探討事務機產業的客戶服務模式創新

Exploring Innovation Strategies of Customer Service Models in the Office Machine Industry

賴賢文(Hsien-Wen Lai)

指導教授 ： 陳建宏

國立暨南國際大學/管理學院/兩岸高階主管經營管理境外碩士在職學位學程/碩士(2020年)

https://doi.org/10.6837/ncnu202000176

摘要

企業在消費習慣改變與企業間競爭的壓力下，其產品或服務模式必須持續創新，企業的客戶服務模式也因此必須隨者企業的發展而進步。如何進行服務模式創新以滿足企業成長需求，是一個值得研究的課題。A公司在事務機產業經歷企業經營模式的轉型，得到相當成功的發展。在此過程中也對客戶服務模式進行了模式創新，成功突破企業的發展瓶頸，其經驗很值得深入研究。本研究以A公司為個案研究對象，分析其客戶服務模式的創新與策略，並以系統思考推導出企業成長的質性因果環路。研究結果顯示A公司透過: 制定服務區域，縮短服務距離、導入ERP/CRM系統、服務模組化、及零耗材自動派工平台等策略，有效提升客戶服務效率，降低客戶端備品成本與叫修機率，並且讓企業在業績高速成長時，讓售後服務的能量能跟上業績成長腳步。

關鍵字

事務機產業 ； 客戶服務模式 ； 系統思考

並列摘要

Under the pressure of changes in consumer habits and competition between enterprises, their products or service models must continue to innovate, and the customer service model of an enterprise must therefore progress with the development of the enterprise. How to innovate service models to meet the growth needs of enterprises is a subject worth studying. Company A experienced a transformation of its business model in the office machine industry and achieved quite successful development. In this process, the customer service model was also innovated and successfully broke through the development bottleneck of the enterprise. Its experience is worthy of in-depth study. This study takes company A as a case study object, analyzes the innovation and strategy of its customer service model, and deduces the qualitative causal loop of enterprise growth through systematic thinking. The research results show that company A has effectively improved customer service efficiency by reducing the service area, shortening service distance, introducing ERP/CRM system, service modularization, and zero consumables automatic dispatch platform. Probability, and allow enterprises to keep up with performance growth when their performance grows rapidly.

並列關鍵字

Business machine industry ； Customer service model ； Systems thinking

參考文獻

參考文獻

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