| CNC machine tool is the foundation of industrial equipment and equipment manufacturing industry,all metal manufacturing machine tools.China is already the world’s largest machine tool consumption."Made in China" in May 2015 8 has been signed by the State Council in 2025 after the announcement: "adhere to innovation driven,intelligent transformation,strengthening the foundation,green development,accelerate the shift from manufacturing to manufacturing power".H Company is a US owned CNC machine tool manufacturing and sales enterprise.In China,the main business includes: domestic assembly manufacturing,sales of CNC machine tools;sales of other foreign manufacturers agents in the company’s CNC machine tools and H Company’s products after-sales service.From the scale of operation in China,company is belonging to the small manufacturers.In recent years due to the popularity of CNC machine tools and CNC machine tool exports Japan yen exchange rate continued depreciation of the impact of CNC machine tool industry in the domestic competition is intense.Price and technical indicators are difficult to become a breakthrough in the competition.By improving the customer service level,can effectively help customers improve their equipment use efficiency,reduce downtime,reduce the overall cost of use.Increase customer satisfaction,so that the possibility of obtaining customer repeating orders increased.In this paper,we use DMAIC method to discuss the improvement of H Company’s original after-sales service process,for different customer classification and design of economic and reasonable service products.So as to improve the overall customer satisfaction and improve the H Company’s product market competitiveness of the final results.The full text is divided into six parts:The first part: put forward the research background and significance,research content and framework and research methods,introduces the six sigma process improvement related theory,the related concepts are clearly defined,that is the first chapter of this paper;The second part: the status of H Company’s current sales service,in the industry of the status.The content and scope of the present service flow is introduced in detail,that is the second chapter of this paper;The third part: the use of DMAIC related theory to explore the issue of the definition and assessment.To disassemble the big problems to the detailed and specific problems for the following analysis of the causes of the problem to lay the foundation,that is,the third,the 4 chapter;The fourth part: combining with the current situation of H company service system,the problem analysis and successful case study,put forward the service system may be implemented in the reform plan,make concrete improvement plan,that is fifth,the 6 chapter;The fifth part: summarize the successful case,find the method and key factor of the control process,and make regular verification plan.To complete the control phase of the plan,that is the seventh chapter of this article.The sixth part: conclusion and prospect.Through the research,this paper draws the following conclusions: H Company’s current service process is not suitable for all H customers,has the potential to further improve and ability.Use DMAIC method to find the waste and variation in the process.Classify different customer groups,and have targeted design process to improve the overall satisfaction of service results.Improving customer satisfaction of service can help H Company’s sales,the effect of a virtuous circle. |
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