The Decision Support System of Customer Complaint Handling for the Machining Tool Industries

• Main Authors: Hsin-Juang Chen, 陳星榮
• Other Authors: Shui-Shun Lin
• Format: Others
• Language: zh-TW
• Published: 2001
• Online Access: http://ndltd.ncl.edu.tw/handle/54901104103743097916

碩士 === 東海大學 === 工業工程學系 === 89 === Efficient response to the complaints from customers is an important index of the company’s performance. Complaints reflect the defects from a company, such as product design, service, production flow, company organization, etc. These defects will damage customers’ right and company’s reputation. In this research, customer complaints include poor quality of products, faults of machines and inappropriate handlings from the salesperson. Machines for production are the key assets for a manufacturing company. Customers have strong demands for quick responses to their complaints nowadays. In this study, a framework of complaint management decision support system was analyzed and developed, which integrates fuzzy theory and expert systems. The complaint management system provides customer service person a fast and systematic way to handle customers’ complaints. Specifically, the objectives of the study are as follows: 1.Using fuzzy theory to overcome the uncertainty of verbal description of complaints from a customer. 2.Analyzing the information demands and framework of a complaint handling information system base on fuzzy theory and expert systems. 3.Utilizing prototyping approach to construct a prototype of complaint management system for the tool machining industries. Fuzzy theory and expert systems are utilized in this study. When complaints are encountered, fuzzy theory is adopted to clarify customers’ unclear wordings. Thereafter, expert system infers the root causes of crucial problems and suggests solutions to those problems. Furthermore, this system also helps customer service department to analyze customers’ feedback and integrate them with after-service records. By analyzing the service data, product quality can be improved and the service can be enhanced.