- 學位論文
六標準差及顧客關係管理活動與客戶滿意度關係之研究
A Study of the Relationship of Six Sigma and CRM with Customer Satisfaction
摘要
在進入微利時代，企業競爭愈趨白熱化的狀況之下，如何掌握核心顧客並提升客戶滿意度成為當務之急。本研究結合六標準差活動與顧客關係管理兩大手法，透過實際案例的探討，研究此兩大熱門的管理手法對於提升客戶滿意度是否真的有其功用。 首先透過直條圖收集顧客抱怨以描繪出顧客輪廓並在層別後建立屬於顧客的知識庫，再來則利用DMAIC邏輯手法，持續改善客戶端產品品質達到客製化，最後除透過客戶端的品質數據以獲取實質改善成果外，並藉由問卷調查方式，得到在人性感官上的反應，真正傾聽客戶的聲音，使改善案例不流於形式。 在結合兩管理手法進行研究後發現，客戶端不論在實際的數據上或是人性的感官上，對於改善的成果都是正面的，故此流程方法也可提供給有意導入此手法的企業做為參考。
並列摘要
It's an important issue for enterprises to focus that seizing customers and enhancing the customers' satisfaction when the era of meager-profit and getting severer competition between enterprices is coming. This thesis is to study the influence of applying Six Sigma and CRM simultaneously to upgrading customers' satisfaction by a practical case. First, collect all the customers' complaint to depict customer profile with a histogram, and then establish customer databank by stratifying the profile. Second, improve the product quality continually by DMAIC method to fulfill the customization requirement. Finally, receive not only real improvement by customers' quality data, but also the personal feedback by questionnaire. Listening to customers directly avoids the formalizd improvement. Combined these two management tools, the real data or personal feel from customers' feedback confirm the result of our improvement. This improvement process could be suggested as a reference for enterprises.