ontheCustomerServiceProcess管理控制模型-以消费者服.ppt

A Management Control ModelBased on the Customer Service Process 管理控制模型-以消費者服務流程為基礎;Paper 概要;大綱;The Challenge to Traditional Management Control Systems;Management control steps;Traditional management control advantages;Problems with Traditional Management Control;Management Control in Services: A Need for Change of Perspective;Action Research: Method and Models ;Method;Results - customer service process ;Results - A Service Map as a Model ;ABC-Model;Results-Entering Data into the Model ;The model 用在何處;Conclusions;應用-台灣市場 LCDTV服務架構;Thank you