Study On The Process And Standard Of Customer Service Quick Response For Aircraft Manufacturer

In recent years,the civil aircraft delivery of China was increasing year by year,China's civil aircraft demand and civil aircraft manufacturing market has a greater space.However,China's civil aircraft manufacturing industry is still in the "heavy product and light service" development stage,the establishment of a new customer service concept and focus on the global market concept is imminent.This paper focuses on the work process and standardized management process of civil service manufacturers' customer service quick response,which provides theoretical basis and reference for the establishment of customer service rapid response system and the rapid response center standardization construction.The civil service manufacturers which respond quickly to customer by using the idea of logical analysis are established,and the rapid response center service content and service workflow are cleared.The quickly respond to the basic requirements of customer service in view of the customer requirements,aviation industry regulations and other aspects are elaborated and the relevant theories and implementation principles applicable to the rapid response process and standard of customer service are analyzed.The objectives,principles,design procedures and methods of customer service process design are investigated,and clarifies that customer satisfaction is the main goal and principle of process design.It is determined that the process of customer service rapid response process design includes: process goal setting,process diagnosis,process design,process reengineering,dynamic transformation.The process of design and reengineering of the emergency support start-up project at present are carried out by using the SIPOC(Supplier Input Process Output Customer)model,and the workflow process based on directed graph Model to establish and design a new process.Based on the process node analysis method,the system engineering thought and the Six Sigma logic analysis method,the process optimization analysis model is established,and the corresponding evaluation index system is put forward by studying the working flow of the information dispatch system of the civil aircraft.Based on the multi-level analysis method and the expert opinion,the weights of the evaluation indexes under the field information system of the aircraft are given,and the fuzzy relation matrix of the evaluation index is determined by the Delphi method.The multi-level fuzzy comprehensive evaluation method is used to evaluate the maturity degree of the field information delivery system and determine the maturity level of the system.According to the Delphi method and reliability statistics and SPSS software,the statistical data are analyzed and the scientific optimization and improvement measures are analyzed and analyzed.The optimal improvement measures are put forward for the nodes that need to be improved.The entire civil service workflow has been standardized by the procedural approach and the VISIO software program flow chart is used to represent the business logic relationship of each standard of the fast response standard system.The rapid response standard system can be applied in the civil enterprise to implement the digital system.