| Summary: | 碩士 === 國立交通大學 === 資訊管理學程碩士班 === 91 === Customer service is a very important aspect of Customer Relationship Management (CRM), and after-service constitutes a link in the customer service chain. RMA(Return Merchandise Authorization) is a kind of behavioral norm for the repair of international merchandise transaction; hence the ability to shorten merchandise repair time and increase customer satisfaction could become one’s competitive edge in business.
The paper delves into the deficiencies of the traditional RMA service system of a notebook computer manufacturer and analyzes the customer service behavior of its customer relationship management. The paper uses a global web-based framework and Java for development tool for the establishment of this system. Data compilation procedure, with the help of the pro system case-based deduction technique, provided the system with an automatic analytical capacity, thereby further enhancing the capacity of this web-based intelligent RMA repair and maintenance system.
The system allowed an interaction with the customers. The intelligent repair and maintenance system allowed us to improve repair and maintenance efficiency by 26%, strongly boosting degree of customer satisfaction. Moreover, in terms of global inventory management, it also enabled us to reduce global inventory by 12%; a boon that not only reduced the interest payments for inventory, but also eased up the company revolving fund cycle. The system allowed us to institute a more flexible part supply system, as well as enabled the Quality Assurance and R&D departments to understand the trouble-causing factors of the products that the company has sold. As a result, product AFR(Annual Failure Rate) dropped by around 85%. Finally, we also used the repair and maintenance information that the system has accumulated to train new repair and maintenance engineers. This saved us some training time. Hence, it may be said that this study has designed an innovative and practical IT (CRM) system.
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