Research On The Mobile Phone Repair Service Problem Of M Company

In recent years,the rapid development of Internet technology has injected new vitality into many traditional industries,and the mobile phone maintenance service industry has also formed o2 o mobile phone maintenance mode in the wave of reform and Internet technology,which has developed from the traditional maintenance service mode to a more diversified service direction.In the process of mobile phone maintenance business model transformation,many companies have encountered different degrees of problems,resistance and difficulties.Based on the relevant theoretical research of domestic and foreign experts and scholars,combined with the current situation of Internet mobile phone maintenance service industry,this paper takes M company,a new Internet mobile phone maintenance enterprise,as the research object,through the analysis of its business process and service value chain,analyzes the existing problems and puts forward suggestions for improvement,so as to make it better in the increasingly fierce market competition environment Development provides scientific basis and theoretical guidance.First of all,from the overall development of mobile phone maintenance industry,and leads to the existing problems and the content of this paper needs to be studied.At the same time,the domestic and foreign research status and related literature review are reviewed and summarized,then the significance of this paper is proposed,on this basis,the research ideas and framework of the paper are constructed.Secondly,combining the theory of business process optimization and service value chain and the relationship between them,it provides a theoretical basis for the research and analysis of the paper.Then,in the analysis of the current situation of M company's maintenance service,the development of M company is described.Starting from the service process and service value chain,the current situation and characteristics of M company's mobile phone maintenance service are analyzed in terms of service mode,maintenance process and maintenance.Then,according to the analysis,it is pointed out that M company's current maintenance service timeliness,maintenance service quality and customer experience are three aspects There are specific problems.Thirdly,according to the theory and analysis content of the above chapters,find the corresponding solutions to the problems encountered by M company,take business process optimization and service value chain as the theoretical guidance,start with the maintenance order distribution process of M company,the management of outsourcing maintenance provider and user experience,improve the maintenance order scheduling process,the service standardization management of outsourcing provider,and improve customer service Service experience and other aspects to elaborate on the M company's maintenance service improvement suggestions,formulate specific implementation steps and carry out preliminary verification.Finally,the paper summarizes the development prospect,continuous improvement of business model,application of theory in the actual process of M company,and puts forward the shortcomings of the paper and further research direction.Under the background of the development of enterprises in the Internet era,this paper studies the problems existing in M company's mobile phone maintenance service process.It is an innovative research under the combination of traditional maintenance service and new Internet operation mode.A lot of problem analysis,research and solution in this paper are different from traditional research methods,and some new business models are proposed Views and opinions.The research and practice of M company's mobile phone maintenance business process optimization can provide reference for M company's other business process optimization and the development of the whole o2o industry.