客訴管控系統之研究-以A公司為例

Analysis of Customer Complaint Management System: A Case Study of A Company

彭健嘉(Chien-Chia Peng)

指導教授 ： 盧以詮

元智大學/資訊學院/資訊管理學系/碩士(2009年)

摘要

企業為了持續保有競爭優勢、快速因應環境變遷，在經營管理績效上表現便愈形重要。因此，企業資源規劃整合運用電子流程管理系統提昇組織整體溝通、決策與執行之效率與品質已成為企業參與全球競爭之重要條件。
本研究在討論個案公司利用資訊科技的技術將原先企業內部作業流程轉換為電子化流程後隨之而來之影響，檢視其過程中遇到之問題與其解決方式，並討論該系統的效益與缺失，尋求爾後再發展的因應之道；並協助個案公司強化對客訴問題的反應且提高實質效益。對於有意進行企業流程管理之企業應可提供參考價值。
透過個案研究法初步研究探索並藉由文獻的蒐集與探討建立出觀念性架構；再利用實地參與操作了解系統建置與使用情形，讓自己能更接近問題核心，期望能確實反映其公司現況作為驗證時之參考。

關鍵字

客訴系統

並列摘要

In order to continue to maintain corporate competitive advantage and rapid response to environmental change, the performance of the operation and management is increasingly important. Therefore, the enterprise resource planning integration through utilizing the electronic process management system to enhance the overall organizational communication, decision-making and implementation of efficiency and quality has become an critical condition for enterprises to participate in global competition.
This research focuses on the impact which occurs after applying information technology to convert the original internal operation processes to an electronic process on enterprises, the examination of the problems encountered as well as the resolutions, and discussion about the advantages and disadvantages of the system. After that, this research also seeks for the way to future development and helps the company to improve response of customer service and the effectiveness of the substance. This should provide reference values for those seeking to carry out the enterprise business process management.
The conceptual framework of this research is established through the case study, preliminary research and literature review. Moreover, the practice and participation in the operation and use of the system help to build further understandings, so that they can approach to the core of the problem, look forward to reflect the real status of the company as a reference.

並列關鍵字

Customer Complaint Management System

參考文獻

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