Reserach On The Optimization Of E Company After Sales Service Maintenance Process

In the manufacture enterprise customer service has the important influence on the customer satisfaction,customer service at the end of the research and development,manufacture and sale entire chain.Customer service can fully discover the problems in the whole chain,It has a direct impact on the efficiency of enterprises.This paper based on the BPR theory and industrial engineering related theories,and Researches the maintenance business process of E company.Start with the theory of business process optimization reengineering and industrial engineering process optimization related methods,such as activity-organization flow chart,ECRSA optimization principle,ASME evaluation method,TOC theory,balanced score card and questionnaire investigation etc.Lay the theoretical foundation and method guidance for the follow-up process research.In this thesis,the E company maintenance business process as the research object,the use of field survey methods to diagnose the existing problems and select the key process,then use activity-organization flow chart method and ASME evaluation method to analyze the current process and find the problems and put forward the improvement method to optimize the maintenance business process.Using the same method to verify the process optimized.Finally from the qualitative and quantitative two aspects evaluate the process optimized.The results show that the research theory is reliable,the research method is reasonable,the research process is rigorous,the research conclusion has certain practical significance.