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1、-------AbstractAbstractInrecentyears,theworldeconomyisinthemildrecoveryperiodduringthefinancialcrisisandtheEuropeandebtcrisis.Eacheconomyentityhasenteredthestageof"transferstructural,steadygrowthandpromotereform".Howtoprovideinnovateserviceisanotherchallengewhichtraditionalmanufacturersmeetwhentheya
2、lmostfinishedbusinesstypetransformationfrommanufactureonlytoservice-oriented.Customerserviceafter-salesasanimportantpart,playsaveryimportantroleinthecompetition.Thepaperfocusesonhowtoshortendeliverycycleofcustomerorderwithoptimizingafter-salesserviceprocesstoreduceoperationcostandinventory,andfinall
3、yprovidebettercustomerexperience.MiTACisoneofthefamouscomputerOEMenterprisesofTaiwan.YCompany,asoneofMiTACgroup’ssubsidiary,istheservicecenterspecializingincomputermaintenance.MoreandmorecustomersrequestedYCompanytoimprovetheirleadtimeofrepairing,uponthispurpose,thispaperappliedtheoryandmethodofbusi
4、nessprocessreengineeringtoanalyzeexistingproblems,andprovidedoptimizedscheme.Thenewsolutioncanimprovemanyaspects,suchasRMA(returnmaterialauthorization)receiving,repairflow,logisticsmanagement,qualitymanagementandMIS,etc.,andfinallyallthesecometoshortenleadtimeofrepaircycle.Thefirstchapterintroducest
5、heresearchbackground,significance,content,methodandtechnicalroute.Thesecondchapter,tocollectandstudyrelative-III------------Abstracttheoriesandliterature,containsintroductionofcustomerserviceofcomputerOEM,theoryofbusinessprocessreengineeringandcontinuousimprovementofcomputerOEMwithBPR’smethod.Thethi
6、rdchaptermainlyinterpretedrelatedbackgroundandoldcustomerservicerepairflowofYCompany,diggingouttherootcauseanddoanalysis.Thefourthchapter,asthekeypartofthispaper,mainlyusedESIAmethodtoanalyzeandre-designrepairflowofYCompany,toproposetheoptimizedschemeofrepairflow.Meanwhile,theoptimizedschemeisdemons
7、tratedbythehistoricaldata,anditprovidedthebasisfortheapplicationofoptimizedscheme,andensuredthesuccessrate.Thelastchapteristodemonstratetheproposedoptimizedrepairflowwiththenewdataaftertheapplication,
