以顧客關係管理模式為基礎之高科技產業圖書資訊服務平台

Abstract

研發與創新是科技產業注重的經營理念，參考與借鑒成功經驗來激發創意更是能提升效率，而交通大學為卓越的研究型大學、科技人才的培育搖籃，與科技產業相輔相成，因此交通大學圖書館如何能使其對企業會員所提供的圖書資訊服務更為迅速與正確，是本研究極想要解決的問題。 本研究利用開放原始碼內容管理系統軟體－Drupal，開發一以顧客關係管理理論為基礎、以交通大學圖書館企業會員為對象的圖書資訊服務系統，在權限控管的機制下實作包含帳號管理、機會管理、文獻傳遞服務、問題與解答、統計報表與新書推薦等顧客關係管理核心功能，期使交大圖書館對於企業會員除在資訊服務提供更為迅速與正確的服務外，也能進一步對其提供客製化服務。 本研究之主要貢獻在於利用開放原始碼內容管理系統軟體優勢，配合顧客關係管理理念以實作一具有顧客關係管理核心功能與符合交通大學企業會員服務工作流程之圖書資訊服務系統，輔助交通大學圖書館運用顧客關係管理理念以提升企業會員服務品質，發揮圖書館服務企業會員之最大效益。

Innovation and originality are two key factors for the success of technological industries. Learning from successful experiences to stimulate originality speed up innovation. National Chiao Tung University (NCTU) is an outstanding research university, which cultivates technology elites and cooperates with technological industries. Therefore, how NCTU Library provides industry members with more rapid and correct information is the primary focus of this study. This study uses an open source content management system (CMS), Drupal, to develop a customer relationship management (CRM) system for NCTU Library’s industry members. This system facilitates the provision of accurate information to NCTU Library’s industry members. Furthermore, it enables customized services to individual members. The primary functionality of this system are implemented under a privilege control mechanism with user groups, including member administration, opportunity, requests for document delivery services, new material recommendation, on line Q & A, and reporting. The major devotion of this research lies in the use of an open source CMS software to develop a CRM system, allowing the library to offer her industry members adequate information and create the biggest effect of library services.