Research On The Optimization Of After-sales Service Process Of Mobile Phone Repair In DJ Company

At present,the homogenization of mobile phones and other electronic products is quite serious.There is almost no difference in traditional production capacity and product quality among mobile phone enterprises.With the intensification of competition and the continuous improvement of consumer requirements,after-sales service will become more and more important,so that it will become a new competitive focus for mobile phone enterprises.This paper studies the mobile phone repair after-sales service process of DJ company,finds out the existing problems in the current after-sales service process,and optimizes the after-sales service process in combination with relevant theories to improve the overall operation ability,so as to improve the loyalty of consumers on the basis of maintaining good reputation of DJ company.Next,this paper analyzes the current situation of mobile phone after-sales repair business process of DJ company,finds out the existing problems in the current after-sales service process of DJ company,and optimizes the after-sales service process with the combination of business process reengineering theory;gradually applies the Six Sigma theory to mobile phone repair of DJ company through the steps of problem definition,measurement,analysis and improvement after sales service process transformation.Finally,the paper evaluates the effect of DJ's mobile phone repair and after-sales service process transformation,makes quantitative analysis from the service times before and after process optimization and service quality,and conducts assessment according to the quality and cost,finally improves the overall operation ability,so as to improve the loyalty of consumers on the basis of maintaining DJ's good reputation.With the optimization of after-sales service process,DJ company can more calmly respond to customer repair requests and various unexpected problems,and the service quality has been significantly improved.In addition,a lot of unnecessary links have been removed after the after-sales service process is optimized,the waste of human resources has also been alleviated,the problem-solving speed of each after-sales service outlet has been greatly improved,and the repeated communication and confirmation of each department and link has also been alleviated,saving the economic cost of aftersales service as a whole.