Customer Satisfaction Oriented Construction Company BPR – Lase Study of Residential Building

• Main Authors: Ming-Hsiu Lee, 李明修
• Other Authors: Min-Wuan Cheng
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/2234wx

碩士 === 國立臺灣科技大學 === 營建工程系 === 105 === This study aims to explore the construction of the company in the sale of real estate, from the land development, planning and design, real estate sales, outsourcing construction, housing and after-sales service, construction companies in consumer services arising from consumer disputes, We are not satisfied with the project, the application of PZB service quality gap model, to confirm the consumer is not satisfied with the improvement gap, the application of business process reengineering (Business Process Reengineering, BPR), the construction company's current operating processes included priority improvement operations, redesign the operating process , To meet the process to improve the target, narrow consumer dissatisfaction gap, thereby enhancing consumer satisfaction. The results of this study, for the construction of the company to enhance consumer satisfaction with the implementation of enterprise process reengineering, to provide a reference to the implementation of the blueprint, but also as a way to implement the overall business process planning basis. The main achievements of this study include: (1) the use of "PZB service quality gap model" theory and methods to build the company in the process of service quality delivery of the five service gap (gap), the five gaps are affecting services ; (2) the use of ARIS process modeling method based on the construction process model, can clearly express the business model of operation; (3) Application of single and double loop learning concept applied to the business process analysis work to really understand the importance of business processes related to the lack of process services, as an important reference for process design; (4) to "build company / Stage operation process reengineering model "as an example, the actual operation of the study proposed process reengineering model to verify its availability, and proposed the process of recycling recommendations, the other can also be used as a model reference.