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首页> 外文期刊>Procedia CIRP >Process Identification for Customer Service in the field of the After Sales Service as a Basis for “Lean After Sales Service”
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Process Identification for Customer Service in the field of the After Sales Service as a Basis for “Lean After Sales Service”

机译：售后服务领域中客户服务的流程识别，以“精益售后服务”为基础

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Original Equipment Manufacturers have recognized that offering After Sales Services enables high revenues. Above this, the offer of After Sales Services combined with primary products is an appropriate instrument to improve customer satisfaction and loyalty. But due to the noticeable increasing competitive pressure in the After Sales Service, a possible solution is the implementation of Lean principles to optimize the customer service-processes. These processes all pursue the target to satisfy the customer's needs. But due to the variety of these processes and difficult, changeable conditions in customer service (varying workload, required material and tools, changing working environment …), there is no valid framework concerning the general conditions and objectives of customer service-processes or no holistic approach for process structuration in these processes. But the framework identification of general conditions as well as a holistic process structuration in customer service is the necessary basis for the implementation of Lean principles. Within this paper (based on a research project funded by the German Research Foundation), the development of a methodical approach to identify general conditions, customer service-objectives and to create a holistic process structuration will be described, which should help the OEMs offering customer services to identify and structure these processes. By the use of this methodical approach, OEMs will be enabled to create a structured process landscape. In the future, this process landscape provides an initial point to implement Lean principles, such as Continuous Improvement or Waste Reduction, in customer service.
机译：原始设备制造商已经认识到提供售后服务可以实现高收益。除此之外，将售后服务与主要产品相结合是提高客户满意度和忠诚度的合适工具。但是由于售后服务中日益明显的竞争压力，一种可行的解决方案是实施精益原则以优化客户服务流程。这些过程都追求目标，以满足客户的需求。但是由于这些流程的多样性以及客户服务中困难，多变的条件（工作量，所需材料和工具的变化，工作环境的变化……），因此没有有效的框架来应对客户服务流程的一般条件和目标，也没有整体的方法这些流程中的流程结构化方法。但是，一般条件的框架识别以及客户服务中的整体流程结构是实施精益原则的必要基础。在本文中（基于由德国研究基金会资助的研究项目），将描述一种方法方法的开发，该方法可以识别一般情况，客户服务目标并创建整体流程结构，这将有助于OEM为客户提供服务服务来识别和构造这些过程。通过使用这种有条不紊的方法，将使OEM能够创建结构化的流程格局。将来，这种流程格局为在客户服务中实施精益原则（例如持续改进或减少浪费）提供了一个起点。

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