A Case Study on S Company to Improve Customer Service from the Perspective of Service Innovation

• Main Authors: Tzung-Yu Chen, 陳宗昱
• Other Authors: Huei-Huang Chen
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/4t23x7

碩士 === 大同大學 === 資訊經營學系(所) === 105 === Why the Information Services Industry in Taiwan cannot achieve to the world-class service level? This aim of this study is to find out the issues happening in the processes of the customer service. Taking Company S as an example, we find out the service issues by action research method. Then according to the theory of Information Technical Infrastructure Library (ITIL), Information Technical Service Management (ITSM), Service Innovation, and Customer Relationship Management, this study figure out the direction of the improvement of services. In view of Service Innovation to make plans for staffing, standard operating procedure of problem solving, upgrading the related supporting systems, employee training, and internal auditing legislation, to improve the situation of customer issue in reality, and achieve the targets of increasing customer loyalty, reducing cost, and increasing revenue. The research results will provide Company S a consultation to improve customer service. For building a new work discipline and organizational culture. Moreover, the Company S can improve its customer service by its own plentiful IT resources.