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1、1注：此范文仍有可能存在不足之处，仅供参考！注：此范文仍有可能存在不足之处，仅供参考！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 ArtsInst

2、itute of Online EducationBeijing Foreign Studies UniversityJanuary 20052论文中文摘要论文中文摘要XXX 国际铸造有限公司（XXX）是一家以生产汽车发动机缸体和缸盖铸件为主、通过了ISO9000 认证并且正在申请 QS9000 认证的中美合资企业，其客户以国外的汽车或汽车发动机厂家和国内的合资汽车发动机厂家为主。随着客户的增加和产品种类的增多，产品售后服务逐渐成为客户投诉的一个重点，具体来说，多家客户认为 XXX 对客户产品投诉做出反应所花费的时间周期比他们预想的要长，而且中间缺乏与客户对产品投诉处理的进展情况进行及时、有效

3、的沟通。本文希望利用互联网这一不受时空限制的通讯平台，通过建立一个网页形式的“客户投诉处理系统”来解决这一问题。而且利用两个多月的时间完成了对这一课题的初步分析、调查、计划和实施。其间所采用的研究方法包括：原因分析法、调查问卷和集思广益法（Brainstorming）等方法。通过研究和实践，最后得出结论：利用互联网网页技术可以建立一个新颖的客户投诉处理系统，其在超越时空限制、及时性、信息的长期有效性、沟通的交互性方面具有独特的优势，是对常规的、通过电话、传真、电子邮件、人员访问等方式建立的客户投诉处理系统的一个有力的补充与发展。尽管这一方式有上述一些优点，值得在企业推广，但另一方面，随着互联网

4、上病毒、黑客、木马的泛滥，在如何保证这一系统的安全性方面还需要做进一步的探讨。3Abstract 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 re

5、spond 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 ver

6、ified 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 f

7、easible 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 int

8、eractivity, 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.4Table of ContentsI.INTRODUCTION.51.PROFILE OF XXX.52.CUSTOMER FILES.

9、53.BRIEF 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 DESI

10、GN.121.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 DISC

11、USSION.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.235I.Introduction1.Profile of XXXXXX Casting C

12、o., Ltd (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 Benef

13、it and 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 int

14、o engines. 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 l

15、ong-term 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

16、in XXX, 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 X

17、XXs existing customer complaints handling system. 6II. 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

18、Organization 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 nee

19、ds and 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 ac

20、cepted 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 (

21、access) 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 I

22、SO 9001:1994. 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 servi

23、ces as 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 7demands should be analyzed and taken from the standpoint of customers rather than for the interests of the business.(Market

24、ing Science, 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 Desi

25、gn”(John 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

26、from the 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 dete

27、rmined 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 Prelimina

28、ry Research1.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. 82.Problem analysis2.1. Customer ComplaintsGenerally, the customer complaints can be summarized into the kinds as follows: The qual

29、ity-related 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 we

30、re not informed 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

31、that customers 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

32、 and the 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 depar

33、tment, who also take the responsibility to feed the solution back to the corresponding customers whenever the solution is submitted from the competent departments.9Generally, all the phone calls, faxes, e-mails and personal visits related customer complaints would find the administrator.2.3. Researc

34、h methodsBased 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 cu

35、stomer complaints 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 an

36、d effective 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 com

37、munication 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 co

38、nfirmed to 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 10a timely manner, All the information should be of considerable security and

39、confidentiality. 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

40、 the existing 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 contac

41、t in the customer 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

42、production 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 receip

43、t of complaints 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 av

44、ailable, and 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 11complaints handling system will serve as only compensation to the existing conventional system built on phone call

45、s, fax, email 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 custom

46、ers and is managing 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 c

47、harge of customer 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

48、of the company 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 12and internet-based information sharing. An efficient custo

49、mer complaints 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. So

50、me more staff may 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 Pla

51、nI made a two-month (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, incl

52、uding both hardware 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)13By the end of

53、 Week Eight Publish 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.

54、Project Implementation 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 engin

55、eer, tools and formulating 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 sk

56、illful in using software 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 specification

57、s: Able to receive XXXs customer complaints round the clock, which means, 14whenever 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

58、 the customer automatically 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,

59、 production related 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 XX

60、X to feed back the 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