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论文编号：	9168
作者编号：	2120142926
上传时间：	2017/6/8 10:37:20
中文题目：	J公司客户体验改善类项目全过程管理研究
英文题目：	J Company Customer Experience Improvement Project Whole Process Management
指导老师：	程莉莉
中文关键字：	项目管理;客户体验;六西格玛;全过程管理
英文关键字：	Project Management;Customer Experience;Six Sigma;Whole Process Management
中文摘要：	当今，伴随着科技的不断进步，大数据，人工智能和移动互联已广泛应用于消费金融的各个领域中。资金、技术知识和人才的流动日渐频繁，消费金融市场的竞争已由对资金、技术和人才的竞争逐步转变为对客户的竞争。 如何更好地服务客户，获取客户的认可并鼓励客户将企业自身的产品和服务推荐给周围的朋友、同事和亲人？这是消费金融企业面临的一个重大课题。客户满意度与忠诚度的提升要求企业具备优秀的客户体验管理水平。客户体验管理是一种全新的客户管理技术和方法，近些年开始兴起，其内涵是从企业战略层面积极地管理客户体验其产品或服务的过程。 目前，虽然中国消费金融类企业对于客户体验的认识与重视程度正在逐步提升，但是企业改善，提升客户体验管理水平的能力较亚马逊、苹果等国际知名企业仍有很大差距。改善、提升客户体验在企业日常管理实践中主要以客户体验改善类项目的形式表现出来。 本文基于对项目管理理论和六西格玛质量体系的研究，收集整理有关文献和资料，应用客户体验管理的相关工具，对J公司客户体验改善类项目全过程管理案例进行深入剖析的常见研究手法进行分析。结合客户体验改善类项目中应用到的方法论进行总结提升，形成一套行之有效的消费金融公司客户体验改善类项目全过程管理方法，以供同一或相近行业企业的客户体验改善类项目管理进行参考。实现管理问题由理论层面向实际应用层面的深入，再由实际应用层面向应对类似管理问题的应用体系层面升华。
英文摘要：	Nowadays, along with the progress of science and technology, big data, artificial intelligence and the mobile internet are widely applied in the areas of consumer finance. The flow of capital, technical knowledge and talent increasingly frequent, consumer finance market competition has been the competition for capital, technology and talent which gradually transformed into competition for the customer. How to better serve customers, gain recognition from customers and encourage customers to recommend enterprises own products and services to their friends, colleagues and relatives? This is a major task faced by consumer finance companies. Enterprise must have a good customer experience management ability to improve customer satisfaction and loyalty. Customer experience management is a new customer management methods and techniques in recent years. It refers to the strategic management of the customer to fully experience the process of product or company. At present, although China's consumer finance companies for understanding of the customer experience and emphasis is gradually promoted, but enterprises still have great gap about how to improve their ability of improving customer experience management level from Amazon, Apple and other international well-known enterprises. Improving and promoting customer experience of the enterprise in daily management practice is mainly reflected in the form of customer experience improvement projects. This thesis is based on the research of project management theory and six sigma system, collect relevant literature, use customer experience management tools to analyze the whole process management of J company customer experience improvement project practice, researches in case of the common research methods. Combining methodology which is applied in customer experience improvement project management to summarize, and form an effective whole process management method of customer experience improvement project, in order to offer the same or similar industry enterprises for reference in customer experience improvement project management. Implementation management problems from the theoretical to the practical application layer surface and by the application layer to deal with similar problems to the management of the application of the system level.
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