Analysis And Optimization Of Information Storage Service Flow For Company E

Company E the author serves is a multinational corporation. It is not onlythe largest company of computer storage system in the world, but also a solutionprovider around the world. It helps the global companies of all sizes implementILM (Information Lifecycle Management) strategy.Since2003, the company has invested14billion U.S. dollars for tens ofacquisitions, and gradually improved the product system of Cloud, Big Data andILM. Meanwhile sales revenue has been steadily increased each year. Thecompany toward a planned "Total solutions provider" direction step by step.Followed with the product line continually expanded, the number of customerssharply increased, an enormous gap has been experienced between customerdemand and service processes, the diversity of products and existing informationsystems. This gap became a serious obstacle to keep competitive advantage of thecompany. It is an urgent demand that service processes need to be improved andinformation systems need to be integrated in order to improve service efficiencyand customer satisfaction.The thesis focus on the following four aspects: understand customer needs,seek services position, develop service processes and mechanisms, and improvethe quality of service. Base on existing service process and information system,author researches on how the existing service system is restricting the company’sbusiness growth. Through the development of a range of strategies to improve thequality of customer service, finally by means of information technology andsolutions to eliminate incorrect area in service operations and help the companyto complete the service resource integration.The thesis used Michael Porter’s "five forces model" theory, Kellogg Strategyof the "B-C" theory of value and the SWOT analysis tool. Firstly, from the actualdemand from the customer, by using service quality of SERVQUAL module,author wants to find what products and services the company should provide. Secondly, for the company’s market environment, the service market, industrialconditions and competitive environment, to analyze the company’s position in theindustry and development status. Thirdly, through the company core capabilities,sum up the company’s strengths in product and service and weaknesses,opportunities and challenges. Finally, base on six dimensionalities to quality ofservice, new customer service strategies have been introduced and implementedand then has been validated by customer experience, customer feedback andstorage market.