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研究生:陳致芳
研究生(外文):Chih-Fang Chen
論文名稱:電信業應用自動文件系統輔助於關鍵客戶管理效益之研究
論文名稱(外文):The Research of Applying Automatic Document System to Assist Critical Customers Management in Telecommunication Industry
指導教授:柯博昌柯博昌引用關係
指導教授(外文):Po-Chang Ko
學位類別:碩士
校院名稱:國立高雄應用科技大學
系所名稱:資訊管理系碩士在職專班
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2009
畢業學年度:98
語文別:中文
論文頁數:71
中文關鍵詞:電信業關鍵客戶管理文件管理系統規劃關鍵績效指標
外文關鍵詞:Telecommunication IndustryKey Account ManagementDocument Management SystemSystem PlanningKey Performance Index(KPI)
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在電信服務的客戶群當中,大致可區分為企業客戶與消費性客戶,企業客戶泛指公司行號、機關團體等非自然人組織,因其對電信服務的需求較大、貢獻度較高,因此也可算是電信業的關鍵客戶;隨著電信自由化的發展,在完全競爭的市場當中,各家業者為增加自己的營收,莫不以爭取關鍵客戶為首要之務,也因而設立有專門的服務團隊,以提高關鍵客戶的認同與忠誠度。而在電信業的關鍵客戶管理中,受限於電信相關法規的規定,各家業者在受理客戶申請電信服務時,大多需要透過紙本申請文件的方式,讓客戶進行相關業務的申請,再加上各家業者密集的促銷方案,造成申請文件的更新頻繁,形成文件管理上的負擔;且為針對關鍵客戶提供更即時、快速的服務,關鍵客戶服務人員更是倍感壓力。因此,電信業如何透過文件管理系統的輔助,來加強對關鍵客戶的服務,以爭取或維持關鍵客戶的認同,將是本研究的目標;而本研究最終也會設計出一個文件管理系統,並且搭配關鍵績效指標的量測,以瞭解新系統對關鍵客戶管理的貢獻。
In general, customers of the telecommunication industry can be divided into juristic persons and natural persons, where juristic persons refer to legal organizations such as companies, government organizations, institutions, etc. Juristic persons are the telecomm industry’s greatest revenue source, as they have a higher demand for telecommunication services than natural persons; they are thus the industry’s critical customers. Along with the liberalization of telecommunications, this potential for a large revenue stream has created a fierce competition between telecomm companies in terms of obtaining these critical customers. Companies have therefore established special service teams whose sole task is to identify critical customers and enhance their loyalty. Being subject to provisions of the relevant telecommunication regulations, telecomm companies only accept paper applications for the majority of their services. Document management thus becomes difficult, as frequent updates to the application documents are required due to the various intensive marketing programs offered. This further causes difficulties for the service teams, as they then struggle to provide their critical customers with accurate and efficient service. The objective of this study is to assist the telecomm industry in determining what specific mechanisms in their document management system are necessary in order to provide the greatest service improvements to critical customers. The planning system is designed using Key Performance Indicators, which allows telecomm companies to specifically measure the areas that contribute most to the improved management of critical customers. Management can then focus the company’s efforts on the areas that will give the greatest results.
摘要........................................................... i
Abstract....................................................... ii
誌謝............................................................ iii
目錄........................................................... iv
表目錄......................................................... vi
圖目錄......................................................... vii
壹、緒論....................................................... 1
  一、研究背景與動機........................................... 1
  二、問題陳述................................................ 2
  三、研究目的................................................ 5
  四、研究貢獻................................................ 5
貳、文獻探討................................................... 7
  一、電信業相關的文獻......................................... 7
  二、關鍵客戶管理相關文獻..................................... 13
  三、文件內容管理基本概念..................................... 16
叁、研究方法................................................... 21
  一、研究架構................................................ 21
  二、研究方法................................................ 22
  三、研究範圍與限制........................................... 28
肆、需求分析.................................................... 30
  一、使用者需求調查的回覆狀況................................... 30
  二、使用者需求調查結果的分析................................... 32
  三、系統需求分析............................................. 35
伍、系統評估..................................................... 37
  一、系統功能說明.............................................. 37
  二、系統作業流程.............................................. 38
  三、效益評估................................................. 46
陸、結論與建議................................................... 51
  一、結論..................................................... 51
  二、未來展望................................................. 52
柒、參考文獻..................................................... 54
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[2] 陳嵐君,2000,『我國電信自由化政策對我國電信設備製造業發展之影響分析』,臺灣大學,碩士論文
[3] 陳增華,2006,『電信業客服中心之組織學習架構』,逢甲大學,碩士論文
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[20] Spencer, R., 1999, “Key Accounts: Effectively Managing Strategic Complexity”, Journal of Business & Industrial Marketing, 14, (4), pp.291-309.
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