Abstract
While many enterprises nowadays building their customer relationship management (CRM) actively, it is still indistinct how to bring the advanced IT into current system and convert it to a feasible solution. Especially, the application of CRM system in the manufacturing industry is in the preliminary stage. So far in Taiwan and Pan-Asia, the implemented CRM cases are laid particular stress on telecom and financial industry. Due to very few reference cases in the manufacturing industry, the development of CRM system is in a predicament.
This research use the Qualitative Research method to study the cases in Taiwan manufacturing industry which have planned and implemented its CRM IT Architecture successfully. By contextualism theory, this research study enterprise¡¦s actual operations and questions within the factors of industry characteristics, enterprise demands, enterprise culture and organization changes. And then, based on Capability-based architecture (CBA), this research analyzed the enterprise CRM IT architecture. The CBA not only help to create tight-knit relationship between IT architecture and business capability, but also support enterprise to find out its required IT components by the mechanism of direction and support in the layered architecture. Additionally CBA facilitate enterprise to obtain the required IT components when business capability changed. This research found out several implications which provide the references for manufacturing industry and follow-up research.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0615102-161503 |
| Date | 15 June 2002 |
| Creators | Lin, Tseng-Mao |
| Contributors | Tung-Ching Lin, Te-Min Chang, Hsiang-Chu Lai |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0615102-161503 |
| Rights | campus_withheld, Copyright information available at source archive |
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