Research On After-sales Service Process Improvement Of TMO China Company

With the rapid growth of requirements for scientific instrument in China, Huge Market attract many competition tends to become white hot. The convergence of product quality and the diversification of customer needs, so that the importance of after-sales service has become increasingly prominent, and enterprises hope to improve the core competitiveness through the difference of after-sales service. The characteristics of after sale service lead to its complicated content, and the operational efficiency of internal business process seriously affects its service quality. But is a large number of after-sales service organizations within a process, cross sectoral cooperation efficiency is low, the departmental barriers higher, information construction lag to the needs of business development, the organization structure is "flat", leading to the process is too complicated and low efficiency, the impact of the internal and external customer satisfaction.TMO (China) Company as the leader of the industry is also facing the same dilemma. TMO after-sales service in China is badly in need of solving problems for window organization oriented to customers, according to theory of service management of after-sales service for scientific management, with the continuous improvement of processes and process management theory, improve customer satisfaction.In this paper, to TMO after-sales service department of business process optimization as the object of study, through the study and research of service management theory and process management theory, to explain and practice involved in the construction of TMO China after-sales service department of the problem in the process of analysis and new process, and puts forward the measures to ensure the implementation of the new process. After the actual practice, optimized performance assessment indexes have been improved obviously. TMO after sales service business process optimization confirmed that the process optimization is an effective way to solve the problem of after sales service operation.TIn the specific application and implementation. Firstly, this paper analyzes the TMO (China) company after-sales service encountered problems, analysis the problems existing in the process, combing the after-sales service process system, selected the urgent need to optimize three key business processes:customer service request processing flow, service contract for the sale process and maintenance tools management process using the importance-performance matrix.。Through the depth analysis of the three key business processes, the new value of the three processes is constructed by using the method of process optimization, and the guarantee measures for the implementation of the new process are put forward. TMO (China) company process optimization research confirms that the process optimization is an effective way to improve the service quality and improve the efficiency of the service operation.