Business Process Optimization For Enhancing Client Satisfaction Of CMA Tianjin Shipping-line Company

The world economy has continued to decline and growth energy has slowed.Various countries had issued policies to have business tilted inward.Trade protectionism has heat up,that result in exacerbating process of “reverse globalization”and trade friction.In this circumstance,the global shipping market has experienced troubles,such as disbalance of supply and demand,market sluggish,and difficulties in finding a new client.How to save resources internally,expand business’ s scope and increase client’s satisfaction,have been become major issues that global carriers are rush to solve.Business process management as an effective management method for modern company,had been identified successfully worked for streamlining the redundant organizational structure and process,adjusting direction of management and operation,improving client’s satisfaction and thus raise up company’s overall competitiveness.Some Shipping companies have implied BRI project,this research differentiated with previous project,will focus on its object of improving client satisfaction,match internal process with client’s demand and market trend.A whole journey of shipping included multiple business party,complex rule.Oversighting in any step will have a negative impact on client,therefore implementing BPI in shipping industry should be prudent in details,step by step proceeded.This thesis takes BPI project of CMA Shipping Company as the main content of this study.First it conducted a demand analysis on business,client and direction of head office for purpose of summarizing the weakness in the current process of CMA Company.Then,to well proceed with BPI project,BPI group and experts conduct and sort process by using tool of the analytic hierarchy process model.At the same time,the customer is invited to make an evaluation of the BPI project.The results of analysis are taken as BPI main targets that the group will redesign or improve according to the relevant theoretical methodology of BPI.Finally,the effect of BPI is checked and fed back through the comparison of data before and after BPI.The statistics of comparison identified the necessaries and good influence of BPI project,which help CMA standardizing work process and job design,improving client’s satisfaction,will benefit company overall performance in long term.