資訊科技支援客戶服務流程管理機制運作模式之研究

The Supporting of Information Technology to the Mechanisms of Customer Service Management

高嘉鴻(Chia-Hung Kao)

指導教授 ： 林耀欽

元智大學/管理學院/管理研究所/碩士(1997年)

摘要

本研究旨在發掘客戶服務流程對於流程運作所需之資訊科技支援與服務，並從這些流程運作中，了解在不同的機制中會有那些資訊科技設計與支援的特性必須注意。本研究之研究問題為針對客戶服務流程而言，現有資訊科技（特定類型工作流程軟體）所提供的功能是否足以充分支援、滿足客戶服務流程運作上對於資訊技術支援與服務的需求？若無法滿足，則找出所欠缺之處。
本研究以國內某知名企業之辦公室事務機器事業部客戶服務部門作為個案深入研究與探索的對象，並針對該部門之副理、服務主任、維修人員、幕僚小姐、櫃員小姐、與接受服務之顧客等進行三階段深入訪談，以建立對於個案企業之客戶服務流程全貌、流程理想作業方式、資訊系統與服務工具使用意見、客戶服務滿意度意見、與客戶服務系統未來規畫藍圖的認知，並據此推導研究發現。
本研究主張客戶服務流程乃透過傳遞機制、分析機制、對應處理機制、鍊結溝通機制、回饋機制、與監控管理機制的合力運作來展現服務的能力，六類機制運作所需之資訊科技支援與服務的綜整，即為客戶服務流程運作之所需，而工作流程軟體欲充分支援客戶服務流程的運作，即便必須滿足六類機制實務運作上對於資訊科技支援與服務的需求。
本研究經過資料蒐集、整理、與推導程序後，得到下列三項的研究成果：
（1） 客戶服務流程運作所需之資訊科技支援與服務，共計六大類20個項目，包括傳遞機制3項、分析機制3項、對應處理機制4項、鍊結溝通機制3項、回饋機制4項、與監控管理機制3項。
（2） 工作流程軟體支援客戶服務流程運作所欠缺之處，分別包括對於傳遞機制、分析機制、對應處理機制、鍊結溝通機制、與回饋機制方面不足處的發現與建議。
（3） 客戶服務流程設計特性的假說，共計34項。

關鍵字

客戶服務流程 ； 流程設計特性 ； 工作流程軟體 ； 流程管理

並列摘要

The purpose of this research is to discovery the requirements of IT supports and services when customer service processes (CSP) running, and to understand that the design and supporting characteristics of IT have to mention about, furthermore. The question of this research is that "For the CSP, Are the functions IT (particular type of workflow software) affords sufficient to support and satisfy the requirements of IT supports and services when CSP running ? If the answer is No, find out the insufficient parts and contents".
This research takes a famous OA machine professional domestic company as the object of case study. It takes three-stage deep visiting with the VP, head of office, various kinds of CSP-related employee etc. to figure out the whole customer service processes, ideal working way, the feeling of using information systems and service tools, customer satisfaction, and the organized blueprint of future CSP. Based on them, the research inferences the finding.
This research advocates that CSP''s power is presented by the combined power of transmittable mechanism, analytic mechanism, processing mechanism, linkage mechanism, feedback mechanism, and supervisal mechanism. The requirements of IT supports and services when CSP running are the same as the combination of the requirements of these six mechanisms. If the workflow software would like to support CSP running sufficiently, it must suffice the requirements of IT supports and services when these six mechanisms work.
After the steps of data collecting, arranging, and inferring, it comes out three kinds of finding. These findings are :
(1) Totally, The requirements of IT supports and services when CSP runs contain 6 kinds 20 items. They contains 3 items for transmittable mechanism, 3 items for analytic mechanism, 4 items for processing mechanism, 3 items for linkage mechanism, 4 items for feedback mechanism, and 3 items for supervisal mechanism.
(2) The insufficient functions when the workflow software supports CSP running include the finding and suggestion to transmittable mechanism, analytic mechanism, processing mechanism, linkage mechanism, and feedback mechanism.
(3) 34 hypothesis of CSP design characteristics.

並列關鍵字

Customer Service Process ； The Characteristics of Process Design ； Workflow Software ； Process Management

參考文獻

03. Davenport , Thomas H. and Short, James E., "The New Industrial Engineering : Information Technology and Business Process Redesign", Sloan Management Review, pp. 11-27, Summer 1990.

04. Davenport, Thomas H., "Process Innovation : Reengineering Work through Information Technology", Boston : Havard Business School Press, 1992.

05. Davenport, Thomas H., "Need Radical Innovation and Continuous Improvement ? Integrated Process Reengineering and TQM", Planning Review, pp.7-12, May/June 1993.

08. Emmelhainz, Margaret A., "EDI Does It Change the Purchasing Process ?", EDI Forum, Vol.4, pp.158-163, 1991.

13. Groiss, Herbert and Eder, Johann, "Integrating Workflow Systems and The World wide Web", Workflow Handbook 1997, pp.157-163, John Wiley & Sons LTD., 1997.