Study on customer service quality improvement by e-business procedure in the semiconductor assembly factory

• Main Authors: Wei-Min Lu, 陸維民
• Other Authors: Cheng-Ter Ho
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/04379186787079008675

碩士 === 國立高雄應用科技大學 === 工業工程與管理系 === 98 === Recently, the order information of semiconductor industry is changing to transmit through EDI among the industrial chain due to the improvement of e-commerce and all kinds of transmission agreements. How to manage internal documents effectively becomes the key factor of business competency in the e-age. Planty of IC OEM produce consumer products with customer requirement. However, those products not only have short lifecycle but also change specification minutely. In order to enhance the quality of customer service, it becomes an important subject to implement customer documentation to internal enterprise resources plan (ERP) systems correctly. If the issues of customer complaint casued by internal abnormality can not be improved right away, it will affect customer satisfaction firstly. Then, it will impact business reputation and orders seriously. This research is to study the order process and information system of an IC packaging OEM company. Analyze the system process of model by DFD（Data Flow Diagram） and found the system design with JSP（Java Server Pages） to provide an integral e-order system with current business workflow. It can prevent customer complaint caused by manual work and improve the efficiency of internal approval process. Either the frequency of manual abnormality and unnecessary cost can be reduced, or the competency and customer satisfaction of enterprise can be enhanced in the e-age.