在產業競爭環境複雜多變且競爭激烈的環境中,科技產品的推陳出新的速度越來越快,產品生命週期亦跟隨著越來越短;另一方面,在知識經濟時代,知識 工作者的人力資本管理對企業的競爭優勢影響相當重要,在有限的人力資源情況下,企業在客戶服務管理上,如何藉由最適的人力資源配置規劃以兼顧公司經營政策並維持客戶滿意度已成為重要的課題。 本研究以紫式決策分析架構為基礎,同時考量理論與實務的情況,以分析層級程序法(Analytic Hierarchy Process, AHP) 進行深度訪談法以萃取領域專家的知識,並分析多項內部評估指標,以衡量公司內部對客戶服務人員工作能力的需求,並使用ROC權重法,評估外部指標以衡量客戶對客戶服務人員的需求及其工作能力指標的權重關係,進而建立客戶服務人力資源配置規劃之決策模型,以提昇管理階層對客戶服務人力資源配置規劃的決策品質;本研究並以台灣某TFT-LCD面板公司為實證研究,在不影響研究效度及分析下,本研究中的資料及指標以作必要之修正,以保障產學合作研究之營業機密,實證結果已驗證本研究之效度與可行性。
In the complex and changing environment of industry, the competitiveness among high-tech companies is increasingly intensive. Meanwhile, product launch with new technology is getting faster as its life cycle is becoming shorter. Given the limited manpower resources for customer service, how to align with the company business strategies and maintain customer satisfaction through optimizing manpower resource allocation planning has become an important issue for the management team. This research aims to develop an effective approach based on UNISON decision analysis framework with analytic hierarchy process(AHP) to perform in-depth interviews with domain experts to extract their knowledge for management and analyze internal indexes to measure the work ability of staffs for customer’s requirements to integrate the theory and practice to derive the recommended weight of each index. Then, rank order centroid weights(ROC) was employed to evaluate external indexes to measure the work abilities & weights of staffs for customer’s requirements. Finally, the manpower resource allocation planning decision model of customer service is developed for improving the quality of decision making of management level. This study was validated in a leading TFT-LCD company in Taiwan and the results have shown practical viability of the developed approach.