| URN | etd-0704111-101402 | Statistics | This thesis had been viewed 1184 times. Download 59 times. |
| Author | Chun-Lin Wu | ||
| Author's Email Address | No Public. | ||
| Department | Institute of Industrial Management | ||
| Year | 2010 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 122 |
| Title | Introduce an ERP combined with call center system to improve the business performance˘w a case study on a Fitness equipment company | ||
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| Abstract | Abstract In the computer technology fast growing era, almost every enterprise wants not only to control its operational information inside the business more solid, but also wants to extend the control to its customer. Therefore, the information system used in the enterprise is from the ERP (enterprise resource planning) to extend to the after-sales service. In the case company, the customer service department faced a bottleneck because they can not provide the after-sales service with a fast and efficient way. At the same time, for the cost reason, they are not using call center to enhance the after-sales service yet. Therefore, in this research, we are going to establish a serial number management system, an ERP combined with a call center platform with a cost-effective way, and a customer service knowledge database. Under this new system, the effectiveness of the after-sales service can be much improved, and the functions of ERP can reach a full play and both the enterprise and its customer will have the greatest benefits. In addition, we extended the usage of knowledge database to integrated supplier, customer and interior information in order to increase the benefit in the whole system. Through this new system, the customer service response time is reduced from 14 minutes to 2 minutes per case. The ERP combined with a call center platform developed in this study can apply to other small-to-median enterprises while they have the similar needs. Keyword: knowledge management, after-sales service, Enterprise Resource Planning, call center, serial number management |
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| Files | indicate access worldwide | ||
| Date of Defense | 2011-06-23 | Date of Submission | 2011-07-04 |