UNISON Decision Making Framework for Constructing the Manpower Resource Allocation Planning Decision Model of Customer Service
碩士 === 國立清華大學 === 經營管理碩士在職專班 === 101 === In the complex and changing environment of industry, the competitiveness among high-tech companies is increasingly intensive. Meanwhile, product launch with new technology is getting faster as its life cycle is becoming shorter. Given the limited manpower res...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2013
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| Online Access: | http://ndltd.ncl.edu.tw/handle/76755895080236530995 |
| Summary: | 碩士 === 國立清華大學 === 經營管理碩士在職專班 === 101 === In the complex and changing environment of industry, the competitiveness among high-tech companies is increasingly intensive. Meanwhile, product launch with new technology is getting faster as its life cycle is becoming shorter. Given the limited manpower resources for customer service, how to align with the company business strategies and maintain customer satisfaction through optimizing manpower resource allocation planning has become an important issue for the management team.
This research aims to develop an effective approach based on UNISON decision analysis framework with analytic hierarchy process(AHP) to perform in-depth interviews with domain experts to extract their knowledge for management and analyze internal indexes to measure the work ability of staffs for customer’s requirements to integrate the theory and practice to derive the recommended weight of each index. Then, rank order centroid weights(ROC) was employed to evaluate external indexes to measure the work abilities & weights of staffs for customer’s requirements. Finally, the manpower resource allocation planning decision model of customer service is developed for improving the quality of decision making of management level. This study was validated in a leading TFT-LCD company in Taiwan and the results have shown practical viability of the developed approach.
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