| Summary: | 碩士 === 國立屏東科技大學 === 企業管理系所 === 97 === In today's booming service economy . science and technology have constantly been making powerful changes from manufacturing to service industry; they also have effected changes from the tangible product cost to the intangible product values. However, today’s phenomenal growth in the service economy is now being replaced by business service and relationship. Every enterprise is in need to adjust itself to face equally demanding customers. Furthermore, establishing customer satisfaction and securing the “core competency” of the business for the 21st Century are trendy now.
Business customers are essential to achieving the world class status, the key to customer retention lies in the customer satisfaction. Deterioration in service quality causes customer complaint which has a negative impact on the enterprises, not only in terms of customer satisfaction, but also customers’ loyalty due to the negative publicity. Therefore business must be serious in listening and paying respect to the voice of customers (VOC). This study utilizes the concept of “Failure Mode and Effects Analysis (FMEA),” and the Six Sigma DMAIC methodology on issues of Technical Quality and Functional Quality in connection with the “Core Service Failure.” By quantifying those uncertain factors or risks in the process, a〝Optimal Customer Complaint Evaluation Model〞has been developed. The methodology may be utilized to adjust the hidden factors involved in the system thus preventing it from failure. Therefore, service personnel may follow the rigorous operation control method to analyze complaint information, and may further assess the impact of tabulated results of the corresponding FMEA. The negative results may be rectified or prevention measures may be adopted as a priority. This research plans to contribute to the above area by selecting a case company to study its functionality and impact in the intangible service business. Also, by effecting service quality in the process of handling customer complaint, through the Risk Priority Number assessment, one may quantify the frequency of customer complaints. It may be further coupled with the concept of Recovery〝cost effectiveness〞to determine the priority of either corrective or preventive actions. Furthermore when coupled with Key Performance Indicator the company may be able to improve its control with the goal of achieving its “Optimal Service Quality.” Eventually this research hopes to help the particular enterprise reduce customer complaint frequency and reinforce customer loyalty. Ultimately, the research hopes to shape up the value standard of the particular enterprise, bring forth a new meaning to the business, and raise the company revenue and profit as the final goal.
Key Words: Failure Mode and Effects Analysis; FMEA; DMAIC; Optimal Customer Complaint Evaluation Model.
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