政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/54440
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文筆數/總筆數 : 113648/144635 (79%)
造訪人次 : 51614890      線上人數 : 729
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋


    請使用永久網址來引用或連結此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/54440


    題名: XYZ公司-降低障礙報修單處理天數之行動計畫
    Case run time reduction action plan proposal for company XYZ
    作者: 廖榮霖
    Liew Young Lim
    貢獻者: 吳文傑
    Jack Wu
    廖榮霖
    Liew Young Lim
    關鍵詞: 報修單
    Comparison of KPI in used
    Comparison of KPI Performance
    Logs Collection
    日期: 2011
    上傳時間: 2012-10-30 11:01:18 (UTC+8)
    摘要: I had taken many classes at NCCU and learned a lot of knowledge, skills and insights from professors and classmates. I truly appreciate with their lectures, discussions, helps and behavior. The knowledge and skill that I gained from this program, indeed help a lot in my present job.

    I worked in a telecommunication company for more than 15 years. My present role in the company is to run the Software Service Operation department. Part of the job function is to ensure smooth operation of customer helpdesk service to maintain and enhance customer satisfaction on our company post sales technical support service.

    The thesis begins with the brief summary of the company background. Analysis of its current customer case handling organization and customer case handling performance in relation to its major competitor ABC and pin point bottlenecks on its present setup.

    Via the finding of bottlenecks, the thesis then elaborate various proposal of action plan to improve the efficiency and effectiveness of the company’s customer case handling organization to shorten the customer case handling run time, in order to catch up with the industry benchmark and further improve customer satisfaction with our service.

    This thesis ended with the Case Run Time Reduction Program time line, management of its program risk and the forecast of the outcome of those proposed action plans.
    1. Introduction 1
    2. Analysis of Customer Case Handling Organization 1
    3. Analysis of Customer Case Handling Performance 4
    3-1 Comparison of KPI in used 4
    3-2 Comparison of KPI Performance 5
    3-3 Further analysis of KPI Performance 6
    4. Problem Definition 7
    5. Problem Analysis 8
    5-1 Initial Analysis 9
    5-2 Logs Collection 10
    5-3 Solution Provisioning 13
    5-4 Solution Verification 15
    6 Proposed Escalated Major Case Run Time Reduction Action Plan. 17
    6-1 Auto Dispatching 17
    6-2 Revised Cost Model 18
    6-3 Re-organization 19
    6-4 Objective Setting 21
    6-5 Monetary Award 22
    6 -6 Dedicated Team and Full Time Job 23
    6 -7 Educate Customer 23
    6 -8 Case Severity Negotiation 24
    6 -9 Service Level Agreement Alignment 25
    6 -10 Right Person For the Job 26
    6 -11 Products Documentation 27
    6 -12 Simplify Work Request Process 28
    6 -13 Design For Service 28
    6 -14 Comprehensive Test Labs 30
    6 -15 Products Quality KPI 31
    7. Program Time Line 32
    8.Foreseeable Program Outcome 33
    9.Program Risk 35
    10.Program Risk Management 36
    11.Conclusion 37
    描述: 碩士
    國立政治大學
    國際經營管理英語碩士學位學程(IMBA)
    98933034
    100
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0098933034
    資料類型: thesis
    顯示於類別:[國際經營管理英語碩士學程IMBA] 學位論文

    文件中的檔案:

    檔案 大小格式瀏覽次數
    index.html0KbHTML21123檢視/開啟


    在政大典藏中所有的資料項目都受到原著作權保護.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋