XYZ公司-降低障礙報修單處理天數之行動計畫

Abstract

I had taken many classes at NCCU and learned a lot of knowledge, skills and insights from professors and classmates. I truly appreciate with their lectures, discussions, helps and behavior. The knowledge and skill that I gained from this program, indeed help a lot in my present job.\r\n \r\nI worked in a telecommunication company for more than 15 years. My present role in the company is to run the Software Service Operation department. Part of the job function is to ensure smooth operation of customer helpdesk service to maintain and enhance customer satisfaction on our company post sales technical support service.\r\n\r\nThe thesis begins with the brief summary of the company background. Analysis of its current customer case handling organization and customer case handling performance in relation to its major competitor ABC and pin point bottlenecks on its present setup.\r\n\r\nVia the finding of bottlenecks, the thesis then elaborate various proposal of action plan to improve the efficiency and effectiveness of the company’s customer case handling organization to shorten the customer case handling run time, in order to catch up with the industry benchmark and further improve customer satisfaction with our service.\r\n\r\nThis thesis ended with the Case Run Time Reduction Program time line, management of its program risk and the forecast of the outcome of those proposed action plans.

1. Introduction 1\r\n2. Analysis of Customer Case Handling Organization 1\r\n3. Analysis of Customer Case Handling Performance 4\r\n3-1 Comparison of KPI in used 4\r\n3-2 Comparison of KPI Performance 5\r\n3-3 Further analysis of KPI Performance 6\r\n4. Problem Definition 7\r\n5. Problem Analysis 8\r\n5-1 Initial Analysis 9\r\n5-2 Logs Collection 10\r\n5-3 Solution Provisioning 13\r\n5-4 Solution Verification 15\r\n6 Proposed Escalated Major Case Run Time Reduction Action Plan. 17\r\n6-1 Auto Dispatching 17\r\n6-2 Revised Cost Model 18\r\n6-3 Re-organization 19\r\n6-4 Objective Setting 21\r\n6-5 Monetary Award 22\r\n6 -6 Dedicated Team and Full Time Job 23\r\n6 -7 Educate Customer 23\r\n6 -8 Case Severity Negotiation 24\r\n6 -9 Service Level Agreement Alignment 25\r\n6 -10 Right Person For the Job 26\r\n6 -11 Products Documentation 27\r\n6 -12 Simplify Work Request Process 28\r\n6 -13 Design For Service 28\r\n6 -14 Comprehensive Test Labs 30\r\n6 -15 Products Quality KPI 31\r\n7. Program Time Line 32\r\n8.Foreseeable Program Outcome 33\r\n9.Program Risk 35\r\n10.Program Risk Management 36\r\n11.Conclusion 37