【正文】 Define reporting needs to report profitability statistics for customer service operations Identify areas of improvement required from IT Identify best subprocess for problem / solution history analysis Depose current service activities into customer service subprocesses at each local office, such as in the areas of problem management, spare parts management, customer service personnel management, service coverage management and customer installation information management assist with the identification of conceptual design implications for IT systems。 Knowledge of current systems being used in Huwaei. Increase accuracy in customer installed configuration. Develop and maintain a skilled service teamNote: This project has specifically excluded any reference to Year 2000 capability including Year 2000 contingency planning and pliance issues. As such the IBM consultant team has not provided any advice nor does it make any remendations in respect of ensuring Year 2000 pliance for any existing or proposed systems. In all cases where technology solutions are referenced the technology supplier should be contacted to determine Year 2000 pliance status.Business BenefitsIssues being resolvedThis project will have a positive impact on overing the following specific issues:Service 39。D such that future products can be designed to serviceability and maintainability. The “Develop Product” process to share information in respect of field experience of product reliability for existing products, and serviceability and maintainability requirements for future products. The “Market Product” process for service standards and fees. Customer Services Personnel Management Automatic generation of customer installed configurations from ‘Inventory’, during shipment of orders.After reengineered the “Provide Post Sales Customer Support” process, the following capabilities will exist: Lack of customer service strategy to define national support structure, escalation channels, and nonHW produced accessories, andD assistance.ApproachThis project will be undertaken in 3 phases.FocusThe Focus phase is concerned with defining the future strategy and positioning of Customer Services in Huawei and understanding the real wants and needs of Huawei’s customers. Then the future operating characteristics and desired outes of customer services function can then be defined. During this phase, current customer services operations and the variations in operations across local offices will be analysed to enable process inconsistencies to be identified and to enable current best practices to be agreed. In addition, the current I/T technology and tools used in customer services will be assessed to understand the existing I/T capabilities for delivering customer services. Specific outes desired but currently not being achieved in customer service will be identified and then targeted for improvement. InventDuring the Invent phase improvements to the existing customer service process will be defined to ensure issues in problem management, spare parts management, customer service personnel management, service coverage management and customer installation information management can be handled effectively in the future. Further, during the Invent phase, the following should be built into the future customer service processes: Consultancy Skills: The ability to capture detailed cost information to assist in managing Customer Service as a business requires that cost information be collected at appropriate steps in each of the relevant business processes. The Costing project will define the standards and rules for calculating costs and thus assist in determining where and how cost data should be collected in this process. Identify transaction volumes associated with each activity Identify best service billing subprocess Agree rationalised process operations and “best process” view with Customer Service management Define parts access needs Analyse Requirements and Describe Future Business Processes [TK067] Agree on Future Business Processes [TK068] Conceptual Design Implications for Organisation and Control Systems Identify Requirements for Future Organisation amp。 Confirm process’ position on product / process change matrix Confirm process outes not being achieved with Customer Service management Assess Customer Wants and Needs Run Moments of Truth Workshops [TK020] Summarise and agree results of MOT workshops [TK021] Document purpose and objective of each measure Define the future position on the product / process change matrix for Customer Service directing the new process design。 A mechanism to capture installed configuration changes after notification by customer or by onsite customer service engineers. The product reliability and serviceability will improve due to the feedback loop mechanism in place from customer service to Ramp。 An improved ability accurately diagnose cause of problems and identify resolution actions “very fast”. Customer Installation Information Management the future Huawei standard service offeringBusiness Reengineering Project PlanBR05. Post Sales Customer ServicesInformation Technology Strategy and Plan ConsultancyPhase 3 ReportFebruary 1999BR05. Post Sales Customer Services Scope and ObjectiveThis project is to reengineer the “Provide Post Sales Customer Support” process of Huawei with the following key objectives in mind: fee versus free customer service strategy Define processes, organization and technology required to provide service contract management, warranty and contract coverage period. An improved ability to resolve customer problems within agreed service levels. Customer satisfaction will improve due to effective and efficient customer service given the agreed service level. A fe