整合CRM與KM建構CKM整合性顧客服務平台－以台灣資訊系統整合服務商為例

Abstract

台灣產業一直希望由高污染產業朝低污染產業方向發展，這些產業包含設計、服務及品牌等。設計的部份已有一些成效，如IC設計的聯發科技、義隆電子，服裝的夏姿，自行車的捷安特等，都已有一定的國際知名度。而服務的部份因為是無形的商品，在台灣一直很難有機會成為一個主力產業，即使是像金融服務或觀光服務等行之有年的產業，亦沒有躍上國際舞台的廠商，資訊系統整合服務商更少，可說是完全只能專注在台灣市場，甚至只能在台灣市場的某些領域發展，主要是因為目前這個產業尚未提升到提供顧問服務的等級，只能做最低階的軟、硬體安裝與設定。 無法提供跨國大型企業或組織服務，主要關鍵就是沒有一套有效的資訊系統，將經驗、技術有效的累積與分享，甚至可以結合企業資源規劃系統，讓公司資源可以更有效分配。因為沒有有效的系統，技術與經驗的累積與分享通常隨著人員的互動來達成而不是靠系統進行，因而顯得雜亂無章，這會使企業因為技術沒有交流而無法提供全球化標準與在地化服務，沒有經驗的分享而無法有效管理當地廠商。以台灣半導體廠建廠案為例，所有提供顧問服務的廠商幾乎都是外商公司如IBM、HP等，幾乎沒有看到台灣廠商，並不是台灣的廠商沒有技術或能力承包建廠的需求，而是缺乏提供顧問規劃與跨國服務的能力，因此只能再承包這些國際廠的下游建置工作。如果能建置一套系統可以將這些經驗累積並有效的分享，再加上全球數一數二的資訊科技人材密度，要想建立世界級的資訊系統整合服務商，與建立電子製造業相同是水到渠成的。 本研究試著去建立一套適用於資訊系統整合服務之整合顧客關係管理與知識管理的系統，透過WEB 2.0的技術使資訊不再是單方向的由企業提供給顧客，而是可以雙向的溝通，使經驗與技術的累積與分享不單是來自企業內部，亦可以綜合顧客的意見，顧客的意見與需求才是讓服務業生存的最大重心。RSS則是可以有效的傳遞企業想要傳遞的訊息給需要的顧客或人員。設計此平台的基本流程依照系統發展生命週期，以優化整個系統開發的流程。

The industries of Taiwan want to level up from the high pollution industry such as manufacturing industry to low pollution industry. The low pollution industries include design and service. There are some success design industries in Taiwan, for example, Media Tek Inc. ELAN Microelectionics CORP. in IC design、Shiatzy Chen in fashion design and Giant in bicycle. All of them are globally famous. Because the services are invisible, it can’t be a major industry in Taiwan. Even some of the industries such as the finance or tourism which had promoted for many years can’t be visible in the global market. The information system integrators can’t be named on the list of the global information system integrators. All of them are focus on the Taiwan market only. The key of the industry can’t grow up is the information system integrators can’t provide consultant service. They are still provide the basic services such as hardware、software installation and configuration. Because of lacking a power information system platform to support the information system integrators, they can’t accumulate the knowledge and relationship with the customers. The resource of enterprise can’t be used well too. The information system integrators do not have ability to service the global enterprise or organization. Without this system, the knowledge and relation will be disordered. The information system integrators can’t build standard operating procedure to service its customer because of missing knowledge exchange. All of the consultant and plan for the construction of a wafer Fab factory were provided by global information system integrators, for example IBM、HP. The Taiwan information system integrators can’t join this game. Taiwan are not short of the information technology human resource and the information system integrators are qualified too. Why they can’t join the project? It's because the Taiwan information system integrators can’t provide globally service and not be able to provide consultant service. They can contract the global information system integrators' job only. If we can create a powerful information system platform to cumulate the knowledge and relation integrated the highest information technology population density to build global famous information system integrators is not an impossible mission. The research is to try to build an information system platform to suit the information system integrator requirement. It will integrate the knowledge management and customer relation management. The information flow will not be one way only based on the concept of WEB2.0 , it will be bi-direction. The knowledge accumulation will not only from the internal enterprise but also external customers. All the profits are made by the customers. The most important is to know what the customers really want. It is the key to let the enterprise alive. RSS technology can transfer the really need information to the correct person. The system will be build based on the system development life cycle to optimize the flow of system development.