- 學位論文
客訴管理使用雷射印記-應用於LED陶瓷散熱基板製造業-
Using Laser Marking on Product Tracking-An Application on LED Ceramic Substrate-
摘要
現代企業處於今日經濟自由貿易化的國際市場中，買賣雙方對於產品的供應均重視長期、穩定的合作及良好的互動關係，因此為了能夠提供客戶優異價值的產品和服務，企業需要充分利用資訊的潛在涵意和各種互動技巧，努力在客戶的購買流程中發展與客戶的合作關係。 為了開發新客戶群及滿足既有客戶所需、維繫雙方互動關係，在競爭激烈的市場上各家企業無不使出渾身解數、竭盡所能的運用現有可用的技術與資源來創造出其不凡的企業價值。因此當企業面臨客訴問題時如何在最短的時間內對於問題點分析、解決及提出後續防堵改善措施等，這些都可以透過資訊服務、技術有效改善回應速度進而提升客戶對企業售後服務的滿意度及期望增加客戶的忠誠度。當然以客戶的角度來看，廠商除了可以提供的產品品質優良、服務多元化外，客戶的感受度像是反應的問題有沒有受到供應商的重視?顧客抱怨的處置供應商是不是能即時、有效的回覆並解決? 研究結論顯示在客訴回應方面，考量到雷射刻字的能力、印記區域的大小與資訊內容實際被使用者等因素，在導入時建議僅需加入使用生產批號或生產批號加生產機台的資訊。在生產管理方面，本研究建議採用將生產數量以2D Code方式註記一方面在包裝出貨時可以採用2D Code Reader直接掃描讀取資料，可以降低人工計數的錯誤發生與減少資料輸入的次數；另一方面在註記空間上使用2D Code比字串型式所占用的空間來的小，因此建議採用生產批號與生產的良品數量以2D Code方式註記。
並列摘要
Today, Modern Enterprises in the international market of free trade, both supplier and customer focus on cooperation of the product's supply are long-term, stable and good interaction. However, in order to provide customers with superior valuable products and services, Enterprises take big efforts to combine the meaning of information and a variety of interactive techniques to boost the desire of customers. In order to develop new customers and satisfy existing customers, various companies are all trying to use the leverage of existing technology and resources to achieve extraordinary value in the highly competitive market. When face the customer complaints, how to analyze problems in the shortest possible time, to resolve and propose measures to prevent, these are available through information services and technology to improve customer satisfaction and increase customer loyalty. From the customer's point of view, manufacturers can offer high quality products and diversified services but the customer's reactions have been attention to suppliers? Customer complaints can be immediate response and resolve effectively? In conclusions, applied in tracking customer complaints, considering the ability of the laser lettering, size of the laser mark area and actual users, we recommend import the production lot or the production lot with machine information when actually imported. In production management, this study suggests that 2D Code can be used in the packaging and shipping because barcode reader can read the data directly that can reduce manual counting errors and the number of data entry; furthermore, laser mark area compared with string type is smaller. Therefore, we recommended both the production lot and quantity of production are using via 2D Code type annotation.