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从惠普看现代IT企业客服管理的发展

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摘 要
随着计算机技术的普及,越来越多的人拥有了电子产品,随之而来的便是IT企业客服的地位逐步提升。作为客服的代表——呼叫中心这个名字以逐渐被人们所接受。它不但为客户提供优质服务,更能间接地带给客户好的购买感受,提高客户满意度,并最终促使客户的再购买,从而使整个企业的品牌效应得到改善,客户忠诚度得到有效的提高。
本文以世界五百强之一的知名IT企业惠普公司的呼叫中心为脚本,逐步深入地探讨其现状及发展蓝图。在本文第一章阐述了整个惠普公司的企业理念,并通过“惠普之道”这一独特的视角剖析其经营上的成功。第二章仍以惠普为例,以一个参与者的眼光解析了呼叫中心的基本运作流程,并通过对厄朗C公式的阐述和清晰地图表反映了呼叫中心的坐席代表排班及电话量预测等相关问题。同时揭示了企业运营过程中的缺陷,提出相关的解决方案,为今后的发展指明了方向。第三章横向概览整个IT企业呼叫中心的发展现状,以“独建”和“外包”两个角度进行描写,并贯穿中外,使数据更具说服力。第四章**了IT企业客服的发展前景,随着客户需求的不断提升,要求客服在技术、管理等方面逐渐适应新的发展,更好的服务于客户。

关键词:惠普之道,CRM客户关系管理,流程控制  

Looking the Modern Development of IT Customer Service Management through HP
Abstract
Along with the popularity of computer technology, more and more people have the electronic products. With that, the status of IT companies gradually upgrades. As a representative of customer service - call center to the name was gradually accepted by the people. Not only does it provide quality service for customers, but also a indirect Strip to the customer feel good to buy. Improving customers’ satisfaction, and ultimately spur the customer to buy again so that the whole enterprise has improved the brand, and customer loyalty has been effectively improved.
This paper will take the one of the top 500 world-renowned IT companies –HP call center as an example, and gradually discuss in depth the status now and its development blueprint. In this first chapter, it will tell the entire HP's corporate philosophy, and through "the HP way" to analyze the operation's success, which is the unique perspective. The second chapter is as a participant in the call center, to analyze the basic processes. Through Erlang C formula elaborated and clear charts reflect the call center representative seats of scheduling and telephone projections, and other related issues. At the same time revealed some shortcomings of business operations, propose solutions for future development specified in the right direction. Chapter III is the horizontal overview of the entire enterprise of the call center, "built independence" and "outsourcing" to describe two angles, which runs through China, the more convincing data. Chapter IV is about Customer Perspective on the prospects for the development. Along with customer needs,  our customer service requirements in technology, management, and other areas gradually adapt to the new development, and better service to customers.
Key words: the HP way,CRM ,process controlling.
 

从惠普看现代IT企业客服管理的发展


目   录    23000字
任务书    I
摘  要    II
ABSTRACT    III 
第1章   绪 论     1
1.1引言     1
1.2背景     1
1.2.1国内状况     1
1.2.2国外状况     2
1.3 理论依据     2
1.3.1客户关系管理理论     2
1.3.2“the HP Way”理论     2
1.3.3数据库理论     3
1.4研究方法     3
第2章     纵向看惠普     4
2.1“惠普之道”的内涵     4
2.1.1企业价值和目标     4
2.1.2经营策略及管理方式     6
2.2 分析与启示     7
2.3“惠普之道”(the HP Way)与今天的惠普     7
第3章     解析IT企业客服管理——呼叫中心     9
3.1呼叫中心的建立模式     9
3.1.1“独建”模式     9
3.1.2 “外包”模式     9
3.2惠普公司的客服管理     9
3.2.1 call center系统中的关键部件     9
3.2.2接入电话的一般流程     10
3.2.3接线服务的监管     11
3.2.4预测数据与实际结果     15
3.2.5惠普公司呼叫中心面临的困难及解决方案     16
第4章     横向看IT企业客服管理     20
4.1成功案例:甲骨文(Oracle)——“独建”呼叫中心代表     20
4.2企业选择“外包”型呼叫中心的几点理由     21
4.3我国IT企业客服发展的三大趋势     22
4.3.1由技术推动转向需求驱动     22
4.3.2由单一语音转向多媒体化     22
4.3.3创新平台实现业务支撑     23
第5章 IT客服业(呼叫中心)未来变革     24
5.1从客户接触流程开始     24
5.2客户洞察     25
5.3运营变革     25
第6章     结 论     28
参考文献     28
致  谢     29

 
参考文献
1.吉尔•戴奇,客户关系管理手册[M],北京:中国人民大学出版社,2004.1, P1~25
2.迈克•贝尔,计算机电话系统——CTI与呼叫中心[M],北京:电子工业出版社,2003.6 , P100~180
3.Lori Bocklund&Dave Bengtson,Call Center Technology Demystified[M],America:Pearson Education Inc.,2002,P20~80
4.布拉德•克里福兰,呼叫中心速成[M],北京:清华大学出版社,2002.2,P10~15
5. 唐&迈克雷南,数据挖掘原理与应用SQL Server2005数据库[M],北京:清华大学出版社,2007.1,P10~50
6.涂飞,算法与数据结构[M],北京:清华大学出版社,2005.4  P1~50
7. Real Bergevin&Allen Wyatt,Contact Centers for Dummies[M],LSA:Wiley Publishing.Inc,2005.8 ,P1~20
8. DAVID PACKARD, The HP Way[M] , America: Collins Design, 2007.2 ,P1~100
9.李开复,做最好的自己[M],北京:人民出版社,2005.9,P10~15
10.斯蒂芬•狄福,惠普之道[M],哈尔滨:哈尔滨出版社,2004.8,P1~15

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