| 英文摘要 |
The objective of this project, in industrial waste control centers to assist the EPA in response to policies to promote decree modifications and amendments Internet bulletin reporting increasing number of enterprises, in order to provide the required service and maintenance industry consulting network reporting the efficacy of soft hardware equipment.With increasing demands on the Internet
waste control service and satisfying the requirement from the latest amended
Waste Disposal Act, this project was designed into two parts, one was to
provide waste control consultative service through dedicated customer service
center, and another was to strengthen the online waste reporting system
through information technology maintenance service.
I n t h e c u s t o m e r s e r vice center, A pers onnel of seven was
a s s i g n e d a n d r e s p o n d i ng for answering the t o l l f r e e n u m b e r
c a l l i n g f r o m e n t e r p rise or the environ mental related
g o v e r n m e n t a l a g e n c i es regarding the us e of online waste
r e p o r t i n g s y s t e m . T h e p e r s o n n e l w a s w e l l - t r a i n e d f o r w a s t e f l o w
a n d p r o c e d u r e a n d a i m ed to assist the app l i c a n t s w i t h i s s u e
a r i s e s f r o m o n l i n e reporting process. In addition, one
t e c h n i c a l e n g i n e e r w a s stationed at the E P A r e s p o n s i b l e f o r
r e s o l v i n g I T r e l a t e d issues of the online waste reporting
s y s t e m .
T h i s p r o j e c t w a s c a refully planned and implemented in
a c c o r d a n c e w i t h p r o j e c t management standa r d s , w h i c h i n c l u d e d
d e f i n i n g p r o j e c t go a l s a n d o b j e c t i v e s , s p e c if y i n g t a s k s a l o n g
w i t h c a r e f u l c o n t r o ls and management. It also included
i m p l e m e n t i n g t h e c o m p uter information sys t e m t o p r o v i d e t h e
a c h i e v e m e n t r e p o r t a n d the performance evaluation report.
U p o n j o b p e r f o r m a n c e appraisal, good p erformers were
e n c o u r a g e d a n d a s s i g n e d h i g h e r g o a l s f o r f u t u r e j o b p e r f o r m a n c e.
O n t h e o t h e r h a n d , b e l o w - a v e r a g e p e r f o r me r s we r e c o n t i n u o u s l y
e v a l u a t e d a n d c o a c h e d . If necessary, corr e c t i v e a c t i o n s t o
i m p r o v e wo r k p e r f o r m a n c e w e r e d e v e l o p e d t o a ssist p ersonnel in
p r o f e s s i o n a l c u s t o m e r s e r v i c e d e ve l o p m e n t a n d i n a c h i e v i n g t h e
project goals.
I n t h i s r e p o r t , s t a t i st i c s a n d c h a r t s w e re p r o v i d e d f o r b e t t e r
u n d e r s t a n d i n g o n the a chievements of the project. The s ervice
c a l l s w e r e a n a l y z e d an d c a t e g o r i z e d , a n d t h e a m o u n t o f ca l l s
s e r v e d b y e a c h c u s t o m e r s e r v i c e p e r s o n w e r e q u a n t i f i e d a s w e l l
a s t h e s y s t e m m a i n t enance status.
T h e s t a t i s t i c r e s u l t s an d p e r f o r m a n c e a p p ra i s a l h a v e s h o w n t h a t
t h e o b j e c t i v e o f t h e p r o j e c t w a s a c h i e v e d . T h e p r o d u c t i v i t y o f t h e c u s t o m e r s e r v i c e p e r s o n n e l h a s b e e n i n c r e a s e d d u e t o c l o s e
supervision. F urthermore, t he c o m m u n i c a t i o n c h a n n e l h a s b e e n
e s t a b l i s h e d f o r b e t ter cooperation bet ween sub-units.
T h e a c h i e v e m e n t o f c u stomer service provi d e d 8 3 7 6 5 o f p h o n e
c u s t o m e r s e r v i c e a n d a ls o p r o v i d e d 2 5 7 6 9 o f fl o w a n d p r o c e d u r e
a n d a i m e d t o a s s i s t t he applicants in thi s p h a s e . A n d t h e
a c h i e v e m e n t o f I T m a i ntenance service provided 2465 of IT
maintenance o perations i n t h i s ph a s e . Al l o f t h e a c h i e v e m e n t s
g e t b e y o n d t h e o b j e c t ive of this project.
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