Study On The Sales Order Fulfillment And Customer Satisfaction Evaluation Of DHR Company

In 2014,for any Chinese elevator companies,the weak real estate market is concerned as a big challenge,and in the short term,the slowdown trend of the market in elevator industry will not change.Severe overcapacity leads to more obvious differentiation of the industry which also caused a number of enterprises being bound to be eliminated during the digest process of production capacity,and this brutal process will be reflected through a variety of means,such as product prices,payment terms change etc.Obviously,the changes of the market should not be considered as a stumbling block to the enterprises development,as well as DHR Company fully understands to this ahead of time,and transfers the gravity center of management to the improvement of internal efficiency along with grasp of the orders from existing customers.DHR Company also optimizes the sales order fulfillment process with the greatest possibility enhancing customer satisfaction,and obtains more competitiveness of enterprises by combining work efficiency improving through constantly exploring practice and revolution with grabbing the external market opportunities.The purpose of this paper which is divided into six parts is to improve the sales order fulfillment process based on the customer satisfaction of DHR Company.First of all,this paper clarifies the purpose and significance of DHR Company customer satisfaction improving based on the sales order fulfillment process,and briefly introduces the domestic research status of sales order fulfillment process and customer satisfaction,which laid the theoretical basis,meanwhile,describes the study ideas and methods.Secondly,to realize and put forward the existing problems in the fulfillment process via in-depth analysis and research of DHR company sales order management and customer satisfaction status.To improve the existing sales order fulfillment by process reengineering and ASME standards with the combination of customer satisfaction theory knowledge,customer satisfaction model,and satisfaction evaluation methods,comparing customer satisfaction index before and after the improvement via the issuance of the customer satisfaction survey to verify the effect,moreover shortened the delivery time.All in all,these measures composing by allowing customers to feel the actual improvement,enhancing customers’ relationship and raising customers’ confidence to DHR Company,laid the foundation to the sustainable development of enterprises.During improvement process,the collaboration of different departments activates the improvement possibility,breaks the barriers between departments,besides,which establishes a mechanism for the corporate sector,improves the respond processing ability to customer demanding,and brings more benefits to DHR Company.