IE理论在营业厅固网业务流程优化中的应用.pdfVIP

14 2 Vol. 14 No. 2 2011 4 Industrial Engineering Journal April 2011 IE 1 1 2 , , ( 1. , 150027; 2. , 163318) : , ( IE), IE, 5W1H, ; ECRS4 , 69 34 58 in 29 in, : ; ; : F270. 7 : A : 2011) Application ofW ork Study for the Improvem ent of a Service Process 1 1 2 Zhou Ping, SunW enting, Ren Zhiping ( 1. College ofM echanicalEngineering, Heilongjiang Institute of Science and Technology, Harbin 150027, China; 2. Newsroo of Journal, Northeast Petroleu University, Daqing 163318, China) Abstract: For servicesprovided by the teleco co panies, especiallyby fixedline phone co panies, ithas co plicated service processes, unti ely service delivery, and long queuing ti e for custo ers. To i prove such a situation, work study is conducted in thispaper. To analyze the processes studied, sy bols and icons are defined. Based on thesesy bols and icons, 5W 1H is applied to analyze the current status and identi fy the issues to be i proved. Then, four principles of ECRS are used to opti ize the process. A case study fro a fixedline phone co pany is presented. As a result, after process redesign, for a custo er, the average oving distance is reduced fro 69 to 34 , and the average staying ti e during peak period is reduced fro 58 in to 29 in. This is a significant i prove ent and it greatly increases custo er s satis faction degree. K ey words: work study; service process; process opti ization [ 1] [ 1112] ( IE) , , IE ,,