Abstract:

Since business process determines the efficiency of business operations, which covers procurement, manufacturing, sales, and a series of production ，process analysis and optimization have played an important role in the enterprise management. Complaint , as a common problem of customer to business , is related directly to the business reputation and should be greatly preserved. This paper analyzes the complaint procedure in the existing SChinese sales company and finds the problems on both time cost and expense cost, which need to be improved. After modeling and simulating on the complaint process in the use of Witness software, we propose the optimization solution. The simulation result shows the solution turns out to be available and provides an efficient quantitative analysis technology.

Key words: business flow;flow optimization;complaint flow;witness;optimal simulation