I had taken many classes at NCCU and learned a lot of knowledge, skills and insights from professors and classmates. I truly appreciate with their lectures, discussions, helps and behavior. The knowledge and skill that I gained from this program, indeed help a lot in my present job. I worked in a telecommunication company for more than 15 years. My present role in the company is to run the Software Service Operation department. Part of the job function is to ensure smooth operation of customer helpdesk service to maintain and enhance customer satisfaction on our company post sales technical support service. The thesis begins with the brief summary of the company background. Analysis of its current customer case handling organization and customer case handling performance in relation to its major competitor ABC and pin point bottlenecks on its present setup. Via the finding of bottlenecks, the thesis then elaborate various proposal of action plan to improve the efficiency and effectiveness of the company’s customer case handling organization to shorten the customer case handling run time, in order to catch up with the industry benchmark and further improve customer satisfaction with our service. This thesis ended with the Case Run Time Reduction Program time line, management of its program risk and the forecast of the outcome of those proposed action plans.