Knowledge management and is effect on customer satisfaction - a case example of polarizer manufacturer

• Main Authors: Yang-Hung Hsu, 許揚泓
• Other Authors: Hui-Min Huang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/24168344685935587312

碩士 === 中原大學 === 工業與系統工程研究所 === 97 === Industries of nowadays are pursuing customer satisfaction as their goal. Besides, in Quality System, such as QS9000 and the following ISO/TS16949, also regard Customer Satisfaction as main index for evaluation. In the consequence, the Voice of Customer (VOC) shall become the important issue for each industry. In customer service area, the quality of service staff will not only affect the efficiency and effectiveness of service, but also effect the customer satisfaction directly. So, during the process of customer service, how to completely establish the database accumulating from service process, and enable the service staff to get the issue rapidly and response effectively, will be very helpful to customer evaluation toward the industry.