| dc.contributor.advisor | 季延平<br>陳宗天 | zh_TW |
| dc.contributor.author (Authors) | 王意騏 | zh_TW |
| dc.contributor.author (Authors) | Wang, Yi Chi | en_US |
| dc.creator (作者) | 王意騏 | zh_TW |
| dc.creator (作者) | Wang, Yi Chi | en_US |
| dc.date (日期) | 2010 | en_US |
| dc.date.accessioned | 29-Sep-2011 16:49:09 (UTC+8) | - |
| dc.date.available | 29-Sep-2011 16:49:09 (UTC+8) | - |
| dc.date.issued (上傳時間) | 29-Sep-2011 16:49:09 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0097356035 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/50838 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 資訊管理研究所 | zh_TW |
| dc.description (描述) | 97356035 | zh_TW |
| dc.description (描述) | 99 | zh_TW |
| dc.description.abstract (摘要) | Capon在2001年的著作中提到，傳統業務制度即將面臨各項挑戰，而為了滿足可能面臨的各種內部與外部壓力，組織必須做出流程與制度上的變革。然而，在有限的資源下，企業必定無法滿足所有客戶的各種要求，因此，透過「關鍵顧客管理計畫」篩選出關鍵客戶，並且對不同的客戶施以差別資源的分配與服務，讓組織在有限資源的狀況下，能夠產生最佳的市場表現與組織績效，這一套方法便被視為能有效提昇企業服務品質與顧客滿意度的良藥。本研究藉由深度訪談，了解個案公司在經營關鍵顧客的三個面向（關鍵顧客管理流程、關鍵顧客管理制度、以及關鍵顧客所需價值的滿足程度），據此評估個案公司關鍵顧客管理計畫的完整程度，並且在最後對該公司提出幾項需改進的部分的與建議，分別是：關鍵顧客分級制度不明確、預算分配制度不明確、上下游資訊系統彼此沒有連線、信用額度管理審核過程不夠透明、風險管理的不足與文件規範化不足導致資訊的存取困難‧‧‧等六項建議 | zh_TW |
| dc.description.abstract (摘要) | As Capon mentioned in his publication at 2001, Traditional Business architecture is facing some new different challenges, which organization has to improve their system and procedure to deal with. Nevertheless, company will not be able to satisfy all the needs from customer under the limited resources. Therefore, filtering “Key Accounts” (a.k.a. KA) by Key Account Management (a.k.a. KAM) planning and serving KA with customized service level can help company improve their service quality and increase KA’s satisfaction efficiently. This research reveals P Company’s progress toward three dimensions (including procedure of KAM, system of KAM and customer satisfaction toward P Company’s KAM planning) by depth interview, to analyze P Company’s KAM completion, and point out the weakness of P Company’s KAM plan(including 1.Classification system of KAM is not clear 2. Budget allocation system is not clear 3.Information system of all supply chain are not connected and synchronized 4. Review mechanism of distributor` credit lines are not complete 5. Risk management system are not complete 6. Internal document are not formatted and stored properly) for P Company’s senior Manager as a reference to improve their KAM plan, also competitiveness in market and KA’s satisfaction. | en_US |
| dc.description.tableofcontents | 第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究問題 5 第三節 研究流程 5 第四節 預期貢獻 6 第五節 研究範圍 6 第六節 研究限制 6 第二章 文獻探討 8 第一節 關鍵顧客管理 8 第二節 顧客資產 21 第三節 關係品質 22 第四節 組織績效 24 第三章 研究方法 27 第一節 研究架構 27 第二節 研究方法 27 第三節 訪談設計 29 第四節 訪談對象 29 第五節 訪談流程 29 第四章 個案研究 31 第一節 產業介紹 31 第二節 產業規模比較 36 第三節 P公司簡介 40 第四節 分公司及子公司全球分布狀況 40 第五節 組織階層圖 41 第六節 P公司關鍵顧客管理個案 41 第七節 策略性流程實施概況. 53 第八節 策略實現層流程實施情形 57 第九節 顧客所需價值的滿足 60 第五章 結論與建議 64 第一節 結論與建議 64 第二節 研究發現 65 第三節 後續研究方向與建議 70 參考文獻 72 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0097356035 | en_US |
| dc.subject (關鍵詞) | 關鍵顧客管理 | zh_TW |
| dc.subject (關鍵詞) | 記憶體產業 | zh_TW |
| dc.subject (關鍵詞) | Key Account Management | en_US |
| dc.subject (關鍵詞) | Memory Industry | en_US |
| dc.title (題名) | 企業導入關鍵顧客管理之研究 以某記憶體公司為例 | zh_TW |
| dc.title (題名) | The study of key account management | en_US |
| dc.type (資料類型) | thesis | en |
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