deep influence to the business enterprise. Because the global competition turns worse, business enterprise more and more take the pressure arriving from the market and the customer. For acquiring the advantage of competition, more and more business enterprises throw vision to Business Process Re-engineering (BPR). The Business Process Re-engineering hammer at changing existing Business process to achieve obvious improvement in measuring business enterprise success or not of key factor, such as the cost, quality, service and efficiency etc..Exterior environment of Competition and customer need diversification brought unprecedented huge pressure to Jilin Netcom. Forcing the business enterprise have to change attention from the production of the product or service, manufacturing to organization structure and operate or service process. New competitive advantage and continuable competitive advantage will all come from the exaltation that the customer serves and continuously re-engineering of business process.Customer service quality directly relates to the space of the telecommunication business enterprise existence and the foreground of the development. Especially, with the day by day turning worse of the telecommunication industry competition, the customer service is becoming abnormality important. Therefore, the correspondence businesses that are similar to Jilin Netcom have to word hard in how to provide high quality customer service. And how to solve the customer daily consult has become the most important and common daily work. The customer service satisfaction is a very important competition index to business enterprise, especially the correspondence businesses that are similar to Jilin Netcom. Especially under the circumstance of currently Chinese telecommunication industry market have already been tended to saturated, how to preserve old customer and draw on new customer by improving customer service satisfaction, is will be a business enterprise's one of the competition measures to face market competition. In conclusion, customer service satisfaction decide business's advantaged and disadvantage In the certain degree.The structure of business enterprise organization decides the process of business, the complication and simpleness of the business process influences a the enterprise's speed of responding to customer service. Quickly respond to market and raise customer service level is one of the magic weapon that the business enterprise wins a market. This text sums up two bigger key impact factors to customer service's satisfaction of Jilin Netcom with the Expert Investigate Method and Analytic Hierarchy Process. Also aim at Accept interfaces is not consolidate and processes is too long , the text carry on business process re-engineering to this four processes. We worked out the problem that Accept interfaces is not consolidate by process reengineering, and make the customer's satisfaction to the process on The hurl tells, suggestion and process on returns of visit Has an obvious exaltation. For process on consults to the business, search and business accept, because of adding some processes after business process re-engineering, customer only face to customer service center, and not need to take part in other Irrelevant processes, so consumedly reduced the link that the customer participates in, customers feel more convenient and faster. So with this business process re-engineering, there is a big good influence. In the meantime, Jilin Netcom built system of taking customer as center and related kit guarantees, all of them will Guarantee implementation of process.This thesis has the following creativities:1.The text applied "expert investigate method " to carry on analysis on customer service process of the Jilin Netcom, and provided an important data basis for process reengineering. The whole data of process come from the system record of former customer service process, so the whole process can be said to be very true and worthy.2.The text application Analytic Hierarchy Process (AHP) carry on analysis on the factor that finally influences customer's service, and find out the biggest factor in influence, in the same time, achieve process reengineering with specific aim.3. The text took customer service process re-engineering by applying the theories on Business Process Re-engineering and put forward with some kit measures and means.