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摘要
WTC公司2000年进入中国，总部设在北京，是澳洲柒网络集团的中国子公司
负责中国东北及华北地区的总代理公司，在各个省设有省总部及分公司。这个庞
大的企业就这样开始了中国市场的发展。在发展的这18个年头，WTC公司先后为
卡特彼勒品牌设备销售了数万台的工程机械设备，在卡特彼勒四个代理商中名列
前茅，成功的站住了中国市场。卡特彼勒公司主要负责研发生产制造工程机械设
备产品，在世界影响力之巨大，在欧美市场已经占据了半壁江山，进入中国市场
后，其发展战略为在中国市场要占有非常大的份额，其在中国和四家代理商进行
洽谈合作，把中国市场的产品销售和支持交给四个代理商，其中WTC公司就是其
中的代理商之一。但随着中国经济市场行情的不断变化，期间经历了经济繁荣时
期，也度过了经济市场的衰退阶段，WTC公司在经营管理上也出现了很多问题，例
如，在2012年中国煤炭行业大萧条时期，所有工程机械行业进入了历史同期谷底，
期间公司采取了“凤凰计划”大裁员行动，将原本将近两千人缩减了一半，公司
虽然减少了人工成本的支出，但还是不能满足公司取得良好的效益，还需要管理
人员提高运营管理能力，改善优化公司业务流程，提高员工工作积极性和工作效
率，为公司创造出价值
WTC公司目前主要负责中国华北和东北地区的卡特彼勒产品的销售业务、售后
服务业务、零配件销售支持业务以及二手产品的销售及整机租赁业务。在这十几
年的运营过程中，为顺应中国经济的发展并紧跟中国工程机械行业各公司的步伐
公司不断的对业务进行调整和改善优化。但随着近几年中国经济的飞速的发展，
公司目前已经在业务流程发展上有些滞后，例如公司销售部门业务在销售流程上
没有及时更新业务系统导致工作过于繁杂，销售人员匮乏以及业务能力不足等，
服务部门业务流程同样也过于落后，缺乏智能系统和有效的管理流程，纸质报告
环节过于浪费等问题
因此，本文主要对WTC公司的销售部门和售后服务部门的业务流程进行分析
并给出建议，其中对销售部门提出并分析了新客户系统利用、客户拜访功能、商
机管理的业务流程。对售后服务部门提出了无纸化办公流程、工时管理、技术支
持数字化及派工流程的意见并做出优化方案。同时结合运用科学的流程分析方法
和管理理论来优化目前所遇到的一系列运营业务流程的问题，从而提出有效且可
行的解决并优化业务流程问题的对策，对其他需要改进业务流程的企业，有一定
的参考借鉴意义
关键词：工程机械，业务流程优化，WTC公司
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Abstract
The WTC company built at China in 2000, the headquartered is in Beijing city. It is
the subsidiary of the Seven Network Australia Group. Responsible for general agent in
Northeast and North area in China it also has provincial headquarters and branches in
every province. This huge enterprise has begun the development of Chinese market. In
the 18 years of development, WTC company has sold tens of thousands of engineering
machinery and equipment for Caterpillar brand equipment, leading the four agents of
Caterpillar in China, successfully standing in the Chinese market. Caterpillar Inc is a
company mainly responsible for design and producing and manufacturing engineering
machinery and equipment products. It has a great influence in the world and has already
occupied half of the world market in Europe and America. After entering the Chinese
market, its development strategy is to gain a very large share in the Chinese market. It
has four agents to negotiate and cooperate with in China. The sale and product support
in the market are given to four agents. WTC is one of four dealers . However, with the
continuous change of the economic market in China, the company suffered from the
economic prosperity and the recession stage of the economic market, many problems
have appeared in the management of WTC company. For example, during the Great
Depression of the coal industry in China in 2012, all the engineering machinery industry
entered the bottom of the historical period, during the period of the same period. The
company has taken the Phoenix plan, a big downsizing action, reducing the half
members to one thousand. Although the company reduces the cost of labor, the
company can not meet the good benefits of the company. It also needs manager to
improve the management ability, improve the business process and improve the
enthusiasm of the employees. And work efficiency, to create value for the company.
WTC company is currently responsible for the sales and service of Caterpillar
products in North China and Northeast China, It also responsible for after-sales service
business, parts sales and product support business, sales of second-hand products and
the machine rental business. In the course of the more than ten years of operation, in
order to conform to the development of China's economy and follow the pace of the
other companies in China's engineering machinery industry, the company has constantly
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adjusted and improved its business. However, with the rapid development of China's
economy in recent years, the company has been lagging behind in the development of
business process. For example, the sales process of the company has not updated the
business system timely , which leads to too much complicated work, lack of sales
personnel and lack of business ability, and the service process of the service department
is also old and which lack of intelligent system and effective management process, and
too much waste of paper reporting aspect.
Therefore, this article mainly analyzes the business process of the Sales
Department of WTC company and the after-sales service department, and gives some
suggestions. For sale department I analyzed the business process of the new customer
system utilization, the customer visit function and the business opportunity management.
For the service department I show up the paperless office process, labor management,
digitalization of technical support and dispatching process. At the same time, combining
with the application of scientific process analysis and management theory to optimize
the problems of a series of operating business processes, it also advice some effective
and feasible solutions to solve and optimize the business process problems. It has a
certain reference significance for other enterprises that need to improve the business
process.
Key words: construction machine, business process optimization, WTC company。