KR100952303B1 - The method and system of management making the most of voc - Google Patents

Abstract

PURPOSE: A system for integrally managing and using voc for business and an operating method thereof are provided to receive and reply the primary VOC by connection of a main server, an external access server, a rail network intelligent system server, a PMS(Project Management System) server and EAI(Enterprise Application Integration). CONSTITUTION: A main server(10) integrally manages VOC data by a menu module(20) and a database(30). An external access server(40) files a civil complaint and inquires a document of an external customer through an internet and a network. A rail network intelligent system server(50) offers a portal of the main server. A PMS server(60) offers business management. A BSC(Balance Score Card) server(70) manages performance of divisions. A groupware server(80) receives and replies a document.

Description

System and management method of integrated management and use of voice of customer {The method and system of Management making the most of VOC}

The present invention relates to a system for integrating and managing a customer's voice (VOC) in order to maintain a good relationship with the customer, and to a method of operating the same. Providing primary VOC information on the system supports the management staff in real-time management of questions / answers, and improves the quality of service such as primary VOCs where records are maintained and meetings, visit interviews and business trip interviews where records are not maintained. When the secondary VOC is collected and improved along with customer satisfaction or integrity, the fidelity of the improvement is evaluated, and the overall contents of external customer satisfaction / internal customer satisfaction / integrity / primary and secondary VOC management are included in the customer / ethics management plan. In this regard, the company will provide customer satisfaction and ethical management to re-evaluate its management plan implementation efforts and reinforce the activities of various customer contacts, thereby improving the quality and reliability of the system. It has been greatly improved so that customers can plant good images.

As is well known, the integrated management of customer voice (VOC) is designed to help customer satisfaction administration (management) through real-time monitoring and analysis of customer needs and complaints.

If you want to be successful in your business now and in the future, it makes sense to make your customers happy. We may have some of the above questions. Does making a customer happy mean it's directly related to the success of your business? Which of your customers will make you happy to be successful? How can you make customers with different needs and expectations happy to lead a successful business, a reason for survival? The answers to these questions can be found in customer relationship management (CRM), the essential requirement for companies to survive: solutions that generate revenue from selected customers and enable long-term customer relationships.

CRM (Customer Relationship Management) is customer relationship maintenance. It is a process in which a company maximizes customer-centered resources by analyzing and integrating internal and external data related to customers, and plans, supports, and evaluates marketing activities based on customer characteristics.

CRM has emerged based on the elements that have recently evolved from one-to-one marketing and relationship marketing.

By segmenting customer data, we actively manage and guide our customers through cycles such as acquiring new customers, retaining superior customers, increasing customer value, activating prospects, and lifelong customization.

If traditional marketing is a one-time marketing tactic, CRM creates an opportunity to be a 'one time customer for a lifetime' while maintaining an ongoing relationship with the customer, and maximizes the value of the customer through lifelong customization.

CRM is a management-wide management system that develops effective and efficient marketing strategies by subdividing customers in detail based on customer information, that is, a database.

In order to implement CRM, a customer integration database (DB) must be established, and the established DB must be connected to various marketing channels by analyzing customer characteristics (purchasing patterns, tastes, etc.) and predicting individual customer behavior.

In the past, financial offline companies such as banks and securities applied a lot of data such as subscriber details and transaction details using computer application technology to construct call centers. However, dot-com companies, whose membership management is vital, are rapidly adopting CRM to secure subscribers. .

Conventionally, a patent application No. 2008-0072090 (Publication No. 2008-0075818) based on the CRM has been filed (name: integrated sound management method and system of the customer).

That is, in the above-described conventional technology, as shown in FIG. 1 (a) (b) (c) (d), the VOC integrated management system 100 receives information on the number of processing cases and processing time of each complaint related to the military administration. Collect and provide to the staff in charge, and the civil processing status information module 200 to transmit the performance information to the performance management system to be automatically reflected; A civil service satisfaction measurement module 300 that collects customer satisfaction measurement and opinions (suggestions) for providing a civil service, and provides the results to a responsible employee and a performance management system in real time; The opinions of the complainants are extracted and sent to the person in charge of the complaint, the person in charge decides whether or not to adopt the system improvement matters, the result is notified to the complainant, and the excellent proponent has decided to participate as a policy client. Technical features include a VOC analysis and exchange rate module 400 that transmits a list selected as a policy customer to a policy customer management (PCRM) system.

In addition, in the conventional technology, the number of complaints received, processed and processed by the civil affairs by the civil affairs processing result (number, time) statistics generation unit 210 of the civil affairs processing module 200 is applied. And the processing time is calculated and the status of exceeding or shortening the statutory processing period is counted, and the status that is counted through the employees and the performance management system transmission unit 220 of the complaint processing performance is transmitted to the task manager and the performance management system. Automatic performance management takes place.

When the complaint processing is completed, the customer satisfaction measurement and suggestion (proposal) of the complaint service of the complaint service satisfaction measurement module 300 is notified of the result of the complaint processing by the e-mail collection unit 310, and the satisfaction of the complaint service and Opinion (recommendation, suggestion, etc.) can be written and collected through Return-mail, and the employees in charge of performance and performance management through the employee and performance management system transmission unit 320 of satisfaction measurement results It is automatically managed by sending it to the system.

Receiving opinions such as suggestions and suggestions from customers, the staff in charge of the business adopts or rejects the opinions of the customers through the management unit 410 whether the VOC analysis and feedback module 400 adopts the customer's suggestions (proposals). The result is transmitted through the 'performance management system' transmission unit 420 of the policy reflection results and automatically reflected in the performance management performance. Tajin (Return-mail) and the list of consents The policy customer management system transmission unit (430) notifies the fact of adoption through e-mail, and asks for the intention of participating in the policy customer, and lists only those who agree. Collected and sent to the policy customer management system for automatic management.

The above-described conventional technology efficiently manages customer satisfaction administration (management) by measuring customer satisfaction on VOC generation and civil service in each work area, analyzing / returning customer requirements, evaluating organizations, and managing policies in real time. It has the effect of making it possible.

However, the above-described prior art has many problems as follows.

In other words, the conventional technology merely manages VOCs received from customers, and plans to formulate problems found / cause analysis / solutions for various resources and activities required for customer and ethical management as well as VOC management. Action Plan Development / Plan Execution (Do) Action Plan and Result Monitoring / Verification (Check) Result Evaluation / Solution Systematic and continuity that reflects the result in the next plan as a repetitive flow of standardization and execution / improvement of the plan (Act) Because it is not a system to support the system, the management system based on the VOC management received from the customer caused a limitation of the work efficiency.

In addition, the conventional technology does not break down into external customer index, internal customer index, and VOC process index as a check activity of customer / ethical management, analyzes VOC in seven dimensions, and issues and improves customer issues. A major problem has been pointed out that institutionalization of the system of action (Act), which leads to establishment and implementation, monitoring and evaluation, customer notification, management plan improvement and implementation (Do), has been pointed out.

The present invention has been made to solve the above problems of the prior art, the main server, the external access server, the rail network (rail network intelligent system), PMS server (project management system) and BSC server (balance score card) ) Is a groupware server that is connected to the enterprise appication integration (EAI) and performs the first VOC reception and reply. The second purpose is to be connected to the main server and the mail server. System and method for conducting integrity survey and secondary VOC collection will be provided, and the third object is the system and method for integrated management of customer's voice (VOC) to maintain good relationship with customer by the above technical configuration. The fourth objective is to provide information on inquiries / complaints, especially through the Internet, direct visits, telephones, etc. The fifth objective is to connect, complement and integrate customer information and VOCs of various channels distributed or simply loaded in each industrial complex to enhance customer responsiveness and implement e-CRM through IT technology. The sixth objective is to improve internal work efficiency, realize one-stop one-call service for customers, improve customer service and reduce costs, enhance corporate competitiveness, secure publicity, and increase customer satisfaction / integrity. It is to break down the check activities into external customers, internal customers, and VOC process indicators and institutionalize the verification system, and the eighth objective is to improve issues such as issue issue and improvement task establishment and execution, monitoring and evaluation, customer notification, and management plan establishment and execution. The purpose of the system is to institutionalize the system, and the 9th objective therefore provides customer satisfaction and ethical management, and the 10th objective is the above mentioned effect. And greatly improves reliability by providing a system and method for operating a sound management integration (VOC) to enable the customers to help instill good image to customers and leverage management.

In order to achieve the above object, the present invention includes a main server provided with a plurality of menu modules and a database so as to integrate and manage the voice of the customer and use the management; An external access server connected to the main server and configured to query documents of an external customer; A rail network intelligent system connected to the main server and providing a portal of the main server and some page frames; A PMS server connected to the main server and providing project management in connection with a business customer; A balance score card (BSC) server connected to the main server to manage performance of departments; And a groupware server connected to the main server and connected to an enterprise appication integration (EAI) for integrating enterprise applications to perform VOC reply and reception; It provides a system that integrates and manages the voice of the customer (VoC), which is characterized by the configuration.

In another aspect, the present invention provides a VOC reception step of providing information on inquiries / complaints, such as the Internet, direct visit, telephone, etc. to the primary VOC reception management and the secondary VOC collection management of the main server; A VOC processing step of supporting a system capable of real-time management of questions / answers by a primary VOC processing person through VOC management after the VOC reception step; And after the VOC processing step, a VOC post management step of providing a customer and ethical management source to perform customer satisfaction and ethical management. (VOC), external customer indicator, internal customer indicator, management plan It provides an operation method of the system that integrates and manages the system.

As described in detail above, the present invention is connected to a main server, an external access server, a rail network intelligent system, a PMS server, a project management system, a BSC server, and an enterprise appication integration (EAI). It is to provide a groupware server that performs the first VOC reception and reply.

The present invention configured as described above is connected to the main server and the mail server (mailing system) to provide a system and method for performing satisfaction / integrity survey and secondary VOC collection.

In addition, the present invention provides a system and method for integrated management of the voice of the customer (VOC) to maintain a good relationship with the customer by the technical configuration described above.

In addition, the present invention is to support a system in which the processing person can manage the questions / answers in real time, especially if the customer provides information about the inquiry / complaints, such as the Internet, direct visits, telephone.

In addition, the present invention is to improve customer responsiveness and implement e-CRM through IT technology by linking, supplementing, and integrating customer information and VOCs of various channels distributed or simply loaded in each industrial complex.

In addition, the present invention is to improve internal work efficiency, to realize one-stop one-call service to customers, to improve customer service and reduce costs, and to enhance corporate competitiveness, as well as to secure publicity and customer satisfaction / integrity.

In addition, the present invention breaks down the check activities into external customers, internal customers, and VOC process indicators and institutionalizes the verification system.

In addition, the present invention is the institutionalization of improvement system such as issue issue and improvement task establishment and execution, monitoring and evaluation, customer notification, management plan establishment and execution.

Finally, the present invention thus provides customer satisfaction and ethical management.

The present invention is a very useful invention that can significantly improve the quality and reliability of the system due to the above-described effect so that the customer can plant a good image.

Hereinafter, described in detail with reference to the accompanying drawings a preferred embodiment of the present invention for achieving this effect are as follows.

The system and its operation method for integrated management and management of the customer's voice (VOC) applied to the present invention is configured as shown in Figs.

In the following description of the present invention, if it is determined that a detailed description of a related known function or configuration may unnecessarily obscure the subject matter of the present invention, the detailed description thereof will be omitted.

The following terms are terms set in consideration of functions in the present invention, and may be changed according to the intention or custom of the producer, and the definitions thereof should be made based on the contents throughout the present specification.

First, the present invention, as shown in Figure 2, the menu module 20 and the database 30 to manage the customer's inquiries, complaints of the sound data integrated, as well as to process such data to utilize the company management The server 10 is provided.

At this time, the menu module 20 is configured as follows.

That is, the initial screen portion 21 for providing the base screen and the department head / executive screen is configured.

The VOC management unit 22 is provided to provide business document reception (screen for receiving distributed VOCs) and issue & improvement management (issue history inquiry and registration and improvement project inquiry and registration).

In addition, the customer management unit 23 is provided, which provides integrated customer management (inquiry for all customers and customer document inquiry) and contact / visit management (contact account inquiry and registration and visit account inquiry).

In addition, business document inquiry (VOC document inquiry), condition inquiry (total VOC inquiry received by the agency), search inquiry (VOC inquiry received by the agency if a search is entered) and survey VOC status inquiry (list of VOC responses related to customer satisfaction) And an inquiry / search unit 24 that provides other status inquiry (business status list and inquiry status processing list).

In addition, VOC processing statistics (business document reception and processing status, compliance status commencement), customer statistics (customer distribution status and interest indication), call center statistics (phone processing statistics) and satisfaction survey statistics (satisfaction statistics according to survey classification) and integrity survey A statistics unit 25 is provided which provides statistics (integrity statistics according to the survey classification).

In addition, CS management (26), which provides CS planning management (CS assignment inquiry and registration and practice account inquiry), evaluation management (evaluation history inquiry), and evaluation results, is formed, as well as a system management department providing general management and VOC management ( 27) is configured.

In addition, the database 30 applied to the present invention is provided with the following technical configuration.

That is, the business document 31, the survey information 32, the customer information 33 and the management information 34 is provided.

In addition, the present invention is connected to the main server 10, the external customer to file a complaint through the Internet or the network as well as an external access server 40 for querying the document of the external customer is provided.

In addition, the present invention is connected to the main server 10, a rail network intelligent system (rail network intelligent system) 50 for providing a portal of the main server is configured.

In addition, the present invention is connected to the main server 10, the PMS server (project management system) (60) is provided to provide a project management in connection with the business customer.

And the present invention is connected to the main server 10, the BSC server (balance score card) 70 for managing the performance of the department is configured.

In addition, the present invention is connected to the main server 10, the groupware server 80 is connected to the enterprise appication integration (EAI) for integrating the enterprise application to perform document reply and receive.

Finally, the main server 10 applied to the present invention has a mail sending server 90 and an SMS server (short message service) 91 connected to each other.

On the other hand, the present invention may be variously modified and may take various forms in applying the above configuration.

And it is to be understood that the invention is not limited to the specific forms referred to in the above description, but rather includes all modifications, equivalents and substitutions within the spirit and scope of the invention as defined by the appended claims. It should be understood that.

Referring to the effect of the system and method that can be used in the integrated management and management of the customer's voice (VOC) configured as described above are as follows.

First of all, the present invention supports a system that allows a person in charge to manage questions / answers in real time when the customer provides information on inquiries / complaints through the Internet, direct visit, telephone, etc., and thus provides customer satisfaction and ethical management. Done.

In other words, customers (eg, civil customers, business customers, policy customers, internal customers, etc.) are connected to the main server, which is an integrated management system through a number of channels (eg, homepage, work VOC, complaint management, PCRM, PMS, groupware, etc.) 10) Connect and utilize groupware for document reply and receipt, PMS for policy customer, research report, and performance management when performing VOC management, VOC collection management, integrated customer information management, satisfaction survey management, and VOC integrated management. Will perform CS evaluation.

A detailed description will be given below.

3 and 4, according to the selection of the menu module 20 and the database 30 of the main server 10, information about the customer's inquiries / complaints through the Internet, direct visits, and telephones is shown. VOC reception is provided to the first VOC reception management to receive complaints and to the second VOC collection management to measure customer satisfaction.
After the VOC reception step, the VOC management step goes through the VOC processing step where the primary VOC handling person monitors and evaluates the questions / answers in real time.
After the VOC processing step, the VOC follow-up step for systemicizing customer notification and improvement system to perform customer satisfaction and ethical management will provide a method of integrated management of customer voice (VOC).

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At this time, the document processing method for integrated management of the customer's voice (VOC), the business customer, visiting customer and contact customer is connected to the main server through the external access server, then the document inquiry and document registration and then the processor according to the business document After this, the groupware document reception by document transmission and groupware document transmission by document transmission are performed.

After the document correspondence, the correspondence satisfaction survey is registered and the correspondence satisfaction survey is sent through the mail sending server 90 according to the correspondence satisfaction survey. Then, the correspondence satisfaction survey mail response and the unsatisfactory response after the correspondence satisfaction survey are registered. You will go through the steps.

In addition, after the non-response processing history registration through the step of inquiring the business process status to provide a method for integrated management of the voice (VOC) of the customer.

In particular, the present invention, as shown in Figure 4 in the VOC post-management step to collect the second investigation VOC when surveying customer satisfaction and integrity, to issue a major VOC and to register the main issue as an improvement task after the improvement effort The results of the evaluation will be reflected in the establishment of customer and ethical management action plans, and the implementation effort will be evaluated and provided to the performance evaluation.

In addition, the second survey VOC analyzes promptness, response attitude, professionalism, business procedure, information provision, social contribution, and other dimensions, and then issues, issues, improvement tasks, monitoring, mutual evaluation, and improvement contents by cause and time. Notification will be performed sequentially.

In addition, the present invention includes the satisfaction survey statistics and integrity survey statistics that provide a variety of surveys and current status through the statistical department in the customer satisfaction and integrity survey, the satisfaction survey statistics, employee satisfaction status, customer orientation status, inter-department satisfaction status , Supplier satisfaction level, visiting customer satisfaction level, letter customer satisfaction level, renter satisfaction level, telephone response friendliness status, haptic satisfaction level, and the integrity survey statistics include haptic integrity status, ethical orientation status, external integrity status, Internal integrity status and senior integrity status are included.

The satisfaction survey statistics and integrity survey statistics include respondent characteristics (total), respondent characteristics (by headquarters), overall satisfaction, dimensional satisfaction status (spider line graph), dimensional satisfaction status (bar graph), dimensional satisfaction comparison (spider line) Graph), dimensional satisfaction comparison (bar graph), dimensional satisfaction satisfaction differential comparison (spider line graph), dimensional satisfaction satisfaction differential comparison (bar graph), individual measurement dimension total-headquarter comparison, loyalty analysis, total / headquarter Analysis of importance / satisfaction, importance / satisfaction by total / headquarters, discrimination by item, importance / satisfaction (by headquarters), item satisfaction (by team), satisfaction by dimension (by team), satisfaction by respondent, portfolio type vulnerability analysis and response Data is included.

In addition, in establishing the customer and ethical management activity plan applied to the present invention, various satisfaction / integrity results and analysis contents of the previous year for each business field, primary and secondary VOC and analysis contents, customer / ethics work policies and goals, and tasks for each person in charge. It includes the details of the makeup, the analysis of the final problem, and the direction of the promotion, and the activities, education tasks, and detailed action plans / schedules for each task.

In addition, in evaluating the improvement efforts in the improvement process, such as the issues / improvements and system drafts of major VOCs applied to the present invention, and the implementation efforts of the customer / ethical management plan performances, the personnel in charge of each field have the improvement efforts and implementations in other fields except their own fields. To evaluate the effort, select the evaluation source and apply the standard deviation formula considering the distribution of evaluation scores for evaluation reliability.The evaluation is conducted in three areas: issues, improvement of major issues, and detailed activities of the management plan. The evaluation criteria include difficulty, suitability, and the effectiveness of the activities. The evaluation results are the sum of three sectors.

The following describes the situation in which the technical effects of the present invention are directly realized.

That is, FIG. 5 is a detailed description screen window of the VOC of the present invention.

1-1 is VOC number: VOC identification number, 1-2 is VOC status: Current VOC status, 1-3 is VOC status Image: Represents current VOC location as image, 1-4 is customer information: VOC Filed customer information, 1-5 shows registration information: Registration information entered when VOC is received, 1-6 shows classification information: Click for detailed classification information, 1-7 shows business / contract information, click for detailed business / contract information search , 1-8 is distribution information: click to see detailed distribution information, 1-9 is processing information: previous processing details, 1-10 is reply information: customer's response to VOC processing, 1-11 is secondary VOC information : 2nd VOC information search when clicked, 1-12 shows VOC history: VOC history search when clicked.

In addition, Figure 6 is the main staff window of the present invention, the initial screen when the VOC integrated management system is connected to this screen is a screen that is shown only when the use level is the employee and the most commonly used by the staff. From here,

2-1 shows the menu of VOC according to the authority of general employees, 2-2 shows the homepage, note, notice and archive shortcuts, 2-3 shows the status of VOC to be handled, and 2-4 shows the overall VOC status. 2-5 shows training and announcements, 2-6 shows content of satisfaction surveys in progress, 2-7 shows help, customer service, CS schedules, shortcuts to CS master plans, and 2-8 for tasks List, 2-9 is our headquarters issue list, 2-10 is our headquarters VOC status graph, 2-11 is our headquarters VOC status list, 2-12 is our customer satisfaction level headquarters graph, 2-13 is internal 2-14 is a list of EMPS issues and 2-15 is a list of EMPS comprehensive tests.

In addition, Figure 7 is the department head / officer main screen window of the present invention, the initial screen when the VOC integrated management system is connected to the screen is a screen used by the department head or processing designator, the grade is different from the general staff of the department The processor has the authority to designate a processor (VOC processing manager). From here,

3-1 shows the menu of VOC according to the authority of the department head / processing designator, 3-2 shows the homepage, message, notice and archive shortcut, 3-3 shows the whole VOC status, 3-4 shows the education and notice , 3-5 are help, customer response, CS schedule, CS master plan shortcut, 3-6 is excellent customer satisfaction status graph, 3-7 is good customer satisfaction integrity status graph, 3-8 is satisfaction trend graph ( Visitors, correspondence customers, internal customers), 3-9 is a list of recent issues, 3-10 is a survey of VOCs, 3-11 is a list of EMPS issues, and 3-12 is a list of EMPS comprehensive tests.

In addition, Figure 8 is a business document reception list screen window of the present invention, a function that is set as a basic authority to search whether there is a document delivered to me or our department in the records management function is mainly used by the document distributor of the department. From here,

4-1 is a business document VOC registered as a list of business document receipts.

9 is a window designation processor designation processor of the present invention, wherein,

5-1 is VOC number: VOC identification number, 5-2 is VOC status: Current VOC status, 5-3 is VOC status Image: Current VOC location is represented by image, 5-4 is customer information: VOC Filed customer information, 5-5 is information received: Registration information entered at VOC registration, 5-6 is classification information: VOC registration content classification and host department setting, 5-7 is history: Detailed VOC history information on click, 5 -8 is the acceptance return: return due to a reception error, 5-9 is the reception completion: reception completion and distribution.

In addition, FIG. 10 is an issue & improvement task management registration screen window of the present invention, and provides a function for registering an improvement task with a function set as basic authority. From here,

6-1 is the improvement task information registration: information entry for registering the improvement task, 6-2 is the registration of related issue information: the issue related to the improvement task is added to add information, 6-3 is the addition of related issues: related issues And pop-up window to add, 6-4 delete related issues: select the added issue and delete it from the related issues list.

In addition, Figure 11 is the present invention integrated customer management detailed inquiry screen window, wherein,

7-1 is customer information: customer's details, 7-2 is award / penalty: customer's awards or penalties are received from the corporation, 7-3 is partner participation information: customer participates in the contract as a partner, 7-4 is Visit history information: History of customer visit to the corporation, 7-5 is contact history information: History of meeting customer, 7-6 is customer VOC information: VOC information inquired by customer.

12 is a detailed inquiry screen window of the present invention document search, wherein,

8-1 is the VOC number: VOC identification number, 8-2 is the VOC status: current VOC status, 8-3 is the VOC status image: the current VOC location is represented as an image, 8-4 is customer information: VOC Filed Customer Information, 8-5: Receipt Information: Registration information entered at VOC application, 8-6: Classification Information: Click to view classification information, 8-7: Business / Contract Information: Click to view business / contract information , 8-8 is distribution information: click to see detailed distribution information, 8-9 is processing information: previous processing status information, 8-10 is reply information: customer's response to VOC processing, 8-11 is secondary VOC information : 2nd VOC information search when clicked, 8-12 shows VOC history: History search by VOC step when clicked.

13 is a condition query screen window of the present invention, and here,

There are VOC number, registration department, reception category, reception route, reply method, VOC status, processing period, processor, registration period, registrant, content classification, reception method, customer, official number, processing department.

In addition, Figure 14 is a business document reception processing status screen window of the present invention VOC processing statistics, a function set as the basic authority, and retrieves the results of searching the classification / reception period / department for the reception / processing status for business documents . From here,

9-1 is inquiry condition: business document reception / processing status inquiry by search condition, 9-2 is search business document reception / process status: monthly business document reception / processing status list.

In addition, Fig. 15 is a customer statistics screen window of the present invention, the function set as the basic authority to query the numerical results by assigning a grade according to the customer's interest to all customers. here,

10-1 is condition inquiry: customer inquiry by search condition, 10-2 is customer distribution status: graph by customer distribution status, 10-3 is customer classification status: customer classification status graph, 10-4 is customer classification selection: Select customer segmentation to display only the desired customers in the graph, and 10-5 is the list of searched customer segment: customer segmentation.

In addition, Figure 16 is the CS plan management / CS task report screen window of the present invention, a function set as the basic authority, and retrieves the results of searching the registration period / department / registrant TEXT for the CS plan. From here,

11-1 shows conditional inquiry: CS plan inquiry by search condition. 11-2 shows search CS plan list: CS plan status.

Finally, Figures 17 and 18 are the present invention customer satisfaction / integrity statistics screen and evaluation management and evaluation result inquiry window,

Receipt weight: number of personal receipts / number of employees received * 100, compliance rate: deadline compliance / number of treatment * 100, treatment weight: number of personal treatment / number of employees * 100, audit call satisfaction: audit phone Satisfaction score total / audit call response * 20, customer satisfaction: customer satisfaction score total / customer satisfaction response * 20, post-processing weight: individual post-processing / post-processing of the largest number of employees * 100.

The technical idea of the system and method for the integrated management of the customer's voice (VOC) of the present invention is actually capable of repeating the same result. Particularly, by implementing the present invention, the present invention can promote technology development and contribute to industrial development. It is worth protecting.

1 (a) is a block diagram of a conventional VOC integrated management system,

        (b) is a block diagram of a conventional civil processing status information module,

               (c) is a block diagram of a conventional civil service satisfaction measurement module,

               (d) is a block diagram of a conventional VOC analysis and reflux module.

Figure 2 is a structure of a system for integrated management of the customer's voice (VOC) applied to the present invention

              Saint.

3 is a flow chart of a system for integrated management of the voice of the customer (VOC) applied to the present invention;

              I'm too.

4 is a flowchart of an issue / improvement system applied to the present invention.

5 is a window detail window of the present invention VOC.

Figure 6 is the present invention general staff main window.

Figure 7 is the present invention department head / executive main screen window.

8 is a window screen of the present invention business document reception list.

9 is a window screen designation processor designation of the present invention.

Figure 10 is the issue and improvement management registration screen window of the present invention.

11 is a detailed inquiry screen of the present invention integrated customer management.

12 is a window of the present invention document inquiry detail inquiry.

Figure 13 is a condition inquiry screen window of the present invention.

14 is a business document reception processing status screen window of the present invention VOC processing statistics.

15 is the present invention statistics window.

16 is a window screen of the present invention CS planning management / CS task manufacturing.

Figure 17 is the present invention customer satisfaction / integrity statistics screen.

18 is a window for evaluation management and evaluation results of the present invention.

<Description of the symbols for the main parts of the drawings>

10: main server 20: menu module

30: database 40: external access server

50: LANIS Server 60: PMS Server

70: BSC server 80: groupware server

90: mail sending server 91: SMS server

Claims (12)

A main server 10 which integrates and manages inquiries and complaints of customer data by the menu module 20 and the database 30 and processes such data to be used in company management; An external access server (40) connected to the main server (10), the external customer filing a complaint through the Internet or the network, and for retrieving documents of the external customer; A rail network intelligent system 50 connected to the main server 10 and providing a portal of the main server; A PMS server (project management system) 60 connected to the main server 10 and providing business management in connection with a business customer; A balance score card (BSC) 70 connected to the main server 10 to manage performance of departments; And Voice of the customer characterized in that consisting of; the groupware server 80 is connected to the main server 10, and connected to the enterprise appication integration (EAI) for integrating the enterprise application to perform document reply and reception; ), Integrated management and management system. The method according to claim 1, The main server 10, the mail sending server 90 and the SMS server (short message service) 91 is connected to the system characterized in that the integrated management and management of the voice of the customer (VOC) characterized in that it is provided. The method according to claim 1, In the menu module 20, An initial screen unit 21 for providing a basic screen and a department head / executive screen; A VOC management unit 22 for providing business document reception (screen for receiving distributed VOCs) and issue & improvement management (issue history inquiry and registration and improvement project inquiry and registration); A customer management unit 23 for providing integrated customer management (inquiry for all customers and inquiry of business documents) and contact / visit management (contact account inquiry and registration and visiting account inquiry); Business Document Inquiry (VOC Document Inquiry) and Condition Inquiry (Total VOC Inquiry Received by Institution), Search Inquiry (VOC Inquiry Received by Institution by Entering a Query) and VOC Status Inquiry (List of VOC Responses Related to Customer Satisfaction) Inquiry / search unit 24 which provides other status inquiry (business status list and inquiry status processing list); VOC processing statistics (business document reception and processing status, compliance status commencement), customer statistics (customer distribution status and interest level indication), call center statistics (phone processing statistics) and satisfaction survey statistics (satisfaction statistics according to survey classification) and integrity survey statistics A statistics unit 25 for providing (integrity statistics according to survey classification); CS management (26) which provides CS planning management (CS inquiry inquiry and registration and practice account inquiry), evaluation management (evaluation history inquiry), and evaluation results; And System management unit (27) for providing general management and VOC management; system that utilizes integrated management and management of the voice of the customer (VOC) characterized in that it is provided. The method according to claim 1, In the database 30, Business document (31), survey information (32), customer information (33) and management information (34); a system for integrating management and management of the voice of the customer (VOC) characterized in that it is provided. Primary VOC reception management and customer to receive customer complaints based on the selection of the menu module 20 and the database 30 of the main server 10 via the Internet, direct visit, and telephone VOC reception step provided to the second VOC collection management to measure the satisfaction of the; A VOC processing step of evaluating the contents of questions / answers by the first VOC processing person after real-time monitoring through VOC management after the VOC receiving step; And After the VOC processing step, the VOC follow-up step of institutionalizing the customer notification and improvement system to perform customer satisfaction and ethical management; the operation of the system to integrate and manage the voice of the customer (VOC) Way. The method according to claim 5, Document processing method for integrated management of the customer's voice (VOC), Business customers, visiting customers, and contact customers are connected to the main server through external access server, and then the documents are searched and registered. Then, the processor is designated according to the business document. Then, the groupware by document sending and the groupware by document sending Go through the document response phase, After the document response, the letter satisfaction survey is registered, and then the letter satisfaction survey is sent through the mail sending server according to the letter satisfaction survey, and then, after the letter satisfaction survey mail response and the letter satisfaction survey are not answered, the unresponsive processing is registered. , The method of operating a system that integrates and manages the customer's voice (VOC), characterized in that the step of inquiring the business process status after registering the non-response processing history. The method according to claim 5, In the VOC post management step, When conducting customer satisfaction and integrity surveys, collect the 2nd survey VOC, issue major VOCs, register major issues as improvement tasks, evaluate the improvement efforts, and reflect the results in establishing customer and ethical management action plans. A method of operating the system that integrates and manages the voice of the customer (VOC) for evaluating and providing it to the performance evaluation. The method according to claim 7, The second survey VOC analyzes promptness, response attitude, professionalism, business procedure, information provision, social contribution, and other dimensions, and then issues, issues, improvement tasks, monitoring, mutual evaluation, and notification of improvement by cause and time. A method of operating a system that integrates and manages a customer's voice (VOC), which is performed sequentially. The method according to claim 7, The customer satisfaction and integrity survey includes satisfaction survey statistics and integrity survey statistics that provide various surveys and current status through the statistics department. The satisfaction survey statistics include employee satisfaction status, customer orientation status, inter-department satisfaction status, partner company satisfaction status, visitor customer satisfaction status, letter customer satisfaction status, renter satisfaction status, telephone response kindness status, and sensory satisfaction status. Integrity survey statistics include haptic integrity status, ethical orientation status, external integrity status, internal integrity status, senior integrity status, the operation method of the system for the integrated management and management of the voice of the customer (VOC). The method according to claim 9, The satisfaction survey statistics and integrity survey statistics, Respondent Characteristics (Total), Respondent Characteristics (by Division), Total Satisfaction, Status of Satisfaction by Dimensions (Spider Bar Graph), Status of Satisfaction by Dimensions (Bar Graph), Satisfaction Comparison by Dimensions (Spider Line Graph), Satisfaction Comparison by Dimensions (Bar Graph) ), Dimensional satisfaction level discrimination comparison (spider line graph), dimensional satisfaction level discrimination comparison (bar graph), individual measurement dimension all-headquarter comparison, loyalty analysis, total / headquarters importance / severity level / total / headquarters importance / Voice of customers characterized by comparison of satisfaction level, importance / satisfaction level (by headquarters), item satisfaction level (by team), satisfaction level by dimension (by team), satisfaction level by respondents, vulnerability analysis based on portfolio, and response data A method of operating a system that integrates (VOC) management and management. The method according to claim 7, In establishing the customer and ethical management plan, Various satisfaction / integrity results and analysis contents of previous year by business field, Including the first and second major VOCs and analysis, customer / ethics work policies and goals, details of work division by person in charge, analysis of final problems and directions for improvement, and activities and education tasks and tasks for improvement / maintenance A method of operating the system that integrates and manages the voice of the customer (VOC), which includes detailed action plans / schedules. The method according to claim 7, For the evaluation of the improvement efforts in the improvement process, such as the issue / improvement of the major VOCs and the system development, and the implementation efforts of the customer / ethical management plan performance, The person in charge of each field should select the evaluation belongings to mutually evaluate the improvement effort and implementation effort in other fields except his field, and apply the standard deviation equation considering the distribution of evaluation scores for evaluation reliability. The evaluation is conducted in three areas: issues, improvement of major issues, and detailed activities of the management plan.The evaluation criteria include difficulty, suitability, and effectiveness of the activities.The evaluation results sum up the three areas. How to operate the system that integrates and manages VOCs for management.

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