Post-Sale Product Service Tracking System By Using RFID

• Main Authors: Ching-Yu Chen, 陳璟瑜
• Other Authors: Sam C Tsaur
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/61112425661856221682

碩士 === 亞洲大學 === 資訊工程學系碩士班 === 94 === In recent years, 3C (Computer, Communication, and Consumer Electronics) product demand by customers has shown the tendency of diversification, and relatively, the sales marketing has also expanded multiply. However, the characteristics of 3C product are different from the general commodity, and the demand for after-sales service is more required. In fact in the highly competitive market and product differentiation, it becomes difficult to win in the supply chain only by depending on the price and the specification. How to let customers purchase reliable products and feel easy without worries after sales will gradually become the circumstance of striving to gain customers’ confidence. Nevertheless, on after-sale service, the enterprise mostly still maintained the traditional artificial written work, which causes many problems and inconvenience such as the difficulty for the management of product transaction tracking and tracing, costing more man power and time to control each record for goods inquiry, lacking the suitable diagnose tool, difficulty for service work control, and etc… In order to solve this dilemma on after-sale service of 3C industry, it certainly requires implementing a RFID (Radio Frequency Identification) application. The implementation of RFID system can combine material logistics flow and information flow to record life-span message of the products in detail to increase the visibility and enhance the value of supply chain system. At the same time, the rising and development of the large-scale 3C super center, which will lead to bigger show room, more commodity items, and more complicated working process, will therefore cause the management problem. Nowadays, we consider “Customer Orientation” as the management concept. How to apply and integrate RFID Technology with Sales and Return Service will be the very important subject, which deserves us to further discuss. Hence, this paper will research how RFID is implemented into goods return and after-sales service of 3C industry, and how the service time and work procedure will be improved. In order to constructively present RFID application benefits, we’ll take IDEF0 drawing as the tool to analyze the request and construction of RFID System function. Furthermore, through RFID technology and development of software system together with the combination of database to verify the present working model, the After-Sales Service System after implementing RFID will be compared with system before implementing RFID by using e-EPC process analysis. This way can help us understand the difference between “Before Implementation” and “After Implementation”, and the improvement results.