• International Journal of Quality Innovation
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• v.8 no.3
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• pp.46-70
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• 2007

Customer Support Knowledge of Customer Support Organization is one of the important assets of enterprises and "Customer Support Knowledge Management" is also the critical aspect of Business Knowledge Management; however, the attributes of Customer Support Knowledge are complicated, diverse, renewed rapidly and difficult to be managed. Thus, in order to design a successful Customer Support Knowledge Management System, apart from the consideration of "human" and "information technology" aspects, the concerns of attributes and Customer Support Knowledge and industry characteristics should be involved for meeting the requirements of Customer Support Organization and allowing the organization to acquire the competitive advantage of "Differentiation Service". This research used the "Customer Support Knowledge Management System" in a high-tech industry as an example and treated the end users of medical instruments in different types of hospitals in Taiwan which have received the support service of our company in recent six months as the population. The end users were mostly the nursing executives or ultrasonic wave technical personnel in intensive care unit and they had similar educational background and incomes and adopted the medical instruments such as physical supervision system, ultrasonic wave system, heart start or ECG machine produced by our company; the research method was to randomly treat the investigation results of the telephone customers' satisfaction from respective 30 end users in the population three months before and after this system execution as the samples and use hypotheses to validate if the end users' customer satisfaction significantly improved in terms of "Remote Support," "On-site Support," "Service Turn Around time," "Technical Competence" and "Manner" in order to understand the influence and managerial significance of execution of "Customer Support Knowledge Management System" on Customer Support Organization.

• Knowledge Management Research
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• v.17 no.3
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• pp.93-116
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• 2016

Knowledge, as a source of firm's competitive edges, has been drawing attention, while numerous enterprises are investing huge amount of assets to foster the right environments for executing knowledge management (KM). As a practical way of such KM, knowledge management systems (KMS) support the creation, diffusion, and utilization of knowledge, which are the tools for practicing such management style. Recently, the customer centers which make the closest contact with the customers are being concerned about the establishment of KMS. Considering the characteristics of real-time problem solving in customer centers during the consultation with the customers, the importance of KMS is paramount to the centers. This study analyzes major factors influencing the success and utilization of the customer center KMS's reestablishment, as an exploratory case study of the reestablishment of KMS in the customer center of K insurance company. First, the characteristic differences between the customer center's KMS and the traditional KMS are discussed, and the triangulation technique is applied to secure objectivity of this case study's findings. Major results of the case study state that, for the success of KMS and improvement of utilization, the followings should be considered preferentially: excellent system quality (accessibility, user convenience, easy searching, speed/menus); high information quality (accuracy, usefulness, timeliness, task-relevance, diversity, degree of specification); appropriate operation strategy and process for the utilization of system (education, training opportunity, appropriate personnel, speed and procedure of approval, compensation/evaluation); and change management via the support from the CEO's level (concern and participation of CEO, will to propel the project, investment, advertisement, etc.). This study provides practical suggestions with respect to factors which should be more carefully dealt with, since still many customer centers have hard time establishing and operating KMS due to lack of previous studies.

• Korean Management Science Review
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• v.19 no.2
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• pp.1-23
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• 2002

It has been considered as a means for sustaining a competitive advantage for companies to build and maintain long-term relationships with customers. It is without any doubt that many companies have tried to initiate Customer Relationship Management (CRM). For the effective management of customer relationships, it is critical that they acquire. share and use customer information and knowledge. In this paper, we deduced 9 important factors affecting the qualify of customer information and knowledge from the literature reviews on CRM, and developed the questionnaire to measure these factors. The factors are again categorized into organizational system, employees and IT. We analyzed data collected from 30 companies in service industries such as the finance. distribution and communication industries. The result of data analysis demonstrates that the employees' analytical shills and appraisal and reward systems are closely related to the quality of customer information, and analytical skills and IT support for communications with customers are associated with the quality of customer knowledge. implications of findings and future research directions are discussed.

• Journal of Information Management
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• v.38 no.2
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• pp.175-190
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• 2007

Information on and knowledge of science and technology in the knowledge-based society can be a valuable natural resource and a source of competitive advantage for a country. In addition, in conducting research and developing technologies, information on and knowledge of science and technology is becoming increasingly important and customer's needs are becoming more diverse. This study thus aims to propose appropriate strategies for effectively coping with needs of those customers who use such knowledge and information by actively reflecting a broad diversity of customer' needs and comments. Using such strategies, we developed a standardized and integrated helpdesk system to enhance the quality of customer support and other services, customer monitoring service, and customer satisfaction.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.22 no.4
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• pp.823-832
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• 1997

As enterprises use ATM networks for their private networks and as these private networks use public ATM networks for wide area communication, the need for the customers to be able to manage both private and public networks. Currently, some standardization work is being done towards providing this capability to customers. In this paper, we propose a new customer network management (CNM) system architecture for the management of both ATM a private network and a public network in a uniform way. The particular features of the proposed architecture lies in the efficient support of the complex hierarchial TMN manager-agent relationships at M3 and M4 interfaces, and the support of SNMP and CMIP integration which is necessary for the implementation of a CNM system. The TMN hierarchical many-to-many manager-agent relationships are realized by the utilization of CORBA-Based SMK (Shared Management Knowledge) implementation. We have also implemented the prototype of a ATM CNM system, and measures the performance for the demonstration of the suitability of the proposed architecture.

• Journal of the Korea Safety Management & Science
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• v.8 no.4
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• pp.181-193
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• 2006

The purpose of this thesis addresses a development of an expert system to support a decision making of the vender selection. The researches related to the vender selection problems have been studied and they provide 23 criteria to select proper venders. In this thesis, 8 criteria have been used to construct a knowledge base of the expert system. The system in this thesis consists of 6 steps in its procedure. Step 1 decides a specification that satisfies customer's needs and Step 2 chooses a part supplied by a vender. The type of an outside order is decided in Step 3 and some venders satisfying the customer's needs are selected in Step 4. Some of the venders chosen from step 4 which do not satisfy the fatal cirteria(that is Quality, Delivery, Price) can be deleted in Step 5. In the last step, 8 cirteria is used to select 3 venders according to their ranking. Consequently, this program provides for a man, who does not have the experiances, an efficient way to select appropriate venders in the vender selection problems.

• Proceedings of the Korea Inteligent Information System Society Conference
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• 1999.10a
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• pp.347-354
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• 1999

The credit rating represents an assessment of the relative level of risk associated with the timely payments required by the debt obligation. In this paper, we present a new approach to credit rating of customers based on the rough set theory. The concept of a rough set appeared to be an effective tool for the analysis of customer information systems representing knowledge gained by experience. The customer information system describes a set of customers by a set of multi-valued attributes, called condition attributes. The customers are classified into groups of risk subject to an expert's opinion, called decision attribute. A natural problem of knowledge analysis consists then in discovering relationships, in terms of decision rules, between description of customers by condition attributes and particular decisions. The rough set approach enables one to discover minimal subsets of condition attributes ensuring an acceptable quality of classification of the customers analyzed and to derive decision rules from the customer information system which can be used to support decisions about rating new customers. Using the rough set approach one analyses only facts hidden in data, it does not need any additional information about data and does not correct inconsistencies manifested in data; instead, rules produced are categorized into certain and possible. A real problem of the evaluation of the evaluation of credit rating by a department store is studied using the rough set approach.

• Proceedings of the CALSEC Conference
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• 2001.08a
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• pp.277-288
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• 2001

Nowadays, for the competitive power of an enterprise, there are many attempts to implement information system that could support business innovation by business process re-engineering. However, there is no effort to standardize the core business processes of enterprise based on standards of data, documents. These facts make it difficult to introduce and implement enterprise information system designed by business processes of the higher level. Therefore, standardization of business process by analyzing the functionality and relationships among them are important and necessary. The results of our research are summarized as process-driven standardization (standardization of core business processes) and development of a repository. In process-driven standardization, we proposed the reference model by analyzing the business processes of the leading enterprises for core business processes. The reference model focuses on core business processes, such as sales management, procurement management, production management, logistics management, and customer support in manufacturing industry. We developed a knowledge-based system as a repository for a integrated management system of business process. And this repository was built up web-based system for the purpose of both reference and management.

• Information Systems Review
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• v.10 no.2
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• pp.137-158
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• 2008

Rapid development of various information technologies creates new opportunities in online and offline markets. In this changing market environment, customers have various demands on new products and services. Therefore, their power and influence on the markets grow stronger each year. Companies have paid great attention to customer relationship management. Especially, personalized product recommendation systems, which recommend products and services based on customer's private information or purchasing behaviors in stores, is an important asset to most companies. CRM is one of the important business processes where reliable information is mined from customer database. Data mining techniques such as artificial intelligence are popular tools used to extract useful information and knowledge from these customer databases. In this research, we propose a recommendation system that predicts customer's purchase intention. Then, customer's purchasing intention of specific product is predicted by using data mining techniques using receipt data set. The performance of this suggested method is compared with that of other data mining technologies.

• IE interfaces
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• v.11 no.2
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• pp.159-176
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• 1998

In the motor manufacturing system with the properties of short delivery and order based production, the process plan is performed individually for each order by the expert of process plan after the completion of the detail design process to satisfy the specification to be required by customer. Also it is hard to establish the standard process plan in reality because part routings and operation times are varied for each order. Hence, the production planner has the problem that is hard to establish the production schedule releasing the job to the factory because there occurs the big difference between the real time to be completed the process plan and the time to be required by the production planner. In this paper, we study the decision supporting system for the process plan based on knowledge base concept. First, we represent the knowledge of process planner as a database model through the modified POI-Feature graph. Then we design and implement the decision supporting system imbedded in the heuristic algorithm in the client/server environment using the ORACLE relational database management system.