| Summary: | 碩士 === 國立臺灣大學 === 商學研究所 === 93 === In the rapidly changing and increasingly competitive business environment, it’s absolutely crucial to every manager to recognize how to achieve long-term corporate success by communicating, coordinating and controlling. Moreover, the effect of service quality to the corporate planning has enhanced from the operational level to the strategic level since the late twentieth century. Accordingly, improving service quality which has the strategic leverage influence to the enterprises continuously has become the imperative issue for each organization.
However, the essence of an enterprise management isn’t simply independent but interdependent from one department to other. Therefore, the chain relation of each department is concluded as a dynamic complex problem. Our research focuses on the causality and interaction among different departments in strategic planning. A non-store retailing company is chosen as the study object, and the simulation model is built to help the objective company to manage with a systematic view.
The consequence of this research which utilizes the system dynamic view let managers enlarge their thinking scope. Through the computer simulation, managers can quantitate the effect of service quality to the enterprise operation and verify the strategic leverage influence of service quality. Furthermore, managers may use the system dynamic model as a policy laboratory to learn about the dynamic structure of the problem, evolve the appropriate short-term policy or long-term strategy, diminish communication and coordinate process effectively and create more value of the organization.
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