出口公司企业网站的创建EXPORT CORPORATION CREATE A COMPANY’S WEB SITE.doc

出口公司企业网站的创建EXPORT CORPORATION CREATE A COMPANYS WEB SITE摘要海路贸易公司是一家中型出口公司，公司成立于1979年，主要出口产品是树脂工艺品， 陶瓷工艺品， 装饰工艺品。 本论文作者的主要业务员之一， 该公司以可靠的质量、热情的服务赢得了一批忠实的客户。但是近2年，工艺品的销售越来越不好， 老客户一直在减少， 新客户一直在变更， 以至于公司的业绩越来越差。 公司做了网站， 提供了公司的最新产品图片，介绍公司的服务以及客户的调查， 以便更好的服务现有的客户并且吸引一些只在网络寻找卖家的客户。 本论文前期通过目标客户的分组问卷调查、SWOT分析法等研究方法找出吸引客户的方向。中期网页设计和建设过程中， 通过网站内容框架图完成网站设计。 后期对推广网站后的业绩进行对比评估。经过前期客户满意度调查表的研究， 中期认真建设和后期客观评估，本论文设计的网站得到一些成效。吸引了一部分从来没有参加过交易会的进口商及一部分已经流失的老客户的回顾。 公司业绩有所提高， 实践证明， 网络也是一种很好的销售渠道。关键词： 中型企业；企业网站；客户满意度调查； AbstractThis dissertation presents a detailed report of a project implemented to create a companys web site. Sea Way Export Corp. realized a big problem that fewer and fewer customers caused the turnover of the company continued turning down. It is hypothesized that the website would showing the latest produces on line and attract some customers who never attend any trade fair. A one-month project was launched to design and construct the web site. Scientific research methods of customer survey, such as Customer Satisfaction Survey, and SWOT analysis were used in analysis of the problems to know the way to attract customers. The website is created according to the design framework, and the design effect was clear and easy to understand. After promotion, we achieved our final goal successfully. The web site attracts many new customers as well as the old customers as we expected. The results of the project demonstrated that serve the customers by the internet is an effective way.Key words: medium-sized corporation; The companys web site; Customer Satisfaction Survey Table of ContentsPages1. Introduction 72 Summary of the Preliminary research 2.1. Problem 7 2.2. Problem analysis7-8 2.2.1 Companys current situation 2.2.2 Needs and wants analysis 2.2.3 SWOT analysis 3. Project Objective and Hypothesis3.1. Project Objective3.2. Project Hypothesis4. Project Rationale5. Project Design5.1. Planning activities5.1.1 Activities with time-scale5.1.2 People involved and responsibilities5.2. Costing5.3. Risks analysis5.4. Management and control6. Project Implementation6.1. General introduction of time, place of project implementation6.2. The working steps of implementation6.3. Monitoring7.  Project Findings and Discussion7.1. Results7.2. Discussion8.  ConclusionBibliographyAppendix 1: QuestionnaireAppendix 2: The project frameworkAppendix 3: The homepage of the e-shopSEA WAY EXPORT CORPORATION CREATE A COMPANYS WEB SITE1. Introduction Sea Way Export Corporation was set up in Aug 1979. Its a export company, located in the new district and near the sea side, The company specializes in poly resin items, ceramic gifts, decorative items, garden items, and continuously services OEM giftware customers worldwide. The company has around 200 employees, gathering a best foreign trade professional team. Its an ISO 9001:2001 certificated company who was famous for the scientific management and faithful service. During the past 30 years, we have established long term trade relationship with more than 70 countries and regions. Because of the extensive relationship with experienced factories throughout Quanzhou, we are able to offer competitive prices customer. With our excellent services, observing contracts, keeping promises, seriously developing new goods and guaranteeing the quality of the products, we has won the customers confidence. Sincerity and simple we win the trust of the customers. In order to expand the business, attract the new customers, and provide the convenient and efficient the service, the company plan to create a website, which would timely launch our latest samples, and the information of the trade fair, explain more detailed our service and well know the feedback from customers. 2. Problem Identification and Analysis2.1 ProblemAs businessmen, we realize that many old customers no longer contact with us, and the turnover continued turning down. 2.2 Problem analysis2.2.1 Companys current situationl Financial statusThe Turnover in 2005 is USD25,000,000, and it is USD23,000,000 in 2006. However, the performance rapid declined to USD18, 350,000 in 2007, reduced by about 20% lower than 2006 lever. And the fall in profit is out of imagining, because of the ever-rising raw material and the sudden drop in tax rebate rate. We invested ￥8000.00 for creating the web site and paid ￥900,000 to ALIBABA to link of our web site at the beginning of 2008, and The financial performance has improved a little at the end of 2008. The turnover was USD18, 900,000, around 3% more than 2007. We are worrying at how to attract more customers, and recall back the lost old customers. l Human resourcesAs one of the businessmen in our company, I am in charge of contacting with the customers and coordination of the factory and the customers. I have been a computer hobbyist from middle school. Our financial department will offer us the report of consolidated profit and loss account every three months. There is a inspector term in our company, responsible for the quality of the products, and report to us two times a week, to keep us know the progress of manufacturing. l Physical resources, social and political environmentEvery staff equip with a computer, cameral for easy and efficient work. All the factories are located in QuanZhou HuiAn and DeHua. So every department have a car and a driver. Its easy for us to lead the customers to the factories. There are many hotels and restaurant nearby, which is convenience for the customers when they visit us. l Customer profilesWe know almost of our customer from the Canton Fair and all kinds of trade fair., some from the web site. There are mainly three kinds of customers:1) importersCanton Fair is the most important fair for both the customers and trading companies, and almost the importers will attend the fair to find what they need. The importer is professional, they know what their market need, and they are bellwethers of their market. They always check the price first when they interested in some items, when the price acceptable, they will ask the samples and place order at the fair. Certainly, some would not decide the quantity before they get the samples, but after receiving and checking the samples quality, the orders will be confirmed very quickly. The importer is very attentive the delivery time, they need the goods earlier and sell out the goods before the selling season. They always like a working machine. We just need to guarantee the price, the delivery and the quality. 2) WholesalesThe wholesales pay more attention of the relationship with the co-operator. The price and the delivery is not the most important, they are more concerned about the quality of service. They will become my friends and believe in me.The order is not as big as the imports order. They are always just reach our minimum of quantity, or minimum of amount, however, all our profit is from these orders. 3) Retailers Retailers always ask very small quantity, such as 5 pieces, 3 pieces. They never concerned the price, because the price is one-tenth of the price they get from the wholesale. We cant do business with the retailers for the small quantity. The cost is more than 50% increased if we just produce three or five pieces. We always suggest them to buy from the local wholesales. 2.2.2Needs and wants analysisTo get a clearer idea of the views and opinions of customers about the problem, I prepare some questions to some of my old customers. The focus groups were as follows:1) Importers: J.J.A from France, ONIRO from Greece, ENS from Russia, COYNES from USA2) Wholesales: ZIZO from USA, ASTORIA from Singapore, SEALERS from Australia Questions1) Did you place order on the web site?2) Do you believe the online business?3) What do you think of the working hours?4) If the time difference caused inconvenience?5) Which one do you prefer: face-to-face business, online business?6) What do you think the online catalogue? 7) Do you have any suggestions for us to improve our service?Complaints1) Importers will look for manufacturers from internet, but they wont place order online. They prefer build the business relationship face to face. Wholesales sometimes will place order online. They believe the online business.2) All the customers are troubled by the time different and the working hours. Many troubles and question can not solve efficient. 3) They are all interested in the online catalogue. Because they will regularly check the new items from internet, when they find the interested in some items, they will place order not just at the trade fair. Suggestions1) The online catalogue should be update as soon as develop the new samples. 2) The information of the samples online should be clear and detail.2.2.3SWOT analysisAdvantagel It is convenience for the customers to find our new products any time, no need worry about the working hours. l The time difference is not the problem.l We could save a large amount of cost for the trade fair.l It will attract the new customers who only work online.l Regularly update information will make both the customers and us do the work efficient.Disadvantagel We could not contact with the customer face to face. l The customers will not touch and felling the actual samples. They will not know the quality the samples.l It will cost us a lot of freight charges to send the samples to the customers.l We should spend a lot of time to explain the details of the samples to the customer. 3. Project Objective and Hypothesis3.1 4. Project Rationale4.1 待添加的隐藏文字内容25. Project Design5.1 6. Project Implementation6.1 7. Results and Discussion7.1 8. ConclusionBibliographyAppendix I. QuestionnaireCustomer Satisfaction Survey FrameworkI. ObjectiveTo understand the satisfaction level of our customers and identify areas to improve aiming at meeting customer needs and expectations. II. Methodology1. Sample: - Population: Customers with business transactions. - Sample: Full population.2. Questionnaire: The questionnaire is designed to measure the following areas by scaling approach.1) Product:- Quality - Pricing- Design- Variety- Packing2) Delivery:- Punctuality- Production lead time- Sample delivery timeliness.- Documentation delivery 3) New Product Development - Variety - Adequacy- Timeliness- Product info. timeliness.4) Service - Quotation timeliness - Staff Attitude - Product introductory information - Order and Shipment Details - Accuracy of Shipping Documents3. Channel : The survey is conducted by fax. III. StandardSatisfation : 80% of answers to individual questions being “strongly agree” or “agree”.Dissatisfaction : < 80% of answers to individual questions being “strongly agree” or “agree”Overall satifaction level : = / > 80% of answers to questions being “strongly agree” or “agree”IV. Analysis The answers are quantified into figures and weightage in %, results are measured against the above preset standard to indicate areas of satisfaction and dissatisfaction. Charts will be supplemented where appropriate. V. ReportingThe survey results will be reported and circulated to related departments for response and action.VI. ComplaintsWhere complaints are filed through the survey, complaint handling procedure sets in. VII. AssumptionThe data of non-response will be discounted.Appendix II. 网站内容框架图首页公司标志 公司名称（英文） 背景图案（产品图）（链接）HomeAbout usTerms of BusinessTrade ShowsOnline CatalogueNew ProductsOEMContact UsInquiry生产视频 公司优势及简介公司产品flash（横向移动式）各链接内容HomeAbout usInquiryTerms of BusinessContact UsOEMTrade ShowsOnline CatalogueNew Products首页内容产品设计公司视频，公司简介，最下方公司产品flash横向移动新产品介绍客户回馈表贸易方式简介展销会介绍在线目录（2部分，各链接至产品）联系方式Appendix III. The homepage of the web site