The Study Of Performance Management System In L Company’s Supply Chain Customer Service Department

With increasing market pressure, and now customers have more demand, supply chain management center of gravit y began to shift the demand side, supply chains can be driven by customer demand chain". Customer relationship in the supply chain position is extremely important, higher customer satisfaction is to determine whether or not the supply chain management can be the key to success, customer service department(CS) can provide good service to customers has become the key factor for its profits. Therefore, to make the current customer team more combat, to play the greatest potential, to provide performance, to ensure that the team has a strong fighting force.In this paper, we find that the problems in the management of the supply chain customer service department of L company are the important factors that cause the rising of service cost, customer satisfaction and delivery delay.This paper based on the current the actual operation of enterprise supply chain systems, through to the L company customer service department of supply chain management of the actual process and in-depth analysis of the present situation and problems of performance management, find out the problems existing in the company’s customer service department L; Secondly, combined with domestic and foreign advanced performance management and supply chain management theory, using the balanced scorecard and 360 degree appraisal, analytic hierarchy process(AHP) combined with the reality of each company L, the method of supply chain of L company customer service department performance goals, performance implementation, performance evaluation, performance feedback and performance evaluation results are in detail described and improvement, proposed a suitable L company customer service department of supply chain performance management path; Finally, the new build KPI optimization effect is analyzed, found that the improved L company performance management of supply chain in both reduce service costs, improve customer satisfaction and on time delivery and level has greatly improved. Finally, the paper support the environment needed for the effective implementation in the proposed further thinking, and establish a scientific and reasonable, has a certain performance management system, and the successful implementation of the performance of the system, also for other enterprise the optimization of the performance management of supply chain system is extremely valuable work experience.