| Summary: | 碩士 === 國立高雄應用科技大學 === 資訊管理系碩士在職專班 === 98 === In general, customers of the telecommunication industry can be divided into juristic persons and natural persons, where juristic persons refer to legal organizations such as companies, government organizations, institutions, etc. Juristic persons are the telecomm industry’s greatest revenue source, as they have a higher demand for telecommunication services than natural persons; they are thus the industry’s critical customers. Along with the liberalization of telecommunications, this potential for a large revenue stream has created a fierce competition between telecomm companies in terms of obtaining these critical customers. Companies have therefore established special service teams whose sole task is to identify critical customers and enhance their loyalty. Being subject to provisions of the relevant telecommunication regulations, telecomm companies only accept paper applications for the majority of their services. Document management thus becomes difficult, as frequent updates to the application documents are required due to the various intensive marketing programs offered. This further causes difficulties for the service teams, as they then struggle to provide their critical customers with accurate and efficient service. The objective of this study is to assist the telecomm industry in determining what specific mechanisms in their document management system are necessary in order to provide the greatest service improvements to critical customers. The planning system is designed using Key Performance Indicators, which allows telecomm companies to specifically measure the areas that contribute most to the improved management of critical customers. Management can then focus the company’s efforts on the areas that will give the greatest results.
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