To Discuss the Service strategy from customer factor of Balance Score Card

• Main Authors: Han-Hsi Chou, 周漢熙
• Other Authors: Yeong-Jia Goo
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/34683171837556867082

碩士 === 國立臺北大學 === 企業管理學系碩士在職專班 === 90 === Abstract: In general case, company uses its Financial Report to evaluate efficiency apartment’s target. But when you get the financial number, it’s the true that belong to the behind target. This research is from the customer’s demand aspect, to realize customer’s actual and potential demand, use demand order, to find customer’s the favorite factor, and construct company’s better competition force. From customer’s service expectation (actual and potential) to find the degree of customer service satisfaction target and combine with the necessary of customer’s daily use, to be the important member as the activities of creative customer value and enhance target in “平衡計分卡” to use the evaluation target of combination efficiency. 1. Purpose This research is use Case Study, focus in the important company in 晶圓代工industry, to interview the mainly members in this company, from the thinking of customer in efficiency, Quality, Creation and customer response four dimensions and service quality’s study to find probable factors. Others is in purchase process to find the key section that can effect purchase allocate quantity and in actual to realize customer’s actual and potential demand in four dimensions. The purpose as following: to discuss customer functional level four dimensions total and relative importance. to find the degree of target relative importance in functional level strategy in four dimensions. to get customer service strategy information in management process. 2. Method to find the difference of purchase allocate quality in interview that the members work in purchase. in physical management aspect: to compare company A with company B in physical management variance in the degree of importance to do average process in the analysis according to priority and main difference point. in manufacture process engineer aspect: to compare company A with company B in manufacture process engineer variance in the degree of importance, to do average process in the analysis according to priority and main difference point. to compare physical management with manufacture process engineer : to summation and comparisons to get the co-variance and make service strategy priority. 3. Conclusions Purchase quantity: difference constitution structure has to difference rights to purchase allocate quantity. Large company has fixed purchase system from high level customer relationship play the key-word role, that the competitor in the same basic power, in allocate quantity, he can get large percentage about customer. Functional level’s four dimensions service demand: the relative in all purchase cycle, difference functional units has difference demand service items. customer asked for agency and manufacturer is no difference, so , to agency, distance problem is important, motive and planning short purchase period is necessary; to solve this problem is response in creative belong to him self’s native team to serve customer.