Modeling Application Research On Lean Analysis Of Operational Management In FMCG Customer Service Center

The purpose of this study was to improve the operations management of T's customer service center which is one of FMCG companies. By learning current research, current status of research in this industry was gotten. With basic theory of analysis, BPR, SDCA circulation and fuzzy comprehensive evaluation method, the T's customer service center operations management improvement methods were researched. In the end of the thesis, the process of T company customer service center lean improvement was introduced. The lean improvement project was divided in to several parts, such as ‘fax feedback', ‘the original document inquiries', ‘telephone services' and so on. The description of the lean improvement process, explains the effect we actually obtained by of lean improvement project.The innovation of this thesis is that, we applied lean theory into customer service department, which was usually used in manufacturing area. On the one hand this project embodies that the lean thinking of "continuous improvement" could be used in all of departments, on the other hand, through using lean “Rhythm ", efficiency and customer satisfaction was improved evidently. Furthermore, through lean improvement, we can adjust the quantity of staffs in customer service center with theoretical support; we have the ability to predict future changes with existing data.