1、注：此范文仍有可能存在不足之處，僅供參考！注：此范文仍有可能存在不足之處，僅供參考！Improve the Customer Complaints Handling System in XXX for Enhanced Efficiency and EffectivenessSubmitted by XXXXXStudent ID number: W2001AXXXXXXXXSupervised by XXXXXXA paper submitted in fulfillment of the requirements of the degree of Bachelor of ArtsInsti

2、tute of Online EducationBeijing Foreign Studies UniversityJanuary 2005論文中文摘要論文中文摘要XXX 國際鑄造有限公司（XXX）是一家以生產汽車發動機缸體和缸蓋鑄件為主、通過了ISO9000 認證并且正在申請 QS9000 認證的中美合資企業，其客戶以國外的汽車或汽車發動機廠家和國內的合資汽車發動機廠家為主。隨著客戶的增加和產品種類的增多，產品售后服務逐漸成為客戶投訴的一個重點，具體來說，多家客戶認為 XXX 對客戶產品投訴做出反應所花費的時間周期比他們預想的要長，而且中間缺乏與客戶對產品投訴處理的進展情況進行及時、有效的溝

3、通。本文希望利用互聯網這一不受時空限制的通訊平臺，通過建立一個網頁形式的“客戶投訴處理系統”來解決這一問題。而且利用兩個多月的時間完成了對這一課題的初步分析、調查、計劃和實施。其間所采用的研究方法包括：原因分析法、調查問卷和集思廣益法（Brainstorming）等方法。通過研究和實踐，最后得出結論：利用互聯網網頁技術可以建立一個新穎的客戶投訴處理系統，其在超越時空限制、及時性、信息的長期有效性、溝通的交互性方面具有獨特的優勢，是對常規的、通過電話、傳真、電子郵件、人員訪問等方式建立的客戶投訴處理系統的一個有力的補充與發展。盡管這一方式有上述一些優點，值得在企業推廣，但另一方面，隨著互聯網上病

4、毒、黑客、木馬的泛濫，在如何保證這一系統的安全性方面還需要做進一步的探討。Abstract It presents a detailed report on the project implemented to improve the conventional customer complaint handling system in XXX(XXX Casting Co., Ltd), which tends increasingly to affect the reputation and sales adversely of XXX due to its failure to respo

5、nd some customers complaints as quick as customers expect. It is hypothesized that the inefficiency and ineffectiveness of the existing customer complaint handling system in XXX can be rectified by means of establishing an internet-based customer complaints handling system. This hypothesis is verifi

6、ed by a two-month project implementation.Methodologically, three methods are used in the process, and they are cause analysis, questionnaire survey, and brainstorming.It is concluded preliminarily that establishing an internet-based customer complaints handling system with Web-page technique is feas

7、ible in an enterprise, serving as compensation and development of conventional customer complaints handling system that are built on the basis of telephone call, fax, email and personal visits.Although this internet-based system has some unique strengths like timeliness, good availability and intera

8、ctivity, adequate attentions should be given to the security issue on Internet considering the fact that attacking cases of computer virus and hackers tend to increase, which is worthwhile to study further in a separate project.Table of ContentsI.INTRODUCTION.51.PROFILE OF XXX.52.CUSTOMER FILES.53.B

9、RIEF OF THE PROBLEM.5II.PROJECT RATIONALE AND HYPOTHESIS.61.LITERATURE REVIEW.62.PROJECT HYPOTHESIS.7III.SUMMARY OF THE PRELIMINARY RESEARCH.71.PROBLEM.72.PROBLEM ANALYSIS.82.1.Customer Complaints.82.2.The existing customer complaints handling system in XXX.82.3.Research methods.9IV.PROJECT DESIGN.1

10、21.PROJECT OBJECTIVES.122.PROJECT PLAN.12V. PROJECT IMPLEMENTATION AND EVALUATION.131.PROJECT IMPLEMENTATION.131.1.Finding IT engineer, tools and formulating specifications and process flow.131.2.Web page design.161.3.Comments from customers .162.PROJECT EVALUATION.17VI.PROJECT FINDINGS AND DISCUSSI

11、ON.181.RESULT.182.DISCUSSION.18VII.CONCLUSION.19BIBLIOGRAPHY.20APPENDIX I. PROCESS FLOW DIAGRAM.21APPENDIX II QUESTIONNAIRE ON THE NEW CHS OF XXX.22APPENDIX III. WEB PAGE SAMPLE AFTER LOGGING ON THE INTERNET-BASED CUSTOMER COMPLAINTS HANDLING SYSTEM.23I.Introduction1.Profile of XXXXXX Casting Co., L

12、td (short as XXX) is a Sino-USA joint venture located in Shanxi Province of China and certified ISO9000 Quality Assurance System. It has so far a total of six long-term customers, of which two are located in America and Europe respectively and four in China. Under the guideline of “Mutual Benefit an

13、d Win-win”, XXX made the commitment to provide its customers with high quality castings, competitive price and satisfactory services. 2.Customer files All the customers are engine suppliers or automakers, who need to purchase engine castings from casting suppliers like XXX and assemble them into eng

14、ines. The four domestic customers are joint ventures too and well known for their engines and trucks in China. The two oversea customers are very demanding at product quality and after-sale services. There are four more short-term domestic or oversea customers showing interests to become XXXs long-t

15、erm clients.3.Brief of the ProblemTo maintain a good business partnership with these clients and to get more purchase orders from them and other potential customers, provision of satisfactory after-sale service is one of critical factors. However, as a newly promoted after-sale service manager in XX

16、X, I found a considerable numbers of customer complaints are concentrating on XXXs failure to respond the customers request or product complaints as efficiently as they expected, in other words, XXX ever received complaints almost from all its long-term clients criticizing the inefficiency of XXXs e

17、xisting customer complaints handling system. II. Project Rationale and Hypothesis1.Literature ReviewConsidering that XXX has been certified through ISO9000 and working for QS9000, I reviewed the related sections of these two standards before I made further investigation.International Standard Organi

18、zation or ISO(1987) points out that the first of the eight quality control guidelines, under which ISO9000 quality assurance system was established, is the business in an organization should be customer-centered, and the organization should be well aware of the customers current and future needs and

19、 manage to meet the customer needs or even do better than the customers expectation. It also stipulated in Article 4.14.2 Corrective action, “The procedures for corrective action include: a) the effective handling of customer complaints and reports of product nonconformities; ”. As a widely accepted

20、 enterprise “Bible”, ISO9000 guidelines are reflected in every respects of a business. As an ISO9000 certified enterprise, XXX must follow its principles and guidelines to conduct business. The Big Three (1998) requires in QS9000 that an organization should establish and maintain a procedure (access

21、) to communicate with manufacturing, engineering and design departments. QS9000 as a required quality assurance system applicable to the suppliers of automobile components, material and services is a quality assurance system established by “Big Three” ( Kreisler, Ford and GM) on the basis of ISO 900

22、1:1994. It applies more specific and stricter criteria to the automobile industry. For quality improvement, cost control and market expanding, the QS9000 requirements must be met for XXX to be certified QS9000.In addition, I referred to some other literatures that are related to customer services as

23、 below.Mr. Philip Kottler, a marketing master in America, said that the whole economic activities in a business should be oriented by customer satisfaction; the customer demands should be analyzed and taken from the standpoint of customers rather than for the interests of the business.(Marketing Sci

24、ence, 2004)“World Class English For Business”(The Open University and British Council, 2001) says that there are three conventional ways to get feedback from customersin face-to-face interviews, on the telephone and through a written questionnaire.“Practical Business Project and Proposal Design”(Joh

25、n Hilton, 2001) taught me many specific methods to carry out a project process such as how to do business analysis, how to conduct customer needs and wants analysis, how to perform SWOT analysis, risk analysis, etc.“Practical Project Design”(Gu Yueguo, 2002) demonstrates a complete procedure from th

26、e planning of a project to presenting project report step by step with convincing examples, which also includes problem analysis, project design, project implementation and project evaluation. Driven by these theoretical basis and taking it for granted as one of my responsibilities, I am determined

27、to do some research on this issue and find a solution as soon as possible.2.Project HypothesisIt is hypothesized that the existing customer complaint handling system in XXX can be enhanced through establishing an Internet-based customer complaints handling system.III. Summary of the Preliminary Rese

28、arch1.ProblemThe problem I have in my work is that the customers are not satisfactory with the efficiency of existing customer complaints handling system in XXX. 2.Problem analysis2.1. Customer ComplaintsGenerally, the customer complaints can be summarized into the kinds as follows: The quality-rela

29、ted complaints took too long to get feedback from XXX. Some times the person in charge of customer complaints in XXX is not available when calling him. Customers are not updated with the progress of problem solution in a timely manner. Customers found that some involved departments in XXX were not i

30、nformed of the complaints though they were surely received by Sales Department of XXX. After going through these complaints, I had two puzzles in my mind to make certain.First, the existing customer complaints handling system in XXX may be really not efficient enough to feed the information that cus

31、tomers expected back, and improvement is needed.Second, some of our customers may be too demanding that they did not give our technicians enough time to solve the problems they complained about.With these two possibilities in mind, I reviewed XXXs existing customer complaints handling system and the

32、 customer complaint files of this concern. 2.2. The existing customer complaints handling system in XXXCurrently, there is only one full-time customer complaints administrator in Sales Department responsible for receiving the complaints from customers and forwarding them to the related department, w

33、ho also take the responsibility to feed the solution back to the corresponding customers whenever the solution is submitted from the competent departments.Generally, all the phone calls, faxes, e-mails and personal visits related customer complaints would find the administrator.2.3. Research methods

34、Based on all the information I collected, I found that in some cases the customers are so anxious to get solutions to the urgent problems far away in their plants that they pushed us too much, and consequently lead to new complaints on our after-sale service; in other cases, our existing customer co

35、mplaints handling system failed to communicate with our customers in a timely manner, which should be tackled in this project.During my investigation, I used three methods of analysis as follows.2.3.1Cause analysisThrough careful analysis, it was found that in either type of cases timely and effecti

36、ve communication is the key to such complaints. The existing customer complaints handling system is built on the basis of telephone call, facsimile, e-mail and personal visits, each of which has certain weakness in the effectiveness of communication. I wondered if there is any other new communicatio

37、n way other than the above-mentioned conventional four types, which can strengthen the existing customer complaints handling system. The new system should be able to achieve the following at least. Able to receive customer complaints whenever there is any, Receipt of complaints should be confirmed t

38、o the corresponding customers as instantly as possible, The customer complaint should be immediately shared to the competent departments, The progress of complaint solutions should be reported to the customers in a timely manner, All the information should be of considerable security and confidentia

39、lity. 2.3.2Brainstorming activationWhen I was navigating the Internet for possible solutions and enjoying the colorful web pages, it occurred to me all of sudden- why I could not establish a new customer complaints handling system with Web page technique? This function could be added into the existi

40、ng corporation web site.This new customer complaints handling system should be eventually published on the Internet, and accessible with passwords to the authorized persons only, who include the managers of related departments in XXX and the authorized persons in charge of supplier contact in the cu

41、stomer companies. These people should be granted different authority levels, for example, the customer representatives should be enabled to input their complaints into the new system after they log on; the input information should be tagged with entry time, date and names; the manager of production

42、or quality department in XXX should be enabled to read these customer complaints only, but no right to revise them. Each piece of customer complaint should be separately listed and placed on the top of a form. The administrator of the new system should be responsible for confirming receipt of compla

43、ints and reminding the involved departments to give response; meanwhile, he or she should also be responsible for updating the customers the progress of complaint handling through the system.If this assumption becomes reality, timely communication-the key to the argued problem, will be available, an

44、d consequently eliminate the customer complaints on poor efficiency of XXX s complaints handling system.However, it should be clarified that the new internet-based customer complaints handling system will serve as only compensation to the existing conventional system built on phone calls, fax, email

45、 and personal visits rather than replacing them.To ensure this project is researchable, a SWOT analysis should be given ahead of time.2.3.3SWOT analysis to the project1) Strengths XXX management is giving high priority to customer information service. XXX has gained six long-term customers and is ma

46、naging to keep them by improving service quality. XXX has established company LAN and access to Internet with security system. I taught myself of Web page technique before. And there is one IT engineer is more capable of this technique2) Weakness XXX has only one full-time employee in charge of cust

47、omer complaints liaison. When he is on sick leave or out busy on something and another customer is calling in, no backup fills the position. The Sales department of XXX contacts with customers only by means of telephone call, fax, email and personal visits. XXX does not make a good use of the compan

48、y web page in customer-related information sharing. 3) Opportunities Enhanced customer service is required and urgent in the increasingly competitive market. IT technology has been developed well enough to actualize controlled and internet-based information sharing. An efficient customer complaints

49、handling system will reduce cost and consolidate XXXs reputation in the market at home and abroad, which will benefit its long-term development.4) Threats Computer viruses and hackers may attack the to-be-built internet-based system and there is risk to lose or leak important data. Some more staff m

50、ay be needed to input and maintain the information on the internet-based customer complaints handling system.IV. Project Design1.Project ObjectivesMy research objective is to improve the Customer Complaints Handling System in XXX for enhanced efficiency and effectiveness.2.Project PlanI made a two-m

51、onth (nine weeks) plan as follows to actualize this objective. Here is my work plan:By the end of Week One Find an IT engineer (Information Technology) to help me, Work out the specific target of the new system and the process flow.By the end of Week Two Find the necessary tools, including both hard

52、ware and software needed. Start the web page design with the assistance of the IT engineer.By the end of Week Six Finish the web page design basically.By the end of Week Seven Complete the trial run and debugging of the new system on the company LAN (Local Area Network)By the end of Week Eight Publi

53、sh the new Web page (Internet-based customer complaints handling system) on the Internet Notify the clients of the new system and instruct them how to use it.By the end of Week Nine Check the feedback from the clients about the new system. Revise it accordingly Close the project.V. Project Implement

54、ation and Evaluation 1.Project implementationThe project plan aiming at improving customer complaints handling system started off actually on April 19, 2004 and closed on June 18, 2004. The implementation process can be divided into the following several stages.1.1. Finding IT engineer, tools and fo

55、rmulating specifications and process flow1.1.1IT engineerFortunately, I find one competent IT engineer in XXXs Information Department, who has the following qualifications and experience:Bachelor degree, major in computer, More than one years experience making HTML web pages,Very skillful in using s

56、oftware such as Dreamweaver, Firework and Photoshop,Able to write HTML codes and has a good understanding of Java script ,He is also a good team player.1.1.2SpecificationsThe internet-based customer complaints handling system should be so designed to meet the following specifications: Able to receiv

57、e XXXs customer complaints round the clock, which means, whenever a customer has a complaint, it can be sent to XXX through this system instantly, Receipt of complaints should be confirmed to the corresponding customers as fast as possible, which requires the new system to respond the customer autom

58、atically when a complaint is surely received and secured in a database, The customer complaint should be immediately shared to the competent departments, which requires the new system to classify the received customer complaints into, for example, quality related, package related, production related

59、 or others, then forward them to different owners by a list of email addresses that are preset based on the types of complaints automatically, The progress of complaint solutions should be reported to the customers in a timely manner, which requires the technical departments in XXX to feed back the

60、progress of solutions to the system administrator at least once a week, who then can update the customers of the complaints handling progress, All the information should be of considerable security and confidentiality, which requires all the customer complaints related data should be backed up to so