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    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/13465

    Title: 資訊服務CRM系統建置-以電算中心為例;Information Service CRM System Development : Taking Computer Center as an Example
    Authors: 鄭志瑋;Chih-Wei Cheng
    Contributors: 資訊管理研究所
    Keywords: 資訊科技;服務品質;顧客關係管理;資訊服務;Service Quality;Information Service;Customer Relationship Management;Information Technology
    Date: 2008-06-02
    Issue Date: 2009-09-22 15:32:39 (UTC+8)
    Publisher: 國立中央大學圖書館
    Abstract: 近年來由於資訊科技的進步,出現了像顧客關係管理 (Customer Relationship Management, CRM)等資訊系統來幫助企業在這競爭的時代提昇服務品質,而目前CRM的應用也越來越受重視。本研究以電算中心為研究對象,希望透過資訊科技的幫助來提升中心的服務品質及效率,以建置系統的研究方式來探討CRM在組織的應用。 學校的電算中心負責的是校內資訊服務,目前中心因為服務項目繁雜,不同業務皆由不同專人負責,在請求諮詢時可能會花費時間來找尋負責人員,加上中心人力不足,業務的處理受限於負責人員的忙碌情況而無法及時處理,因此希望透過資訊科技的幫助針對組織特性,於第一線就讓人員正確、快速處理業務,避免轉接其他人員造成的處理時間及工作負擔增加。 為了釐清中心業務範圍,首先進行資料收集,其資料共有三種來源:中心網頁業務資料、中心人員業務訪談、六星期業務電話接聽,不同的資料來源不僅提高業務涵蓋的範圍,也能互補彼此資料不足之處。目前中心提供的服務管道有:至中心詢問、透過電話諮詢、至中心網頁查詢,因此系統設計除了提供目前服務外,也考量了未來的服務發展。本研究完整規劃分為兩階段:以系統提供諮詢服務、未來提供多方面的服務解決管道,以期能達到正確、快速查詢及提升服務品質之目標。 最後,研究結果將建置各階段之研究發現整理、歸納出來,並提出建置資訊服務系統時該注意的因素:資料收集、資料整理分析、使用者介面設計、資料庫規劃、個人資料保護,透過這一連串的研究過程來探討CRM概念如何運用於中心之服務,並提出其研究限制。 This research takes the computer center as the research object. Hoping to explore and understand the application of Customer relationship Management (CRM) in the organization by constructing an information system. The computer center of the university is responsible for the academic information services. The services they provide are vastly diverse. When acquiring a service usually requires lots of time before they can find the right person to consult with. The efficiency of the service is limited by the workload of the staff and with the understaffed situation in the center delayed responses for service request may happen sometime. To match up the organizational characteristics with the aids of information technology, the center may improve its service quality and solve the problems efficiently. This will reduce the time and workload from the transfer of request. To refine service scope for the center clearly, the acquisition of data came from three kinds of origins. The different data sources can enhance not only the service scope, but also to supplement data deficiencies each other. The full research plan divides into two stages: providing the consultation service with the system and providing various service solution channels in the future. It is expected to achieve the correct and fast inquiries as well as the goal of the improved service quality. Finally, the research results consist of what has been discovered in different implementation stages of the system, and what are the influential factors. Discussing how to apply CRM in the center services through a series of the research processes and provide the limitations of this research.
    Appears in Collections:[資訊管理研究所] 博碩士論文

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