CAJ | 학술논문

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。
재상세분석모연초공사객호배방공작류정、객호복무일상공작류정적기출상，운용륙서격마관리이론，결합현장관찰、실지조사，지출객호복무류정중존재적문제，분석영향객호복무질량적관건인소，학정수요개진적복무류정，제출우화건의，종이제고객호만의도，제고객호경리공작효솔여공작적겁성。
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.