標題: | Using Case-Based Reasoning Method to Design a Return Merchandise Authorization System for Supply Chain Management in Internet of Thing |
作者: | Chen, Yeh-cheng Chu, C. N. Sun, Hung Min Chen, Ruey-Shun Tu, Mengru Lin, S. C. 資訊管理與財務金融系 註:原資管所+財金所 Department of Information Management and Finance |
關鍵字: | case-based reasoning;return merchandise authorization;supply chain managemen;internet of thing |
公開日期: | 1-一月-2017 |
摘要: | This paper drives into the deficiencies of the traditional RMA service system of a notebook computer manufacturer and analyzes the customer service behavior of its customer relationship management. It uses a global web-based framework and Java for development tool for the establishment of system. Data compilation procedure, with the help of the pro system case-based deduction technique, provided the system with an automatic analytical capacity, thereby further enhancing the capacity of the web-based intelligent RMA repair and maintenance system. The system allowed an interaction with the customers. The intelligent RMA system allowed us to improve repair and maintenance efficiency by 26% strongly boosting degree of customer satisfaction. Moreover, the global inventory management can reduce 12%; a boon that not only reduced the interest payments for inventory, but also eased up the company revolving fund cycle. The system can institute a more flexible part supply system, as well as enabled the Quality Assurance (QA) and R&D departments to understand the trouble-causing factors of the products that the company has sold. As a result, product AFR (Annual Failure Rate) dropped by around 85% Finally, we also used the repair and maintenance information to train new engineers. It saved us training time. Hence, the research has designed an innovative and practical IT (CRM) system. |
URI: | http://hdl.handle.net/11536/146210 |
期刊: | 2017 17TH IEEE INTERNATIONAL CONFERENCE ON COMMUNICATION TECHNOLOGY (ICCT 2017) |
起始頁: | 1462 |
結束頁: | 1466 |
顯示於類別: | 會議論文 |