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NCUIR > School of Management at National Central University > Executive MBA > Electronic Thesis & Dissertation > Item 987654321/63876

Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/63876

Title:	IT創新客服中心
Authors:	王中民;Wang,Chun-min
Contributors:	管理學院高階主管企管碩士班
Keywords:	IT 客戶服務中心;資訊科技;information technology;IT Global Service Center
Date:	2009-06-29
Issue Date:	2014-05-08 15:35:06 (UTC+8)
Publisher:	國立中央大學
Abstract:	當企業對IT的倚賴與日遽增之際，資訊的發展已經逐漸標準化、自動化，而資訊單位對於系統相關的問題服務，在導入服務概念後，將公司內部的員工以使用者的角色來看待，即是等同於客戶來服務。企業要能成功之主要因素之一，為不斷創新，使產品即時在市場上推出，滿足客戶之需求。秉持著相同的理念，本研究的個案公司因應業務的拓展，朝向全球化的目標前進，其資訊單位就必需隨著公司腳步，將資訊服務提供到對應的地區，在面臨投資的成本增加及服務品質開始滑落的情況下，遂展開了一個創新的構想，選擇了將客服中心的概念，推展到公司的內部資訊系統使用者，擬定了一個全球IT客戶服務中心計畫。本論文將著眼於以資訊科技為基礎之全球IT客戶服務中心的規劃與發展。引用資訊科技規劃相關理論，配合對客戶服務中心現況的探討，針對受到資訊科技影響下，企業內部以資訊管理流程標準，所演繹出的客戶服務中心的作業，建立全球IT客戶服務中心規劃與發展的參考架構以及歸納出全球IT客戶服務中心規劃與發展的效益。 ;With the development of information becomes increasingly standardized and automatic, enterprise relies more and more on IT. Importing the concept of service, we regard the company's internal staff as the role that is equivalent to service customers. The key for enterprises to succeed is the continuous innovation to make sure the product launching in the market timely to meet the needs of customers. Uphold the same philosophy, with the trend of globalization of business development, the department in charge of information is necessary to keep up with the company to provide information services to the corresponding areas. Facing the case of increasing cost of investment and the declining of service quality, a new concept emerges, that is to establish a new department called IT Global Service Center, with the purpose to promote the company's internal information systems for internal staff. This paper will focus on the planning and development of IT Global Service Center which is based on information technology. Under the influence of information technology, with the preparation of cited theory of information technology, after discussing the status of the customer service center, then set out to establish and plan architecture of IT Global Service Center, along with the estimation about benefit of this team.
Appears in Collections:	[Executive MBA] Electronic Thesis & Dissertation

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