Value Engineering Applications in CRM of Supply Chain – An Example of a Specific Industrial SC in Taiwan

• Main Authors: CHANG-HONG DU, 杜長鴻
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/12064185622117008638

碩士 === 逢甲大學 === 經營管理碩士在職專班 === 98 === Enhancing customer satisfaction is an important issue of Supply Chain (SC) management. Although many managers of SC believe that adding other functions to SC or enhancing abilities of current functions of SC can improve customer satisfaction, extra operation cost is also required. Managers need an analytical model to evaluate the economy of the proposed strategic activities. This research applies Value Engineering (VE) to assessing the functions of SC that can enhance customer satisfaction with economy operation costs. The proposed model investigates the customer complaints and expectations firstly. Second, the appropriate SC functions are explored to match the real customers’ needs. Third, improvement alternations are generated through a brainstorm process. Finally, the economy of alternations is evaluated by VE method and strategy of enhancing customer satisfaction is constructed. A specific industrial SC in Taiwan was taken as case-study to illustrate the proposed VE model in this research. Results of case the study show that the model may help managers to generate more economy strategy for enhancing customer satisfaction.