摘要
文章分析了6西格玛和客户关系管理的对应关系,指出它们在系统管理、过程控制、以客户为中心、提高企业核心竞争力和辅助决策等方面的相同点;着重从顾客需求分析和核心业务流程改进两方面,讨论了6西格玛对CRM的影响和作用。目的在于帮助企业在实施CRM的同时,引入先进的6西格玛管理理念和方法。
Firstly the thesis analyses the corresponding relations between 6sigma and the customer relation management, and points out identical points in system management, process control, customer center, the measures which used to prove the core competitive force and decision support. The thesis extremely discusses the effect and function of 6sigma on the customer relation management. The aim of the thesis is to help enterprises to introduce advanced 6sigma management principle in carrying out the customer relation management.
出处
《华东经济管理》
CSSCI
2009年第8期131-134,共4页
East China Economic Management
关键词
6西格玛
客户关系管理
业务流程
6sigma （6σ）
customer relation management （CRM）
operation flow
