无工厂化集成电路企业客户服务质量提高的探索.pdfVIP

A b s t r a c t Fab le ss m o de a ss ists F com pany in low inv e stm ent con d it io n s, imp lem en ta t ion of in tegrated c ircu its for the design，produc t ion , sa les a n d ser v ice . In th e s itu a t io n o f f ew er ser v ice p er son s, h ow ca n F com p an y m eet cu s tom er ser v ice n eed s an d en han c e cu stom er ser v ice qu a l ity ha s b ecom e a tou gh p rob lem . M a ster in g m u ch pr ofe s s iona l know le dg e is n ece s sar y for In tegra ted c ir cu it app l ica t ion s. C u stom er s o f ten en cou n ter ed in th e har dw ar e c ir cu it d e s ign , so ftwar e d es ign , sy stem m a tch ing an d oth er a sp ects of th e pr ob lem in the app lica t ion proce ss. A ss ist cu stom er s to so lv e th e se p rob lem s is th e ma in con ten t o f cu stom er serv ice w ork . Th e a im of cu stom er serv ice is to he lp cu stom er s b etter app lica t ion of ch ip pr odu ct s, w h ich form s a c lo se work in g r e la t ion sh ip b e tw e en F com p an y a nd c l ien t com pa n y . W ith th e cu stom er ser v ice of F c om p a ny , u s in g ser v ic e qu a l ity ga p ana ly sis m eth od, four qua lity gap s w er e found in th e end. M eanw h ile 工 pu t forw ar d th e corr esp on d ing impr ovem en t m ethod s : (1)Th e manager s lack of under stand ing of cu stom er s r equ ir em ent s. V a r iou s cu stom er s h a v e d ist in gu ish ed exp ecta t ion s in cu stom er ser v ice, w h ich is in f lu en ced by th e app l ica t io n o f th e types o f p r o du c ts, th e f ie ld th ey enga ged in . F m anag er s mu st hav e deep er u n der sta n d in g o f cu stom er exp ec ta t ion so tha t th ey ca n d e ve lop effe ct iv e cu stom er ser v ice sp ec if ica t ion . (2)Cu stom er ser v ice c