Complaint Handing Process Reengineering Of C Company

Business Process Reengineering(BPR) is a kind of management idea and tool focusingon the customers,targeting directly at the customer satisfaction and taking the enhanceoverall performance as the ultimate goal. Company C takes the communication service as thecore business, and with the constantly updated information technology, the growingcompetition in the market background, the enterprise itself also faced a lot of problems in thereform, the complaint handling process is one of the most urgent task. In this paper, it issignificant for enterprise reengineering, organization development and destiny. C companyas a typical service enterprises, the business process should also be with the change of thesocial, economic and technical environment of innovation. If the business developmentneeds, the complaint handling process can also be rebuild. In this process needs to be basedon the principles and methods of follow on general, more combined with the actual situationof the enterprises themselves for flexible analysis, exploration and attempt.This paper analyzes the organizational structure of C company, C company that thecomplaints process plays an important role in the company’s overall business activity. Andthat, the current complaint handling process has some serious problems. For example, Thecomplaint handling process requires lengthy processing time，processing link redundant，department the possibility of conflict and the assessment and incentive mechanism is notclear and so. At the same time, The C company and the feasibility of BPR is analyzed usingthe method of SWOT, and the transformation of the company’s existing processes And thatthe complaints handling process implementation needs every department of the C companytogether, only the various departments have been incorporated into the complaint handlingprocess, can show that the reconstruction process is comprehensive and effective.In order toimprove the enterprise’s ability to adapt to the market, make the enterprise face the fiercecompetition in the market, adjust the development strategy quickly; improve the operationefficiency and economic benefit of enterprise, the existing process transformation isnecessary, urges the enterprise management functions by a process oriented enterprisetransformation; after that, the C company’s complaint handling process transformation isschemed The complaint handling process modification scheme in ascension complainthandling efficiency and reduce business complaint rate and user satisfaction have significant performance, process optimization of the original complaint handling process for newcomplaint handling, is a successful business process reengineering of C company. Finally,complaint handling process reengineering of C company after the implementation of securityare discussed. In order to ensure the reform scheme can successfully implement effectively,we must proceed to provide support for new process implementation and improvement fromthe aspects of high quality strategic objectives, clear the enterprise team, good corporateculture and organization framework of securityComplaint handling process reengineering for C enterprises to improve the efficiency ofcomplaint handling, improve customer satisfaction, so as to play more important role in thedevelopment and maintenance of customer. Hope that the analysis and discussion of thispaper can be a theoretical reference and inspiration significance to the follow-up study, alsohope for the relevant enterprises process reengineering practice benefits.