客訴處理電子化流程管理－以飲料業為例; The customer complain processing electronic and management in the case company

NCU Institutional Repository > 管理學院 > 資訊管理學系碩士在職專班 > 博碩士論文 > Item 987654321/13369

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题名:	客訴處理電子化流程管理－以飲料業為例;The customer complain processing electronic and management in the case company
作者:	林平卿;Ping-ching Lin
贡献者:	資訊管理學系碩士在職專班
关键词:	企業流程管理;客戶抱怨;The Customer Complain;Business Process Management
日期:	2008-06-02
上传时间:	2009-09-22 15:30:10 (UTC+8)
出版者:	國立中央大學圖書館
摘要:	近年來全球經濟環境的變化，如：全球化、能源危機、產品生命週期變短、消費者習慣改變、網路科技發達…等，讓企業面臨許多生存及競爭的衝突。最佳化企業內部流程，可以幫助企業維持競爭力。而透過資訊科技的幫助，更能帶來資訊透明與快速反應的效益。　　飲料產品，從生產製造一直到運送至販售店面供消費者購買，中間經過了運輸公司、物流中心、大盤商、中盤商…才到販售店面。引發品質異常的原因有很多，有時責任很難釐清，因為在任何一個環節出錯都有可能造成。一旦造成客訴，若處理不當，除客戶流失外，嚴重還會引起社會事件，傷害企業形象。　　本研究的研究目的，在於深入探討單一個案公司的客訴流程管理模式及導入客訴系統的過程與效益。分析個案公司客訴處理流程電子化的經過，主要包括：促使個案公司客訴流程改善及電子化之因素、改善並建置客訴處理流程系統的說明、導入時面臨的問題、系統維護、系統說明、導入之效益分析，以及流程改善前後的比較分析。也期望提供未來進行相關研究的參考資料。　　本研究做出以下發現與結論： 1. 透過資訊科技，讓資訊可以分享，並供管理者監督及決策。 2. 讓使用者覺得系統是為他們設計的，並且真的好用，使用者的接受度就會提高。 3. 利用系統及時處理，改變管理者與使用者的關係。 4. 利用系統及時處理，改變個案公司與客戶的關係。 5. 飲料業之客訴系統適合採用集中管理方式。 6. 客訴案件變得更容易追踪處理，尤其特殊案件。 7. 客訴資料可作為影響供應鏈夥伴的依據。 Enterprises are facing lots of challenges from global economic changes in recent years. The critical changes like globalization, energy crisis, short product lifetime and changes of purchasing behavior affect the business model. The optimal Business Process Management can help the enterprise to maintain its core competence. Moreover, the transparency of information and fast response time can also be achieved by using the IT technology. There are many steps involved in manufacturing a beverage product. Besides that, it also goes through many transportation steps before ending up at customer side. The companies which involved in the supply chain include transportation business, distribution center, whole seller, dealer and store. As a result, the quality issue could be contributed by many factors and is very difficult to clarify the responsibility. However, it will end up losing the business if a Customer Complain without handling properly. The worst case will even become a social event and severely impacts the image of a business. The purpose of this research is to detail analyze the workflow of Customer Complain Management System and the benefit of introduction such system in the case company. The analytical results include the factors which improve the workflow of Customer Complain Management system and benefit by implementing it on-line. Other factors like how to improve and set-up system, difficulties during system implementation, system maintenance, and the comparison before and after system implementation are also discussed in the report. Hopefully it can be reference materials for the related research in the future. The observations and conclusions of the study are listed below: 1. Information sharing is enabled by IT technology and it provides information for managers to audit and to make decision. 2. User friendly is the key to increase utilization rate. 3. The relationship between administrators and end users is changed after the processing system is implemented. 4. The relationship between the company and the customers is improved after the processing system is implemented. 5. It is more suitable for a beverage industry to implement a centralized customer complain processing system instead of distributed one. 6. Customer complains become easy to trace, especially for special cases 7. The statistics of customer complain can be used to affect supply chain.
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