| 英文摘要 |
The objective of this project was to assist theIndustrial Waste Control Center in serving theenterprise on waste to process and control through theInternet more efficiently and professionally.
With increasing demands on the Internet waste control service and satisfying the requirement from thelatest amended Waste Disposal Act, this project wasdesigned into two parts, one was to provide wastecontrol consultative service through dedicatedcustomer service center, and another was tostrengthen the online waste reporting system throughinformation technology maintenance service.
In the customer service center, A personnel of elevenwas assigned and responding for answering the tollfree number calling from enterprise or theenvironmental related governmental agenciesregarding the use of online waste reporting system.The personnel was well-trained for waste flow andprocedure and aimed to assist the applicants withissue arises from online reporting process. Inaddition, one technical engineer was stationed atthe EPA responsible for resolving IT related issuesof the online waste reporting system.
This project was carefully planned and implementedin accordance with project management standards,which included defining project goals and objectives,specifying tasks along with careful controls andmanagement.
It also included implementing thecomputer information system to provide theachievement report and the performance evaluationreport.
Upon job performance appraisal, good performers wereencouraged and assigned higher goals for future job performance.On the other hand, below-average performers werecontinuously evaluated and coached. If necessary,corrective actions to improve work performance weredeveloped to assist personnel in professionalcustomer service development and in achieving theproject goals.In this report, statistics and charts were providedfor better understanding on the achievements of theproject.
The service calls were analyzed andcategorized, and the amount of calls served by eachcustomer service person were quantified as well asthe system maintenance status.
The statistic results and performance appraisal haveshown that the objective of the project was achieved.The productivity of the customer service personnelhas been increased due to close supervision.Furthermore, the communication channel has beenestablished for better cooperation betweensub-units.
The achievement of customer service provided 55504of phone customer service and also provided 24592 offlow and procedure and aimed to assist the applicantsin this phase. And the achievement of ITmaintenance service provided 2476 of IT maintenanceoperations in this phase. All of the achievementsget beyond the objective of this project.
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