六西格玛管理在烟草公司客户服务中的应用

Application of Six Sigma Management in Customer Service of Tobacco Companies

在详细分析某烟草公司客户拜访工作流程、客户服务日常工作流程的基础上,运用六西格玛管理理论,结合现场观察、实地调查,指出客户服务流程中存在的问题,分析影响客户服务质量的关键因素,确定需要改进的服务流程,提出优化建议,从而提高客户满意度,提高客户经理工作效率与工作积极性。

By the application of Six Sigma Management, this paper detailedly analyzes the work flow of customer visits and customer daily service in a tobacco company, and points out the existing problems. It also analyzes the key factors which influence the quality of customer service, determines the service flow needed to improve, and puts forward the optimization suggestions, which will improve customer satisfaction, and improve work efficiency and work enthusiasm of customer managers.