六西格玛管理方法在A公司缩短索赔回款周期方面的应用-工商管理专业论文.docxVIP

I I 摘 要 随着市场竞争的加剧和销售利润空间的缩减、随着市场占有率和保有量的提 高，售后服务体系的压力越来越大，而售后服务的水平直接影响着客户的满意度 水平，售后服务的重要性日益突显，并逐渐成为企业实现可持续发展的法宝。提 高售后服务质量，赢取竞争优势已经成为企业管理人员必须面对的问题。 六西格玛管理方法是在实践中发展起来的，是基于企业和时代的需求而产生 的，它以数据和事实为依据、以满足和超越客户需求为主旨、以基于对生产和服 务流程的持续改进为根本、以提高效率和缩减成本为目标、以建立和改善企业文 化为灵魂，消除缺陷，以科学的管理方法提高质量、降低成本、缩短运转周期， 从而提高客户满意度，增强企业竞争力。 本文论述了六西格玛管理方法的理论基础及其在不同行业的应用现状，简要 介绍了六西格玛在 A 公司的应用情况，讲述了六西格玛管理和售后服务缩短服务 周期相结合的必要性和可靠性以及面临的难点和注意事项。本文以 A 企业实际案 例为研究对象，应用六西格玛管理方法的流程再造方法，对 A 公司的现有索赔流 程做分析和改进，为缩短索赔回款周期寻找解决方案，提高 A 公司客户满意度， 提高企业竞争力。 本项目从定义阶段寻找发现问题、经过测量阶段对现有流程的认识、由分析 阶段找到流程的关键影响因素、经过改进、到改进后的维持控制，A 公司的售后 服务索赔回款周期由改进前的 62 天缩短到了改进后的 45 天，提高了 A 公司的竞 争力，达到了预订目标。 希望本文的研究内容及思路能为类似企业解决类似问题提供参考，同时也为 同行业企业决策者和管理层提供参考依据。 关键词：售后服务，六西格玛，索赔回款周期，六西格玛管理方法，客户满意度 II II Abstract With increased competition and reduced profit margins for sales, service gradually becomes a magic key to achieve sustainable development. With increased market share, pressure from aftersales system is getting greater. The level of service directly affects the level of customer satisfaction which shows the growing importance of service. How to improve service quality to win competitive advantage is the problem needs to be solved imperatively by management people. Six sigma is a new scientific quality management method which produced by business and time requirements and gets improving and developing continuously from business practice. Six sigma is based on data and facts to meet and exceed customer demand, based on the continuous improvement of production and service processes to improve efficiency and reduce costs and take full participation and establish and improve corporate culture as soul of the enterprise. It eliminates non-value added process defects and operations, improve quality, improve customer satisfaction and enhance the competitiveness of enterprises. This paper discusses how to combine six sigma theory and reduce warranty payment cycle time on the basis of relevant theories and the real case from A company, and use in the real c