華語女同志電影中「家的意義」－以《蝴蝶》、《今年夏天》為例及利豐采購管理有限公司

PAGEPAGE1華語女同志電影中「家的意義」－以《蝴蝶》、《今年夏天》為例摘要本篇論文試圖分析兩部華語女同志電影：《蝴蝶》及《今年夏天》。本文認(rèn)為一般的華語同志電影幾乎透過「家」的主題探究同志主體的身分認(rèn)同，不過，始終無法重新思考「家」的意義。但是在《蝴蝶》及《今年夏天》中，導(dǎo)演試圖挑戰(zhàn)中國傳統(tǒng)文化的基礎(chǔ)價值－「家」的意義，且企圖顛覆「家」的固定價值。因此本文主要涵蓋兩個層面的討論，包括：異性戀機(jī)制的家及同志伴侶的居所進(jìn)而引導(dǎo)至一種對于「家」的想象，最后賦予「家」的意義的多元可能性。關(guān)鍵詞：女同志電影、家、主體、認(rèn)同

Chinese-LanguageLesbianCinemaabout“themeaningofhome”--WithFocusonButterflyandFishandElephantAbstractThisarticleattemptstoanalyzeChinese-languagelesbiancinema:ButterflyandFishandElephant.ItpointsoutthatgeneralChinese-languagelesbiancinemasexploreself-identitythroughtheideaof“home”,butneglectthemeaningof“home”.HoweveronButterflyandFishandElephant,directorsseektochallengeChinesetraditionalvalue-themeaningof“home”,andintendtosubverttheintrinsicvalueof“home”.Therefore,thisresearchwithtwodimensionsincludestheheterosexualhomeandthehomosexualcoupledwelling,andthentopicturetheimageof“home”.Finally,endowwithdiversifiedthemeaningof“home”.Keywords:LesbianCinema,Home,Subjectivity,IdentityToEnhanceLi&FungSalesBusinessthroughImprovingCustomerServiceSubmittedbyStudentIDnumberSupervisedbyApapersubmittedinpartialfulfillmentoftherequirementsofthedegreeofBachelorofArts

摘要利豐采購管理有限公司，作為全球較大規(guī)模的代理及貿(mào)易商，從1906年在廣州誕生至今，已有超過105年的歷史，已在全球143個國家和地區(qū)設(shè)有辦事處，集團(tuán)總部設(shè)在香港，其中深圳員工有近3000人。集團(tuán)業(yè)務(wù)涉及從食品，紡織品，家電到零售等等。旗下各部門雖然都是獨立核算、自負(fù)盈虧，所負(fù)責(zé)的產(chǎn)品及品牌都不一樣，但都充分利用了公司的全球供應(yīng)鏈體系促進(jìn)業(yè)績有條不紊地發(fā)展，更可喜的是有近50%的商品采購都來自中國分公司的努力成果。然而伴隨近幾年來市場竟?fàn)幍母蛹ち?、新興國家對外開放的加大及勞動力成本的低廉，就本人所屬的JJ部門業(yè)績從２０１０年至２０１１銷售業(yè)績無明顯地增長，即使同一產(chǎn)品在中國生產(chǎn)，也轉(zhuǎn)向國內(nèi)其他的貿(mào)易同行，面對此趨勢，如不及時采取相應(yīng)的措施，特別是在客戶服務(wù)方面，如不進(jìn)一步改善及升級，公司銷售業(yè)績必定會受到影響?；贘J部門的現(xiàn)狀及市場調(diào)查、分析，本論文真誠地提出假設(shè)：同一產(chǎn)品同一價格同一產(chǎn)地的前提下，要想贏得客戶的信任，服務(wù)態(tài)度及觀念地提升必定是一副良藥。本論文旨在通過設(shè)計一個如何提升客戶服務(wù)的計劃，來提升公司的銷售業(yè)績同時并使客人能在不久的將來能積極主動地尋求與我司合作，從而穩(wěn)定公司長遠(yuǎn)發(fā)展計劃。本論文也試圖借此計劃的設(shè)計，調(diào)查，實施及評估的整個過程，研究探討出一套以人為本的服務(wù)理念，也正符合公司所傳承“OneFamily"的發(fā)展理念。本項目的實施期間為2012年3月份至2012年4月份。項目實施前期，通過對業(yè)務(wù)部、船務(wù)部、財務(wù)部的調(diào)查，取證，收集及分類所有2011年度JJ部門客戶投訴和索賠案例。中期在通過對現(xiàn)有客戶投訴和索賠案例分類好的基礎(chǔ)上進(jìn)行深層次地評估及調(diào)研總結(jié)出問題根源并制定出初步的客服改良方案。經(jīng)過前中期的調(diào)查分析、實施運行和后期的公開討論及一系培訓(xùn)計劃到實施，JJ部門每位員工的客戶服務(wù)理念及態(tài)度都有著不同程度地提高從而帶動客戶與我司的合作愿景。論文的項目取得了預(yù)期中的效果。實踐結(jié)果證明，客戶服務(wù)的提升及改善對公司銷售業(yè)績起著舉足輕重的作用，只有不斷地完善公司的服務(wù)理念，才可能在激烈的市場競爭中立于不敗之地。關(guān)鍵詞：供應(yīng)鏈體系；商品采購；客戶服務(wù)；銷售業(yè)績AbstractThisBAdegreepaperpresentsadetailedreportofaprojectimplementedtoenhancesalesbusinessinJJdivisionofLi&Fungbyimprovingcustomerservice.Li&Fungaslistedcompany,whichwasestablishedinGuangzhouin1906andnowheadofficeisinHongKong,hasalreadybecomeafastgrowingleaderintrading/agentfield.Thefinanceofits143officesisindividuallyoperatedthroughdivisionbydivision.Itssupplychainsystemisobviouslysuccessfulinservingglobalcustomersandapproaching50%commoditypurchasesarefromChinaoffice,butregardingcustomerservice,itstillhasmuchspacetoimproveandupgrade,assalesbusinessvolumefrom2010to2011remainsslightlyincrease,neartozero.AsJJDivision,thegoalin2012needachieveatleast66milliondollars(60milliondollarsin2011).Theprojectisaimedatenhancingsalesbusinessbyimprovingcustomerservice.ScientificresearchmethodsofquestionnairesandSWOTanalysiswereusedintheidentificationandanalysisoftheproblems.Flowchartandprojectframeworkwereadoptedintheprojectdesign,implementationandevaluation.TheprojecthaslastedfortwomonthsfromMarch2012toApril2012.Aftertheprojectwascompleted,thegoaloftheprojectwasachievedsuccessfully.JJdivisionhasimprovingcustomerservicecontinually,andthenthecustomersaremoreinterestedindealingwithourdivision.ThatistosaythattherearemoreandmoreinquiresinearlyMary.Thereisnodoubtthatcustomerserviceplaysanimportantroleinaagent/tradingcompanyandbyimprovingcustomerservice,iftheproduct'squalityandpricearesame,thecompanywillbeabletocatchmorebusinesses.LookingbacktorecentChinamarket,somanyabroadbrandsintextilefieldcomesin.ItmustbringhugebusinessopportunityevenUSeconomyisstillslowunderrecovering.Nopainnogain.Ifthecustomerservicequalityandconceptwereimproved,thecustomerswouldseethecompany’seffortsandincreasecooperativeopportunities.Keywords:supplychain;commoditypurchases;customerservice;salesbusinessTableofContentsPages1.ProjectIntroduction2.ProjectProblemIdentificationandAnalysis2.1Currentsituation2.1.1Company’sprofile2.1.2Financialstatus2.1.3Humanresources2.1.4Physicalresources2.1.5ThePESTanalysis2.2NeedsandwantsanalysisforJJDivision2.3ASWOTanalysisofthesituation3.ProjectObjectiveandHypothesis3.1Projectobjective3.2Projecthypothesis4.ProjectRationale5.ProjectDesignPlanofactivities(PleaseseeAppendixIFlowchartofActivities)5.1.1A5.1.2P5.1.35.2Riskanalyses5.2.15.2.1.1Peoplerelated5.2.1.2Timeperiod5.2.1.3Productandservicerelated5.2.1.4costingsaving5.2.2P6.ProjectImplementation6.1Projectimplementation6.2Monitoringandevaluation7.ResultsandDiscussion7.1Results7.1.1Thechangesinorderdroppingrate7.1.2DataAnalysisforsalesbusinessvolumeinSummer127.2Discussion8.ConclusionBibliographyAppendixI.AppendixII.AppendixIII.

ToEnhanceLi&FungSalesBusinessthroughImprovingCustomerService1.Introduction(一級標(biāo)題采用Arial12號黑體)Li&Fungisoneofthelargesttradingcompaniesintheworld.Itsbusinessesareinvolvednotonlysoftlinebutalsohardline,anditsreputationremainsnotbad.Anyhow,alongwithextensivemarketopenandlowerlaborinemergingnationstheseyears,thesalesbusinessofthecompanyhasfacedabigchallenge.From2010to2011,thesalesbusinessvolumejusthasslightlyincrease,neartozero.Meanwhile,aslistedcompany,topmanagementsisrequestingtoenhancesalesbusinessin2012.Asseniormerchandiser,IworkwithJJdivisionaround5yearsandamfamiliarwithcurrentsituationwhatismostimportanttobetakenimprovement.Underteamwork,weobtainthatcustomer’scomplaintsandclaimsaregoinguprecently.It’sevidentthatthecustomersarenotsatisfiedwithourcooperation.Byanalyzingthecompany’sprofile,thehardwaresupportsincludingvendorportionsareuniqueandexcellentintradingfield,butserviceconcepthandlingisaleaktostressindailydealwiththecustomers.Thatexactlymeansthereisasolutiontocarryoutinordertoachievethegoalin2012.Customerservicesintradingcompanyconsistofdevelopment,production,finance,shippingservice.Thedevelopmentserviceismosttoughatthebeginning,butshippingservicemustbeaccurateatlastsothat’snoteasytodowell.Itishypothesizedthatbyimprovingcustomerservice,JJdivisionwillbeabletowinthecustomer’sconfidenceandacquiresalesbusinessopportunitiesgradually.Toenhancesalesbusiness,JJdivisionmanagementapprovedtocarryoutaprojectwhichwasaimedatimprovingcustomerservice.Theprojecthaslastedaround2monthsfromMarch2012toApril2012,butsomepreliminaryandfollow-upworkswerealsodoneinFeb2012.Aseriesofactivitieswereplannedtoimplementtheproject.Forcarryingouttheproject,scientificresearchmethodsofquestionnairesandSWOTanalysiswereusedintheidentificationandanalysisoftheproblems.Flowchartandprojectframeworkwereadoptedintheprojectdesign,implementationandevaluation.Itisexpectedthatbyimprovingcustomerservice,JJdivisionwillbeabletogetmoreopportunitiestoenhancesalebusiness.Inregardtomyworkingabilityandcommunicationmethod&attitude,itwillbealsoupgradedalongwithcompany'scustomerserviceimprovement.2.ProblemIdentificationandAnalysis2.1CurrentsituationInordertounderstandtheproblemofthecompany’scompetitivenessbetter,Iconductedananalysisofthecompany’scurrentsituation,ananalysisofthecustomers’needsandwants,andaSWOTanalysistoassessthesituationofthecompany.2.1.1Company’sprofileJJdivisionaltargetedcustomersareallglobalbrandsfromUSA.Itsfranchisestoresareopenedaroundtheworld.Forexample,Juicycoutureasfashionabletextilebrand,itsfranchisestoreisjustopenedinHangzhou,ZheJiangprovince.Inlater2012,themoreandmorebrandfranchisestorewillbeopenedinChinaandotherAsiacountries.Nodoubtthatcustomer’s2.1.2FinancialstatusAccordingtoJJDivisionalannualreport,theoverallsalesbusinessincomefortheyearof2011achieved60milliondollars.7%commissionsformcustomerplus3%-5%commissionsformthevendors.Totalaround10-12%commissionsarenotenoughtocovertopmanagement'snewgoalin2012,whichisatleast66milliondollars.2.1.3HumanresourcesThemanagementteamismadeupofpeoplewithexcellentprofessionalbackgroundandampleexperienceintradingfield.Around3000employeesinShenzhenofficebut30personscomposeof4teamsinJJdivision.JJVP,usedtoworkforLevisinHongKongovertenyears.JJDivisionalmanagerwasthebossasasmallcompanybeforejoiningourfamily.AndmerchandisingmanagerworkswithLi&Fungover10years.Allco-workershaverelatedexperienceintradingcompanybeforeJoiningJJdivision.Shippingandaccountantdepartmentasseparatedivisiontosupportus,buttheywillbetrainedwithustogether,ifwenedhandlesamecustomer.2.1.4PhysicalresourcesLi&Fungtradingcompanyisoneofthelargesttradingcompaniesoragentsintheworld.ItwasestablishedinGuangzhouin1906,itrunsover105yearstillnow.Thereare143officesaroundtheworldandtheheadofficeislocatedinHongKong.ChinahubincludingBeijing,Shanghai,Shenzhen,Guangzhouetc,total20branchesgeneratesestimated50%salesbusiness.ShenzhenofficeasthelargestbranchinChinahasaround3000employeesandplaymostimportantroleinmaintainingandenhancingsalesbusiness.JJ,oneofdivisioninShenzhenoffice,operatesglobalbrandforUScustomers.(example:JuicyCouture,afashionabletextilebrand)2.1.5ThePESTanalysisThenationaleconomybenefitsgreatlyfromastablepoliticalenvironmentandhasenteredinaphaseoffastgrowing.Thishasentailedescalationofpeople’sspendingpowerandconsumingconceptionwhichbroughthugepotentialforthedevelopmentofdomesticandabroadtextilebrand,butthisdoesnotbringJJdivisionorderincreasein2011.Theorderdroppingrateisillustratedasfollows:SeasonStylenumberatdevelopmentstageStylenumberatproductionstageOrderdroppingrate%Spring20111809050Summer20111004040Fall201131815649Holiday201121711854.4Givencustomerbusinessexpansion,thehighdroppingrateresemblesorderloss.Moreover,accordingtodatastatisticin2009,thedroppingrateis30.1%butthereareonly2franchisestoresinChina.Thus,astradingcompany,it’sveryimportanttoimproveandupgradeourcustomerservicequalitiesandconceptstoworkmoreefficiently.2.2NeedsandwantsanalysisforJJDivisionInordertoknowthefactorsthataffectorderdroppingrate.JJdivisionmanagementshavediscussedwithcustomer'smanagementtoholdaquestionnairesurvey,teamcoordinatorsincludingmeareappointedtoworkwiththecustomersinFeb2012.Theresultsarelistedasfollowed:Thereweretotally120customersansweredtothequestionsandhavegiventheiropinions.Thedroppingrateismainlycausedbythatthecustomersisnotverysatisfiedwithourservicesandalsosometimescannotunderstandourserviceconcepts.Amongwhich,51.8%aresatisfiedwithcustomerservice.50%arehappytoworkwithJJdivision.63%thinkthatcommunicationisnotenoughefficientandprofessionaltosolvewhencalloutscomein,speciallyregardingthecomplaintsandclaimshandling,15%additionalconcernsistorequireustoimproveservicesinfuture.Basingonthepoll,JJdivisionalmanagementsarerequestingtoextendmoredetailinternalsurveyondevelopment,production,shipping,financeservicetocomparewithquestionnairesurveyfromcustomers,andthenseeifwhichstepneedtobeimprovedcustomerservicebydetailtoenhancesalesbusiness.Otherwise,thecustomersmustruntoothertradingcompaniestodealwiththeirbusinessexpansion.2.3ASWOTanalysisofthesituationForanenterprisewhowantstoexceeditscompetitorsitneedtohaveaclearpictureofitselfandtheenvironmentaroundit.ThatcallsacompleteSWOTanalyses.StrengthsWeaknessesWellknownenterprisewithlonghistory.StrongsupplychainsystemandgoodbrandsmanagementTalentedandhighlyprofessionalteamExtensivedistributionnetworksStrongestproductivecapabilityamongitsdomesticcounterpartsNotenoughcompetitivepriceonsomegoodsNotenoughcustomerconceptknowledgeLimitedknowledgeonCustomer'shabitmanagementskillandcommunicationnotenoughupdatedlackofacompletemechanismtodetaintalentedemployeesOpportunitiesThreatsGovernmentprotectivepoliciestosupportnationalcompaniestoselltheirownbrandedproductsabroadIncreaseofpeople’searningsledtoincreaseofpurchasingpowerHugemarketcapacityfortextileproductsHighlycompetitivedomesticmarketputsconstantpressureonpriceFiercecompetitionfromnumerousdomesticandmultinationalwellknownenterprisesPossibleincreaseinpriceofrawmaterialanddecreaseofpeople’sspendingpowerduetoongoinginputpatterninflationAsyoucansee,fromtheaboveSWOTanalysis,Li&FungJJDivisionisshowingpotentialtalenttomakebettercustomerservicebyenhancingitsstrength,opportunities,overcomingitsweaknessesandfindingwaystothriveagainstthreats.Forexample,themanagementcanworkoutamoreefficientincentiveplantodetainthecompany’stalentsandkeepstabilityofcoremanagementteamandprofessionalityofcustomerservice.Theobjectiveofthisprojectistoimprovecommunicationwiththecustomer,improvehandlingofthecomplaintsandclaimsfromthecustomerandsooncustomerservice.3.ProjectObjectiveandHypothesis3.1ProjectobjectiveThegoalofthisprojectistoenhancesalesbusinessofJJDivisionunderLi&FungTradingcompanybyimprovingcustomerservice.Forexample,thecompanywouldimprovecommunicationwithcustomersandlowercustomers'complaintsandclaimsetc,andFurthertofeatureChinahubisstillthebestcompetitivepurchasingcentreandthebusinessvolumewillbegrowingsteadilyincomingdays,supposeditshouldhave10%increase,from60milliondollarsto66milliondollars.3.2ProjecthypothesisEventhoughthecompanyhasexcellentsupplychainsystemtosupportsalesbusinessmaintainingandexpansion,thepositiveresponsefromotherenterprisehasalreadywinovermoreorlesspurchasingcontracts,especiallyalongwithglobaleconomyrecoverygradually.Itishypothesizedthatbyimprovingcustomerservice,thereputationofcompanywillbeupgradedaswellasrelativebusinessvolumeincrease.Thatjustfitsprojectobjective.4.ProjectRationaleThereisnodoubtthatallwantstoknowwhyLFJJdivisionneedtomakeimprovementsoncustomerservice?Thequestiondrawsattentiontotheimportanceofcustomerservice.Alongwithbittercompetitioninthemarket,peopleshouldrealizethatcustomerserviceisgettingmoreandmoreimportanceasbusinessmanandagenttoenhancesalesbusiness.JustasMrSongYushuinBooktheSpiritofService(2006)states:littlethingsandaccomplishgreatthings,thedetailsoftheachievementsisperfect.Theserviceisoneofprocessincommunicatingwithcustomer.Theservicecanpresentitsvaluetoenhancesalesbusinessifpeopleisgoodat,willingtoandisheartedtocommunicatingwithcustomer.Thistheoryespeciallyappliesfortradingcompanyandagenttostudy,asthesalesbusinessofJJdivisionstillremains60milliondollarsnoincreaseinthepast2011.Itisverynecessarytofindawaytocapturemoremarketingsharing.Inotherwords,thecompanyneedlearntodevelopwiththeirclient,likeMsYuHuixiawritesinBookDevelopwithYourClient(2008):weeventuallywouldstandinrightpointthatweshouldhaveowned,ifwealwaysservetheclientfromthebottomofourheart.Alsoitisundercurrentcircumstance,thecompanyshouldnotbesatisfiedwithexistingsalesbusinessandgoal,butneedovercomedifficultytoobtainimprovingbyindustrializing.Moreover,theremustbehappenedthecomplaintsandclaimsfromcustomers,eventhoughthecompanyjustwantstomaintaincurrentsalesbusiness.Incaseitcomes,thecompanyneedlearnhowtoreduceoreliminatethelostcausedbycrisis.JustlikeYouChangqiaostatesinBookCrisisPublicCrisis(2006):Inordertomaintainrelationshipbetweenwithcustomers,theenterpriseshouldacquire5Sprincipalsofcrisispublicrelation:Shoulderwithmatter,Sincerity,Speed,System,Standard.i.e.Theenterpriseshouldbearrelativeresponsibilitytocommunicatewithcustomerssincerely,andexplaintothecustomersatfirsttime,andcreateacompletedsystemtooperatewithallparties,andcontactauthorizedorganizationtostandardize.Inaddition,thecompanycouldgothroughcustomerrelationshipmanagement(Gartner,anUSAcompany,roseupbefore)toenhancecustomer'ssatisficationandlowerthelostofsalesbusiness,asthemarketmoreorlessiscombinedwithcustomerrelationship.Tosumup,ifthecompanywouldimprovecommunicationwithcustomersandlowercustomers'complaintsandclaims,andlearnhowtosolvecrisisrelationpublic,thesalesbusinessshouldhavebeenincreasedfrom60milliondollarsto66milliondollars,about10%increase.ProjectDesign5.1Planofactivities(PleaseseeAppendixIFlowchartofActivities)5.1.1Activitiesplannedtotakeplaceandthetimescale1).Tocollectallthecomplaintsandtheclaimsfromthecustomersinthepast20112).Toclassifyallthecomplaintsandtheclaims3).Toevaluatetherootofallthecomplaintsandtheclaims4).Opendiscussion&improvementproposalsubmission,teambyteam5).Teamleader'sreporttomanagementandfurtherdiscussion6).Improvementproposalsannouncementtoallteams7).Opinionfeedbackfromeachteam8).Proposalfilter9).Customerserviceimprovingtraining10).FinalproposalimplementationItwilltakesevenweekstosurveyandimplementiftheprojectisapprovedtowork.Infirst2weeks1).Tocollectallthecomplaintsandtheclaimsfromthecustomersinthepast20112).ToclassifyallthecomplaintsandtheclaimsInThirdweek3).ToevaluatetherootofallthecomplaintsandtheclaimsInFourthweek4).Opendiscussion&improvementproposalsubmission,teambyteam5).Teamleader'sreporttomanagementandfurtherdiscussionInFifth&Sixthweek6).Improvementproposalsannouncementtoallteams7).Opinionfeedbackfromeachteam8).ProposalfilterInSeventhweek9).Customerserviceimprovingtraining10).FinalproposalimplementationPeopleinvolvedintheactivitiesandtheirresponsibilitiesMsSusannaCao,VPofJJDivisiontakestheleadofthewholeoperation.Sheisresponsibleforassigningthetaskandmakingimportantdecisionregardingprojectaction.MrEllicLi,JJDivisionmanager,isinchargeofmonitoringallwholeoperation,andcommunicatingwithcustomertoobtainmoreimprovedsuggestions.MsAmyGong,merchandisingmanager,willberesponsibleforcommunicatingwithadministration,accounting,shippingdepartmenttoseekfullycooperation.AliceZhong,VPsecretary,willbeinchargeofkeepawatchfuleyeonthetimeframeofprojectandreachrelateddepartmentiftheteamneedshelp.5.1.3Iamappointedasoneofteamcoordinatortoremindteammembertocompletetheassignmentonschedule,andthenreporttomanager.StationerychargewillbearoundRMB7000Conference&VedioconferencebookingfeewillbeRMB2000ProjectoperationfeebetweentheteamwillbeRMB15000CustomerserviceimprovingtrainingfeewillbeRMB3000ContingencyallowancewillbeRMB5000ProjectCostshownintableStationerycharge7,000Conferencebookingfee2,000Projectoperationfee15,000Trainingfee3,000Contingencyallowance5,000TOTALCOST32,000Riskanalyses5.2.15.2.1.1PeoplerelatedPeopleinvolvedintheprojectmayhaveemergenciesandneedtotakedaysoff,whichwillaffectthewholeproject.Customerwillnotbecooperativetoacceptourquestionnairesurvey,detailbydetail.Co-workerscannotaffordimprovedcustomerserviceconceptandleavethecompany.5.2.1.2TimeperiodIfpossible,theprojectcanbeshortened1weekduetocomingbusinesspeakseason.5.2.1.3ProductandservicerelatedItistoughandunaccustomedfortheteamtoworkwithnewserviceatthebeginningbutmustinsisttillcustomerhasfeedback.Theorderdroppingratewillnotchangeinashortperiod,asthecustomersneedsometimetotaste.5.2.1.4costingsavingPleaseseeifnecessarytotaketrainingcourseafterallimprovedcustomerserviceproposalissubmitted5.2.2PTomakesuretheprojectcanbeproceeded,topmanagementshouldissueofficialannouncementtoallstaff.Themanagementshouldauthorizeonecolleaguetotakecareofeventsiftheyareoutofoffice.Themanagementshouldinformcustomerinadvancethatwearetryingtoimproveserviceincomingweeks,inordertoenhancebusinessrelationship.Alicezhongwillcometotheteamandcheckthescheduleweeklyincaseofanyteam'semergency.6.ProjectImplementation6.1ProjectimplementationThisprojectwasconductedduring01March2012to23April2012.Thedetailscanbeseenasfollows,WeekonetotwoFurthertostudypreviousquestionnairesurveywiththecustomers(PleaseseeAppendixII.QuestionnaireforCustomer);Collectedallthecomplaintsandtheclaimsfromthecustomersinthepast2011;Classifiedallthecomplaintsandtheclaims(PleaseseeAppendixIII.JJDivisioncomplaintsandclaimsin2011).WeekThreeWorkedingroupandevaluatedtherootofallthecomplaintsandtheclaims.WeeksFourOpendiscussionheldandmanagementtomeetteamleadersandsolicitimprovementproposalteambyteam,thefurtheropendiscussion.(PleaseseeAppendixV.PerformanceAppraisalRegulationandAppendixVI.BonusesandPenaltiesRegulation);WeeksFivetoSixManagementstudiedandfilteredcustomerserviceimprovementproposals;Teamleaderrelayedtheproposalstoeachteammate;Collectedopinionfeedbackfromeachteam.WeekssevenHeldcustomerserviceimprovingtrainingbetweeneachteam;managementsignedthelettertoadvisefinalcustomerserviceimprovementproposalsimplementation.6.2MonitoringandevaluationAftertheprojectplanisimplemented,itshouldbeevaluated.WeeklyconferencewillbeheldeveryFridaytocheckplanorscheduleinpastweekifmeetsrequirement,orneedsimprovement,inthemeantime,themanagementneednoticecalloutfromtheteam.Oncetheplanischosenandimplemented,itseffectivenessmustbemonitored.Weeklyschedulereportwillbesubmittedtoevaluate.Forrelateddefectsonschedule,thediagnosisisfollowedbyanactionplanforimprovingoverallimplementation’seffectiveness.7.ResultsandDiscussion7.1ResultsTheimplementationperiodforthisprojectwasbetweenMarch2012andApril2012.Somepreliminaryandfollow-upworkswerealsodoneinFeb2012.Thedatawascollectedfromcustomersandcompany,theopinionsandproposalswerefromeachteam,themanagementdecidedfinalproposalstocarryout.7.1.1ThechangesinorderdroppingrateByhavingthecomparisonbeforeandaftertheproject’simplementation,Summer2011orderdroppingratewas40%,butSummer2012hasfallendownto32.4%.Eventhoughtheorderdroppingratewasreducedinlowseason,thishadgreatlyenhancedthecompany’ssalesbusiness.Onwards,theorderdroppingratewillbereducedincomingpeakseason.7.1.2DataAnalysisforsalesbusinessvolumeinSummer12Duetoimpressiveorderdroppingratereduce,theteam’smotivationisencouragedinimprovingcustomerserviceandworkefficiencyisalsogettingbetter.Ontheotherhand,Summer2012salesbusinessalsohasrelated9.73%increasevsSummer2011.Herearechartsforeasyreference.SeasonStylenumberatdevelopmentstageStylenumberatproductionstageOrderdroppingrate%SalesBusinessVolume/milliondollorsSummer201110040408Summer20121083532.48.787.2DiscussionAsiswell-known,themajorpurposeofacompanyrunningabusinessistomaximizeitsearningprofits,especiallyaslistedcompany,company’sperformancemustsubmittoshareholdersforreviewinginfixedperiod.Thedivisionwillbereconstructedorrepealed,ifthesalesbusinesscannotmeetassignedgoal.InLi&Fung,itspowerfulsupplychainsystemiswellrecognizedsothecustomerserviceisakeypointtodevelopsoftlanding,thus,itwillmakesalesbusinessincrease.8.ConclusionTosumup,thisproject’sobjectivesareachievedsuccessfully.Byimprovingcustomerservicefromdevelopmentstagetofinancestage,wehaveobtainedacertaineffortinSummer12running,andeachteamhasacceptedcustomerserviceimprovementconceptfromthebottomoftheheart.Italsohelpsustoadjustmentalattitudestoworkwiththedivisionmoreefficiently.Andithelpedustohavebetterunderstandonhowtoworkonbothcustomerandvendorbehalf.Inthecontemporarybusinessenvironment,thecompetitionbetweenthecompaniesinthesamefieldismoreandmoreintense.Withcompaniesthatproducesameproductsorprovidesameprice,thosethatprovideproductswithbetterservicewillalwaysbemorecompetitiveandhavemorechancestomakeadeal.Fromthisproject,ittellsusthatbyimprovingcustomerservice,weobtainnotonlysalesbusinessgraduallyincrease,butalsoco-worker’sself-improvement,inotherwords,itindirectlyreflects“PeopleOriente