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雅芳公司的产品主要采取直销方式进行销售,即公司选派个人作为公司产品的销售代表,由此组成一个全国性的直销网络。在全美国,约有450000多名雅芳的直销代表,为满足这些直销代表们对于产品和服务的需求,雅芳公司按地区在全美建立了5个客户服务中心,每个中心对该区域内的约100000名直销代表负责。但是这里的客户服务中心是与最终消费者脱离的,它实际上是订单的集中地和产品的分发地。直销代表们急需公司提供更多的支持,但是虽然服务在不断地升级,仍然跟不上直销代表们的要求,而且每个中心都有一套自己的服务方式,这种各自为政的不规范的服务方式是造成企业低效运作的根源。雅芳的管理者认为,作为一个全国性的销售网络,首先应该在整个销售范围内提供一套统一的服务体系,在该服务体系中,
Avon’s products mainly sold by direct sales, the company selected individuals as sales representatives of the company’s products, which formed a national direct sales network. Across the United States, about 450,000 direct sales representatives Avon, in order to meet the needs of these direct sales representatives for products and services, Avon created 5 customer service centers by region across the United States, each center about the region about 100000 direct sales representatives in charge. However, the customer service center here is disconnected from the final consumer, which is actually the place where the orders are placed and where the products are distributed. Direct sales representatives urgently need the company to provide more support, but although the service is constantly upgrading, still can not keep up with the requirements of direct sales representatives, and each center has its own way of service, this fragmented service of their own way Is the root cause of inefficient operation of enterprises. Avon’s managers believe that as a nationwide sales network, first of all should be provided throughout the sale of a unified service system, the service system,