Research On The Customer Oriented Mobile Phone Process Reengineering During Its After-Sale Service Phase

Process reenginner is a new method for design enterprise process basicly and thoroughly. It can improve some key design indicators on the direction of cost, quality, service and speed. The theory of process reenginner direction is updated mostly in mixed with other theories. When it met with strategy theory, the business process will be promoted to strategy process. When it met with information technology, it will be promoted to electronical business, which is the base of ERP. When it met with supplier chain management and cross function assistant, it will be promoted to business process reenginner. At the same time, the process reengineering is developing to the direction of process management. The process reengineering is used very popular. It begins from manufactories, information industry, industry and others. It got very big successful. But it isn’t used very much on the mobile phone after market service. This thesis will be done some research on the customer oriented mobile phone Process reengineering during its after-sale service phase.Such as Sony Ericsson Company, in the full understanding of the national industry policy and networked environment, we try to know the company’s existing workflow systems and introducing network and database management method to streamline process and exist processes. Then we can reach streamline processes and improve efficiency purpose. After three systems combined into one optimized, it brings a lot of benefit and reduce maintenance, at the same time modular and efficient management can make the company getting more profit.The thesis will be devided into six parts, in the first section, it will be introduced the mobile phone after market service status and background. In the second part, it will be do some research on the both overseas and domestic. In the third parts, will be selected a company-sonyericcson, and will be introduce the service managerment process. In the fourth section, the service problem will be summed. In the five part, I plan to use DMAIC to analyse the after market service process. And will check if it’s possible to do some optimize and reengineer. In the last section, it will have some summaries and expectation.