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    National Tsing Hua University Institutional Repository > 工學院  > 工業工程與工程管理學系 > 期刊論文 >  Adopting Contact Center Approach to Collaborative Product Development - Using TFT-LCD Design Chain as Case Study


    Please use this identifier to cite or link to this item: http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/46747


    Title: Adopting Contact Center Approach to Collaborative Product Development - Using TFT-LCD Design Chain as Case Study
    Authors: Ching-Jen Huang;Amy J. C. Trappey;Yin-Ho Yao;Shen-Chou Yeh;Yu-Hsiung Cheng
    教師: 張瑞芬
    Date: 2003
    Publisher: 產業電子化運籌管理學會
    Relation: International Journal of E-Business Management, 產業電子化運籌管理學會, Volume 1, Issue 3, DEC 2003, Pages 120-128
    Keywords: Collaborative Design
    Design Community
    Data Mining
    Contact Center
    Customer Relationship Management
    Abstract: This research focuses on studying the concepts and technologies of computer telephony in-tegration (CTI) for smart and rapid services of collaborative product development commu-nities. A multi-channel dynamic design community service center system is modeled, de-veloped and implemented. We use TFT-LCD design chain as a case study to conduct de-tailed system design, analysis and implementation. The research efforts are constructed in three main stages. First, we review current research directions and the latest information technologies in enhancing collaborative designs, customer contact center and design com-munity concepts. Second, a multi-channel, analytical and dynamic design service center is developed to improve the efficiency and performances of collaborative partnership. Third, the collaborative design service center is configured as a real case study (i.e., TFT-LCD de-sign chain) to prove the applicability. The research enables consistent, efficient and cost-effective service across all collaborative channels. Thus, customer and supplier ser-vices can be improved significantly and the product development cycletime-to-market can be shortened. Finally, a customer-driven product design can be achieved through a true collaborative community.
    URI: http://www.doaj.org/doaj?func=abstract&id=251518&q1=CRM&f1=all&b1=and&q2=&f2=all&recNo=31
    http://www.ebms.org.tw/
    http://nthur.lib.nthu.edu.tw/dspace/handle/987654321/46747
    Appears in Collections:[工業工程與工程管理學系] 期刊論文

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