Title page for etd-0712115-114447


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URN etd-0712115-114447
Author Jui-yuan Lo
Author's Email Address No Public.
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Department Institute of Human Resource Management
Year 2014
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title Customer Complaints Analysis of Automotive Services Plant´╝ÜFailure Modes and Effects Analysis
Date of Defense 2015-07-30
Page Count 74
Keyword
  • Service Processes
  • FMEA
  • Customer Complaints
  • Car Service Plants
  • Abstract Using Failure Modes and Effects Analysis (FMEA) with approach of Case Study, this study explores the prediction and prevention of customer complaints by maintenance and service staffs from automotive service company. It seems that the services provided by maintenance or service staffs are not the same as what customers expect and concern. By comparing the processes identified by maintenance or service staffs that are easily going wrong with the actual grievances from customers, we shall find the differences between them and give feedback to the staffs, which should naturally reduce the probability of customer complaints. By forming an FMEA team consisting of experienced service specialists, we did the potential risks priority coefficient prediction on 15 items in service processes which may cause customer complaints. Then we classified the customer complaint cases for last three years to confirm the differences between staffs and customers and make recommendations to the company. As confirmed in this study, the predictions are consistent with the part of customer complaints, such as the quality of vehicles and service quality; as to the service processes in preparation and the customer demonstration facilities, the predictions are inconsistent with customer complaints. This result could help the company make adjustments on prevention measures of customer grievances.
    Advisory Committee
  • Li-Fang Chou - chair
  • I-Heng Chen - co-chair
  • Chin-Kang Jen - advisor
  • Files
  • etd-0712115-114447.pdf
  • indicate access worldwide
    Date of Submission 2015-08-12

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