| Summary: | 碩士 === 元智大學 === 管理研究所 === 86 === The purpose of this research is to discovery the requirements of IT supports and services when customer service processes (CSP) running, and to understand that the design and supporting characteristics of IT have to mention about, furthermore. The question of this research is that "For the CSP, Are the functions IT (particular type of workflow software) affords sufficient to support and satisfy the requirements of IT supports and services when CSP running ? If the answer is No, find out the insufficient parts and contents".
This research takes a famous OA machine professional domestic company as the object of case study. It takes three-stage deep visiting with the VP, head of office, various kinds of CSP-related employee etc. to figure out the whole customer service processes, ideal working way, the feeling of using information systems and service tools, customer satisfaction, and the organized blueprint of future CSP. Based on them, the research inferences the finding.
This research advocates that CSP''s power is presented by the combined power of transmittable mechanism, analytic mechanism, processing mechanism, linkage mechanism, feedback mechanism, and supervisal mechanism. The requirements of IT supports and services when CSP running are the same as the combination of the requirements of these six mechanisms. If the workflow software would like to support CSP running sufficiently, it must suffice the requirements of IT supports and services when these six mechanisms work.
After the steps of data collecting, arranging, and inferring, it comes out three kinds of finding. These findings are :
(1) Totally, The requirements of IT supports and services when CSP runs contain 6 kinds 20 items. They contains 3 items for transmittable mechanism, 3 items for analytic mechanism, 4 items for processing mechanism, 3 items for linkage mechanism, 4 items for feedback mechanism, and 3 items for supervisal mechanism.
(2) The insufficient functions when the workflow software supports CSP running include the finding and suggestion to transmittable mechanism, analytic mechanism, processing mechanism, linkage mechanism, and feedback mechanism.
(3) 34 hypothesis of CSP design characteristics.
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