After-Sales Service Improvement In Company S Based On Six Sigma Management And Process Optimization

In the future,the wind power market is booming,and the wind service market can be called the blue ocean market due to the earlier development and accumulation.Customer service is facing the huge market opportunities and broad prospects for operation and maintenance.At present,customer service sales department of company S is mainly responsible for after sales service of all generators at the Asia Pacific region,the number of generators in the wind power grid in the Asia Pacific region has reached more than 3 thousand.Due to the particularity of the customer,there are two main problems in the customer service department: service response time,service cost.The process of after-sales service is not smooth and lacking of service awareness and other issues lead to long response time,even more,the increase of domestic labor costs,spare parts inventory cost,the response time and cost is main problem.How to reduce the service cost and improve the response time is the main problem of customer service department of company S.This article is about the process of how to solve the problem about long service response time and high service cost.The 6 sigma DMAIC model management is used to analyze the after-sales process,based on the actual data,which is in house and on-site service cases from January to September at 2016.And using the tools,brainstorming and fishbone diagram to analyze the root cause of these problems and give countermeasures,the more importance is to prevent reoccurrence of the customers' feedback problems and improve the service quality.This article will optimize the existing after-sales service process so as to solve the long service response time.The author use VSM(Value Storm Management)tool,draw the current value stream map,analyze the period time of current flow and finally to find out the serious waste point in the whole process,take the corrective measures to achieve the desired planning process and purpose of optimization process.Finally,Monitoring whether the long service response time and high service costs are significantly improved after the implementation of these corrective measures,to verify the improvement is to achieve the desired purpose.A significant reduction in the process cycle improvement,eliminating unnecessary waiting time,reducing the service response time,reducing the services cost greatly.The success of this project alsoverifies that the after-sales service as a product,six sigma has same function to the service process and quality improvement.