Analysis of Customer Complaint Management System: A Case Study of A Company

• Main Authors: Chien-Chia Peng, 彭健嘉
• Other Authors: 盧以詮
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/49488138747101473763

碩士 === 元智大學 === 資訊管理學系 === 97 === In order to continue to maintain corporate competitive advantage and rapid response to environmental change, the performance of the operation and management is increasingly important. Therefore, the enterprise resource planning integration through utilizing the electronic process management system to enhance the overall organizational communication, decision-making and implementation of efficiency and quality has become an critical condition for enterprises to participate in global competition. This research focuses on the impact which occurs after applying information technology to convert the original internal operation processes to an electronic process on enterprises, the examination of the problems encountered as well as the resolutions, and discussion about the advantages and disadvantages of the system. After that, this research also seeks for the way to future development and helps the company to improve response of customer service and the effectiveness of the substance. This should provide reference values for those seeking to carry out the enterprise business process management. The conceptual framework of this research is established through the case study, preliminary research and literature review. Moreover, the practice and participation in the operation and use of the system help to build further understandings, so that they can approach to the core of the problem, look forward to reflect the real status of the company as a reference.