Executive information system for customer service management

Pao Yue-kong Library Electronic Theses Database

Executive information system for customer service management


Author: Lee, Yiu-pong Joseph
Title: Executive information system for customer service management
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Customer services
Management information systems
Knowledge management
Business logistics
Department: Dept. of Industrial and Systems Engineering
Pages: viii, 105, xi leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1756622
URI: http://theses.lib.polyu.edu.hk/handle/200/1246
Abstract: To respond to the highly competitive market, now companies everywhere are dissolving their boundaries. Discrete company is being replaced by the "networks" and they are at work on their core business. Development of supporting system for network enterprise is difficult but necessary. Customer service is a major part in a supply chain, in the form of network enterprise it shifts from a functional unit to a single entity offering its core business to other companies. Depending on the customer expectation and the level of supporting, customer service can be in the form of call center type, which responds to customer queries, usually phone calls, by an agent pool. Some customers, especially the top tier customers, they demand the representative, always a dedicated person who can represent the whole serving company, to support in a wider scope, for example, to review the service performance, offer customized solution and tailor make proposal caters for their future business growth. The Customer service managers are expected to process customer queries and offer solutions expeditiously. There are very few literature reviews that concern the latter and the industry is asking for a practice. To sustain the edge of customer service team, there is a must to prioritize knowledge process reengineering without further delay. Executive Information System (EIS) emerges in response to managers' need in timely information and knowledge access and there is an initiative to introduce an Executive Information System in this area. This dissertation proposes a framework for the development of a web based EIS model for an extended enterprise operation which is an early model of a knowledge repository. Internal users of the company get a collective view of past experience, re-apply to new situations, and create new ideas. An important aspect of this framework is the view on applying an Executive Information System, not just a technology issue but also a people and cultural issue. The scope is suggested to be further extended to other sections so as to lead the organization towards a "knowledge-creating" company, and also an example of an early success in collaborative operation. No matter the reader is a knowledge worker, sponsor, a change agent or an academic, the dissertation demonstrates how a web based system can help in processing knowledge. After reading this thesis, the readers should be aware of the necessity of knowledge process reengineering and the insight that culture affects the outcome.

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