| dc.description.abstract | In recent years, there are many of challenges and uncertainties around the ICT industry. Not only shift from low margin production business to branding business with higher profit margin, it is important to follow the industry trends by creating a connection with consumers continuously. Through creation products and touched services, it is one of the easy way to attract the consumers and build up consonance with best product experience. As Peter F. Drucker said, “The New Economy is Service Economy, and Service is the competitive advantage”. While most manufacturing companies continue to sell tangible products, the intangible service that is being integrated into the product is becoming a market differentiator. Meanwhile, service represents an increasingly important part of a product.
This study is starting from investigating the current ICT industry environment, which is suffering the depression of economy, variable & fast paradigm shifts, companies that seek to survive and thrive will need to provide information & service which customer desired and wanted. This case takes a Taiwanese company as an example which selling consumer products under their own branding over the world. This case study provides business process reengineering suggestions through analyzing current business, after sales process and benchmarking other company with superior service reputation.
In this paper is base on Michael Hammer’s theory, the process analysis & process redesign of business processing reengineering method, Benchmarking, Qualitative Research, Case studies, Expert interviews and secondary data to pinpoint problem found and suggestions for process redesign. After process review and benchmarking to the IT leader which has superior reputation of customer service, this research conclude the following suggestion as follows: 1. Build up consensuses to the project team; 2. Product design for service and provide best support to customer. 3. To improve customer satisfaction and management efficiency by IT system development and consolidation. 4. Efficient vender management. | en_US |