- 學位論文
資訊服務業客戶服務中心導入ITIL制度之研究
A Study of IT and ITIL on Contact Center Applications in Information Service Industry
摘要
鑑於競爭環境的日新月異，企業的營運模式也隨著時間而調整。再者，資訊科技的進步神速，使得企業需要利用服務差異化來創造其價值，而最重要的利基點則是將ITIL（Information Technology Infrastructure Library，資訊技術基礎架構庫）的觀念導入客戶服務中心既有的流程上，進而提高關鍵績效指標 (Key Performance Indicator, KPI)使其專業化。 本研究以個案訪談法檢視個案公司服務部門的導入服務管理成效，探討現有的作業流程及架構與ITIL規範相異之處，並以ITIL規範來改善及調整現有的作業流程，藉以訂定評量指標的綜合規劃，提供個案公司在流程上的具體改善執行參考。 綜合本研究結果，導入ITIL基本理論來改善及調整客戶服務中心現有作業流程後，將可加強客服中心的功能完整性與各項KPI的提昇。
並列摘要
Due to the ever-changing competitive environment, and the operation mode of business must be adjusted as time. Additionally, information technology improves very fast, and it causes the business to need to create the self-value by using the service variation, but the most important base is that implement ITIL (Information Technology Infrastructure Library) to the flow path of the customer service center, and then enhances the essential achievements target (Key Performance Indicator, KPI) to make the customer service center specialization. This research views the implement outcome of the service department of the case company by case study, to explore the difference between the workflow and framework on hand and ITIL standard, to improve and adjust them, at last, providing the case company better suggestions. The study concludes that it might strengthen the function completeness of the customer service center and promote KPI by implementing ITIL.