JAC聆听客户声音变革企业管理体系的实证研究

An Empirical Research of JAC on Changing Management System by Listening to the Voice of Customers

以JAC集团某企业聆听客户声音，变革其生产管理体系的理念为基础，阐述了企业运用网络交互式沟通方法，通过协同管理建模，倾听客户声音，变革其业务链中的客户沟通、压力传感、绩效考核、业务协同和客户满意度评价等管理机制，使企业在市场压力感知与应对、业务协同高效运作和客户满意度提高上获得竞争能力，有力推动了企业生产效率和经济效益的提高。

Based on the idea of listening to the voice of customers to innovate the production management system initiated by an enterprise in Anhui Jianghuai Automobile Group （JAC） , an Interactive communication method is proposed that changes the management mechanism of customer communications, pressure sensing, performance appraisal, business collaboration and customer satisfaction appraisal in business chain by constructing a model of collaboration management to listen to the voice of customers, for making enterprise have competitive power in perceiving and coping with market pressure, coordination and efficient business operations and improving customer satisfaction, which is a strong impetus to enhance the productivity and economic effectiveness of enterprise.