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A Integrated VOC Management Schema in Large-Scale Manufacturing Companies : A Case Study on Implementation for Construction Equipment Division in 'H' Heavy Industry

  • Journal of The Korea Society of Computer and Information
  • Abbr : JKSCI
  • 2009, 14(8), pp.127-136
  • Publisher : The Korean Society Of Computer And Information
  • Research Area : Engineering > Computer Science

Gil Sang Jang 1

1울산대학교

Accredited

ABSTRACT

Voice of the customer(VOC) is a term used in business and information technology(IT) to describe the process of capturing a customer's requirements in enterprises or various organizations. Recently, in order to satisfy customer's needs, enterprises try to utilize VOC at recurrence prevention of problems and their improvement activities, planning and development of product/service by processing, storing, and analyzing VOC. Until now, VOC management systems are introduced around service industries such as hotel business and insurance/financial business, etc. This paper proposes an integrated management scheme of VOC which are captured by various communication channels and describes a case of implementing an integrated VOC management system on the basis of the proposed scheme for the large-scale manufacturing company. By the implemented system, VOC are stored and utilized as the important knowledge assets of enterprises.

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