Author: Chu, Shan
Title: Improving customer relationship management through discoveries of maintenance patterns
Degree: M.Sc.
Year: 2007
Subject: Hong Kong Polytechnic University -- Dissertations.
Customer relations -- Management.
Customer services.
Department: Department of Computing
Pages: 79 p. : ill. (some col.) ; 30 cm.
Language: English
Abstract: Providing good quality products and good customer services are two of the main factors driving the company to success. This project will analysis how data mining technology can help the company improves their products and services. The analyzing target is a manufacturing company, we will list down what problems the company experienced, how the problems affect the customer service level, this is the way to identify the real problem and establish the goal of the project. Afterward, we will propose the solution to resolve the problem in order to improve the customer services. The project will describe the solution of building up the Inventory Planning System and how the company can utilize the data mining tools in order to provide the scientific information for backing up the decision making in the material planning process. We will select the Decision Tree and Sequential analysis models for analyzing data and predicting patterns, the targets are finding the most frequent failed components and when will they happen? Any relationship between replaced components based on the time series? The analysis results give us the component requirement information, which the company can utilize for improving the inventory planning process, and help the company improve their products as well. Finally we will suggest the prototype of inventory planning system, describe how the prototype integrated with current ERP systems. Besides, the analysis results also support the company to provide the value-added services, all the improvements that the company archived eventually serve the goal of advance the CRM. From the above study, we can make the conclusion of the data mining technology helps the company improves the Customer Relationship Management.
Rights: All rights reserved
Access: restricted access

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