Improving the effectiveness of online helpdesk service by lean six sigma&;#39;s DMAIC approach supported by TRIZ

• Main Authors: CARLO JOSE PALACIOS MONTERROSA, 柏家洛
• Other Authors: Jay Huang PhD
• Language: en_US
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/d9a66n

碩士 === 國立臺北科技大學 === 管理國際學生碩士專班 (IMBA) === 103 === In the Customer Electronics (CE) industry the after-purchase service or support is know as Technical support, With the Customer Helpdesk online platform found on a company’s website, customers can summit their technical issues such as hardware and software issues. Because the nature of this department they have to face dissatisfied customer and must overcome this problem as soon as possible. If the process is ineffective it will lead to a delay in the online helpdesk process and any type of delay will increase customer dissatisfaction and therefore jeopardize the company’s image and damage its brand. With the purpose of improving the customer service department’s online helpdesk service quality, this study will apply Lean Six Sigma’s (LSS) improvement cycle Define, Measure, Analyze, Improve, and Control (DMAIC) and using as supporting tools both FMEA analysis in the Analyze stage, as well as TRIZ’s contradiction eliminations/40 inventive principles in Improve stage. The study will show how by following the DMAIC approach with support of tools from different methodologies it is able to integrate and narrow on the root causes, and to being able to provide inventive problem thinking at the moment the improvements must be made and concluding on how to control those improvements. Therefore confirming that DMAIC is an approach that can be used in the web-service industry and that TRIZ tools can be valuable and easy to implement in the service industry.