Browsing by Author "Chien, TK"

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Did your efforts really win customers' satisfaction?
(2003)
Chien, TK
;
Chang, TH
;
Su, CT
;
工業工程與管理學系
;
Department of Industrial Engineering and Management
The national customer satisfaction index (NCSI) shows that these indices compare and estimate the competitiveness and financial benefits for countries and industries. However, general enterprise uses the concepts of NCSI deficiently in the practice of CS activities. This paper will express the latent variables in the NCSI models of different countries in order to highlight all the efforts companies have made in promoting CS activities to win customers' satisfaction and loyalty. Through the successful experience of a Taiwanese company, the relationship between the NCSI and the various concrete issues within the CS program is compared. Also, this article proposes the concept of a "matching rate" to show how the necessary concrete issues of all CS activities must link with the latent variables of NCSI. Finally, the managerial implications of the matching rate are explained, and it is suggested how an enterprise can use the rate to draw up the strategy of the CS program.
Implementation of a customer satisfaction program: a case study
(2002)
Chien, TK
;
Su, CH
;
Su, CT
;
工業工程與管理學系
;
Department of Industrial Engineering and Management
For an enterprise striving to implement total quality management (TQM), customer satisfaction (CS) is an important objective to achieve. The success of CS is not only closely related to a company's TQM performance but it also has permanent effects on the company's future. However, many corporations still fail to implement CS due to lack of experience, or not being able to keep up with the continuous implementation of CS. This study takes a look at one large Taiwanese multi-product manufacturing company with nine years of CS implementation experience. The implementation steps developed over nine years of CS implementation would be used as the foundation in building the CS implementation framework so that the possibility of actual performance failure would be minimized.