Hilongjinh Postal Customer Servce Center The Simulation Analysis And Manangement To Improve

Postal company a state-owned public welfare enterprises in heilongjiang province,is a subsidiary of China post group,up to the China post group is responsible for the company,to undertake various management and production group company business objective,external to undertake universal service obligation,internal management of the production and operation management of13 cities in Heilongjiang province,municipal(county)in the process of foreign service inevitably caused by a variety of reasons the user to the business do not understand or is not satisfied with the enterprise service,in order to better meet the social needs,to provide users with good services,explained to the user face to face various problems,the Heilongjiang postal company customer service call center arises at the historic moment,As an important sector for foreign communication in an enterprise,Customer service call center has the tasks to accept requirements from customers and service for them,customer relationship management,gathering market information and so on.It's a significant part of enterprise management which cannot be ignored.But most of managers of domestic enterprises do not pay much attention to it,which should be attached to call center,and the ways they manage the call center of their own enterprises are too coarse.In this paper,data collection and analysis,modeling simulation and analysis and proposal for improvement of Heilongjiang Province Post's call center have been done by the researcher,using modeling software named Any logic.Firstly,the researcher cast light on the business process by site investigation,and then all data needed are collected and the modeling simulation is ready.Then,using Any logic,the researcher duplicate the call center in reality into computer as a modeling simulation.According to the modeling result of the simulation,the researcher build a cross scheduling model,and propose a optimization scheduling tactics through the theory of Operations Research,Comprehensively speaking,the optimization tactics runs better when compared with the tactics used by the call center now,and the goal of optimization has been gotten.