业务流程决定了企业运营的效率,其涵盖了采购、制造、销售等一系列的生产环节,因此对流程的分析和优化对于企业管理来说有着十分重要的作用.投诉,在日常生活中是商家和客户关系中最常见却又最敏感的问题,投诉问题处理好坏直接关系到商家的信誉和品质,应该引起足够的重视.本文分析了现有的S中国销售公司的投诉流程,发现其流程在时间成本和费用成本的消耗上都存在问题,需改进.利用Witness仿真软件对投诉流程系统进行建模和仿真,提出了投诉流程的优化方案,仿真结果证明了改进后方案的可行性和有效性,为流程的优化提供了一种有效的定量分析技术.%Since business process determines the efficiency of business operations, which covers procurement, manufacturing, sales, and a series of production .process analysis and optimization have played an important role in the enterprise management. Complaint , as a common problem of customer to business , is related directly to the business reputation and should be greatly preserved. This paper analyzes the complaint procedure in the existing S-Chinese sales company and finds the problems on both time cost and expense cost, which need to be improved. After modeling and simulating on the complaint process in the use of Witness software, we propose the optimization solution. The simulation result shows the solution turns out to be available and provides an efficient quantitative analysis technology.
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