Abstract
In recent years, for the customer service more and more be emphasized, the manufacturing industry has also been a heated discussion. In this study, customer service process to touch point to be explored, to find out customer value orientation, and this customer value, into the manufacturing process, integrate the customer point of view with the plant process risk, And to improve, and to provide customers with the value of the process, continuous improvement to meet customer requirements. In the semiconductor FT process, there is seldom an effective process from the customer value proposition for how to provide a good customer service. Based on the theory of "Value Proposition Design" and the theory of Value Proposition Design, we can combine the customer service with the value flow chart in the lean production to eliminate the waste, and take this as the foundation of the design thinking in the 4D model advocated by British Industrial Design Association. Tools, to use various diagrams in the discussion easily and to understand the meaning of the need to express, in order to allow discussion to easily reach a consensus, and customer service point of view, combined with the plant process risk assessment of customer service, combined with supply and the demand side of this customer service process, and find out the “CHIP ID system” & “quantity compared system” two customer service to meet the customer request, for the finding process, we verify the process is effective to the B2B customer service. In the B2B, to look at customer service often in their own perspective on how to provide a customer service. In this study, B2C customer value orientation into the B2B customer service processes, customer perspective to find the company can provide services within the way, and continuously improve the company's internal process has been to provide new services to customers to meet customer of the demand.