MIS For 120 Dasan call center 자료 KQ

MIS For 120 Dasan call center 자료

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MIS For 120 Dasan call center

MIS For 120 Dasan call center

MIS

For 120 Dasan call center

Index

Introduction

Problem

Solution

Effect

Conclusion

Introduction-Current situation

120 Dasan call center

Opened in Seoul, in 2007 by Seoul city hall.

Centralized center used for the purpose of dealing with

a large volume of civil complaints.

Settle a civil complaints through telephone, text message and

home page.

Introduction-Business system

Citizen

Free service for inquiries

Civil complaints

Advertiser

What(상품내용)

What effect (광고효과)

Which medium(광고매체)

Advertising expense

Problem

1. 120 Dasan call center Free service for inquiries

Call center is operating at deficit.

Call center does not know changes in revenues and expenses.

2. Counselor arrangement is not efficient

- Call center has the fixed number of counselor.

- Call center has no consideration of Time-based arrangement.

Problem

3. Complaints processing speed is slow

Call center doesn’t use complaints classification system.

- E.g. transportation, water works, cultural events.

4. User satisfaction rate is generally low.

- Call center’s several attempts to solve the problem met with

failure.

- Counselors are reliant on a very limited solving system.

We need management information system!

Solution

Solution 1 Data warehousing

No recording of advertising revenue -` Recording as computerized

Data Base Management software

Made based on Microsoft Access

Solution 1 Data warehousing

No recording of advertising revenue -` Recording as computerized

Make a database using MS-Access

Easy to record tons of data

Solution 1 Data warehousing-Diagram

Change same information in every single table several times

-` Change data automatically by once

- Know what relations exist among several tables

- Able to know primary keys and foreign keys

Make a database using MS-Access

Remove version problem among departments

Solution 2 Specifying profit with XL MIner

Discrimination between used or unused 0 / 1

Solution 2 Specifying profit with XL MIner

Association Rules foundation of classifacation tree

Solution 2 Specifying profit with XL MIner

Classification Tree

- Divided by Step

Solution 3 Esitimation profit with XL-Sim

To analyzing Finacial report Using Profit Simulation

Solution 3 Esitimation profit with XL-Sim

Solution 3 Esitimation profit with XL-Sim

→ This Graph able to figure out what is the worst profit in the worst situation up to the best situation with the best profit as well

Conclusion

Management by database

- Recording customer’s data immediately

- Improving Efficiency of Data handling

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자료제목 : MIS For 120 Dasan call center

파일이름 : MIS For 120 Dasan call center.pptx

키워드 : MIS,For,Dasan,call,center,120

자료No(pk) : 15127085