华语女同志电影中「家的意义」－以《蝴蝶》、《今年夏天》为例及利丰采购管理有限公司

PAGEPAGE1华语女同志电影中「家的意义」－以《蝴蝶》、《今年夏天》为例摘要本篇论文试图分析两部华语女同志电影：《蝴蝶》及《今年夏天》。本文认为一般的华语同志电影几乎透过「家」的主题探究同志主体的身分认同，不过，始终无法重新思考「家」的意义。但是在《蝴蝶》及《今年夏天》中，导演试图挑战中国传统文化的基础价值－「家」的意义，且企图颠覆「家」的固定价值。因此本文主要涵盖两个层面的讨论，包括：异性恋机制的家及同志伴侣的居所进而引导至一种对于「家」的想象，最后赋予「家」的意义的多元可能性。关键词：女同志电影、家、主体、认同

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

摘要利丰采购管理有限公司，作为全球较大规模的代理及贸易商，从1906年在广州诞生至今，已有超过105年的历史，已在全球143个国家和地区设有办事处，集团总部设在香港，其中深圳员工有近3000人。集团业务涉及从食品，纺织品，家电到零售等等。旗下各部门虽然都是独立核算、自负盈亏，所负责的产品及品牌都不一样，但都充分利用了公司的全球供应链体系促进业绩有条不紊地发展，更可喜的是有近50%的商品采购都来自中国分公司的努力成果。然而伴随近几年来市场竟争的更加激烈、新兴国家对外开放的加大及劳动力成本的低廉，就本人所属的JJ部门业绩从２０１０年至２０１１销售业绩无明显地增长，即使同一产品在中国生产，也转向国内其他的贸易同行，面对此趋势，如不及时采取相应的措施，特别是在客户服务方面，如不进一步改善及升级，公司销售业绩必定会受到影响。基于JJ部门的现状及市场调查、分析，本论文真诚地提出假设：同一产品同一价格同一产地的前提下，要想赢得客户的信任，服务态度及观念地提升必定是一副良药。本论文旨在通过设计一个如何提升客户服务的计划，来提升公司的销售业绩同时并使客人能在不久的将来能积极主动地寻求与我司合作，从而稳定公司长远发展计划。本论文也试图借此计划的设计，调查，实施及评估的整个过程，研究探讨出一套以人为本的服务理念，也正符合公司所传承“OneFamily"的发展理念。本项目的实施期间为2012年3月份至2012年4月份。项目实施前期，通过对业务部、船务部、财务部的调查，取证，收集及分类所有2011年度JJ部门客户投诉和索赔案例。中期在通过对现有客户投诉和索赔案例分类好的基础上进行深层次地评估及调研总结出问题根源并制定出初步的客服改良方案。经过前中期的调查分析、实施运行和后期的公开讨论及一系培训计划到实施，JJ部门每位员工的客户服务理念及态度都有着不同程度地提高从而带动客户与我司的合作愿景。论文的项目取得了预期中的效果。实践结果证明，客户服务的提升及改善对公司销售业绩起着举足轻重的作用，只有不断地完善公司的服务理念，才可能在激烈的市场竞争中立于不败之地。关键词：供应链体系；商品采购；客户服务；销售业绩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(一级标题采用Arial12号黑体)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