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한대운,한부학 용인대학교 산업경영연구소 1998 산업경영논총 Vol.3 No.-
In the most of manufacturers costs incurred by performing the reactive quality control are substantial. Recently, the abrupt improvement of information technology leads us to manage the information on the procedures of quality formation. As a result of this the proactive quality management system need to be developed to be capable of agilely executing customer services and reducing the cost through sharing information over all related parties. In this paper we attempt to develop a system which can promptly process discontents and claims out of the customers and be accessed by all users: CASS (Customer Afterservice Support System). Some results by using the real data are also reported.