Applying AHP to Investigate Performance Evaluation Indicators for Customer Service Department in an Outsourced Semiconductor Assembly and Test Services Company from the Perspectives of Foundry Plants

• Main Authors: Cheng, Ya-Yun, 鄭雅云
• Other Authors: Chiang, Chi
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/j53tw2

碩士 === 國立交通大學 === 管理學院管理科學學程 === 103 === This study applies Analytic Hierarchy Process（AHP） to select key performance indicators from the perspective of foundry plants for a customer service （CS） department in an outsourced IC assembly house. The main purpose of this research is to serve customers more effectively and enhance customer satisfaction. The hierarchy structure was established by literature review and experts’ advices. Through verifying and analyzing questionnaires, the ranking of CS dimensions and criteria were developed. The result shows that from the perspective of foundry plants, the most important dimension of CS is “Reliability,” and the second is “Customer Service Skill.” Among 28 selected criteria, the top 8 critical performance indicators are Service and Integrity of Information, On-time Delivery, Customer Complaint Response, Problem Solving Ability, Immediate/Quick Response on LT/OTD, Responsiveness on Inquiry, and Cross Functional Ability. The weights for these 8 indicators exceed 50%. This research determines several key indicators and the result is suitable for enterprises to adopt in practice. Based on customers’ and experts’ judgments, CS department can reset the priority, rearrange resource and reorganize efforts to fulfill customers’ expectations.