¡iABSTRACT¡j Three internal fixed network companies started operations one after another in July, 2001. Instantly, telecommunication market is running into a state of intense competition in our country. Besides comparing with each company's price and the quality of product, customers also take the services into consideration. It is thus important to attract customers by conducting the cost and the services for telecommunication companies. That means, it is important to find the differences between products and the services. Thus, to remain a good relationship with customers is indispensable for a successful business. ¡§Call Center¡¨ is the key of the service. According the research, the operational efficacy of the service department is growing quickly. The growing domain is not only increasing the limit but also increasing the content. Thus, the business managers must have different views about their agents. The agents are no more low human resources. A good agent will benefit a focal point of strategic market by training. Call center will be from a ¡uCost Center¡vto a ¡uProfit Center¡v. Besides transmitting to the customers the ideas of the company, the products, the services and the operating ideals, the agents are also the moment of key point between the company and the customers. It needs to go with officials and managers, if an agent wants the customers to feel satisfied. To create the best values and products, the other personnel must help the agents. This research is an exploration, take company A as an example, of the moment of quality of inbound operation that customers call for telecommunication's Call Center with internal customers¡¦ viewpoints and external customers¡¦ suggestions of quality. To do a deeper constructional exploration systematically what kind of serviceable quality does customers need, this research utilizes the technique of QFD (quality Function Deployment) and found: First, customers request the quality of voice (external metrics). The important items are to handle questions correctly, answering rate, and the ability to solve problems. Second, the important items of service quality (internal metrics) include average handling time, percentage of calls handle on the first calls, the capability of solution, percentage of abandonment, and the ability of specializing knowledge. Third, functions of supportive system that effect on the servicing quality (concerning metrics). There are eight important items about it. It Includes the investigation of customer satisfaction, thrust out promote activity, setting up the evaluation of servicing quality, productivity of agents, handling of current working situation, setting up the objective and the measuring standard of servicing quality, thinking highly of call center, and handling of the unexpectedly events. According the documents and the operating system of call center and to promote the service quality, it offers suggestions of the operating system and methods to improve the countermeasure of management. It proves the crucial point of importance of total service systems.

La combinaison de l'internet des objets et des nouvelles technologies liées à l'énergie transforme le paysage de l'énergie dans la maison. Les installations de micro générateurs, dominées par les panneaux solaires photovoltaïques, sont en constante progression. C'est une opportunité pour la création et l'altération des comportements énergétiques. Cependant, ces transformations créent également un nouveau challenge que l'on appelle le « différentiel énergétique » à l'échelle de la maison : la consommation et la génération d'électricité des ménages sont désynchronisées. En effet, la génération locale est majoritairement incontrôlable et dépendante des conditions météorologiques alors que la consommation des ménages à tendance à se concentrer en soirée. Cette thèse vise à comprendre et supporter les pratiques de déplacement des consommations émergentes dans les ménages équipés de panneaux solaires photovoltaïques. En particulier, nous observons « Comment les outils numériques peuvent-ils tirer parti des pratiques de déplacement des consommations dans le contexte de micro génération domestique ? ». Pour adresser cette question nous avons combiné des approches empiriques et d'ingénierie, se renforçant et s'informant mutuellement les unes et les autres pour fournir une solution générale. Cela inclut la collection de données qualitatives et quantitatives, des analyses en collaboration avec les participants, des études longitudinales, des interviews, du co-design, des simulations et des tests en condition réelles. Tout au long de cette thèse, nous avons utilisé une méthodologie centrée sur l'utilisateur à chaque étape pour informer et valider la recherche en collaboration avec 38 ménages. A travers une investigation approfondi des routines telles que faire la lessive et se déplacer en voiture électrique, nous soulignons l'engagement naturel des ménages pour le déplacement des consommations. Cependant, cette activité se révèle complexe et fastidieuse. Nous révélons cette complexité à l'aide d'une analyse de donnée participative, une méthode élaborée afin d'analyser les données en collaboration avec les participants. Nous construisons une compréhension détaillée de la relation entre la génération d'électricité domestique et les routines du quotidien. Enfin, nous soulignons le besoin d'un support contextuel à travers le déploiement d'interventions sur le terrain. En perspective de la littérature, nous proposons un modèle conceptuel pour le support interactif de déplacement des consommations. / The combination of ubiquitous computing and emerging energy technologies is radically changing the home energy landscape. Domestic micro-generation, dominated by solar photovoltaic, is increasing at a rapid pace. This represents an opportunity for creating and altering energy behaviours. However, these transformations generate new challenges that we call the domestic energy gap: domestic electricity consumption and micro-generation are out of sync. Micro-generation is mainly uncontrollable production relying on weather while domestic energy consumption tends to happen mostly during the evening. This thesis focuses on understanding and supporting new domestic practices in the context of domestic solar electricity generation, looking at ‘Demand-Shifting’. Specifically, we look at how can digital tools leverage Demand-Shifting practices in the context of domestic micro-generation? Relying on a mixed-method approach, we provide a qualitative and quantitative answer with the collaboration of 38 participating households in several field studies including two spanning more than eight months. Through a deep investigation of laundry and electric mobility routines in the context of domestic micro-generation, we emphasised a natural engagement into Demand-Shifting which appeared as a complex and time-consuming task for participants which was not visible when we analysed their quantitative data. We revealed this complexity through Participatory Data Analyses, a method we designed to analyse the data in collaboration with the participating householders. This provided us with a comprehensive view of the relationship between domestic micro-generation and daily routines. Finally, we highlight the need for timely and contextual support through the deployment of interventions in-the-wild. Building on discussions of our findings in perspective of the literature, we propose a conceptual framework to support domestic interactive Demand-Shifting (iDS).