微观经济学MIS_CH02.pptVIP

Problem: High level of defects in product, new government requirements for reporting defects. Until 2002 Kia ranked at the bottom of J.D.Power and Associates’ annual initial-quality survey of new vehicle owners. In 1997, Kia had 2.75 defects per vehicle, when the average North American car had 1.1 defects per vehicle. In 2002, Kia had 2.12 defects per vehicle, but the industry average was 1.33. Kia had to report any defects, accidents, or injuries involving its vehicles to the U.S. National Highway Traffic Safety Administration. The information was stored in at least seven different systems run by Kia’s warranty, parts, consumer, and legal affairs department. Solutions: Improve quality and monitor defects so that defects and quality problems are easily identified. Kia created defect reporting system to identify potential problems, such as faulty brake parts, by combining warranty claims, parts orders, field reports, and consumer complaints. Infogain developed the system with data repository and Clarify CRM system link, which extracts required data from all of the systems, integrates the data, and then analyzes them, with capabilities for displaying overall trends and for drilling down into details. The system results in reduced costs and increased sales . Demonstrates IT’s role in centralizing data, interfacing with customers, and improving production processes. Illustrates digital technology’s role in improved quality and lower rate of defects leading to customer satisfaction and repeat business. 起亚（KIA）汽车公司是韩国最早的机动车制作商业，始建于1994年。起亚的车系基本上已经覆盖了从轿车到SUV、MPV的各种车型，其中很多车型多次获得各项殊荣。目前起亚汽车公司拥有14家工厂，在8个国家具备装备组装实施，每年有超过140万台的起亚汽车通过全球经销商网络销售到世界163个国家。 Tupperware: airtight containers Sales: Multilevel compensation structure Home demonstration party Challenge A sale consultant Responsible for her own paperwork Responsible for paperwork from people she recruit Solution Web-based order management system No need for sales consultant to enter orders from people the