한국품질경영학회:학술대회논문집 (Proceedings of the Korean Society for Quality Management Conference)
- 한국품질경영학회 2004년도 품질경영모델을 통한 가치 창출
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- Pages.633-638
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- 2004
Re-illumination of VOC analysis
- Bae SungMin (Dept. of Industrial & Management Engineering, HANBAT National University)
- 발행 : 2004.04.01
초록
Main purpose of existing VOC (the voice of customer) analysis is suppressing the VOC occurrence. But, in real situation, it is impossible to reduce the VOC occurrence to the zero level. Company's strategy to decrease specific customer complaints may cause another customer's complaints increase. Especially, in a financial industry, customer complaints are directly connected with company's profit. That is, the VOC from their profitable customer, product and channel is major concern of companies. In this paper, 1 reveal the relationship between CRM (customer relationship management) activity and VOC analysis and various analysis methods.
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