| 英文摘要 |
The objective of this project was to assist the Industrial Waste Control Center in serving the enterprise on waste to process and control through the Internet more efficiently and professionally. 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.
In the customer service center, A personnel of ten was assigned and responding for answering the toll free number calling from enterprise or the environmental related governmental agencies regarding the use of online waste reporting system. The personnel was well-trained for waste flow and procedure and aimed to assist the applicants with issue arises from online reporting process. In addition, one technical engineer was stationed at the EPA responsible for resolving IT related issues of the online waste reporting system.
This project was carefully planned and implemented in accordance with project management standards, which included defining project goals and objectives, specifying tasks along with careful controls and management. It also included implementing the computer information system to provide the achievement report and the performance evaluation report.
Upon job performance appraisal, good performers were encouraged and assigned higher goals for future job performance. On the other hand, below-average performers were continuously evaluated and coached. If necessary, corrective actions to improve work performance were developed to assist personnel in professional customer service development and in achieving the project goals.
In this report, statistics and charts were provided for better understanding on the achievements of the project. The service calls were analyzed and categorized, and the amount of calls served by each customer service person were quantified as well as the system maintenance status.
The statistic results and performance appraisal have shown that the objective of the project was achieved. The productivity of the customer service personnel has been increased due to close supervision. Furthermore, the communication channel has been established for better cooperation between sub-units.
The achievement of customer service provided 104411 of phone customer service and also provided 27180 of flow and procedure and aimed to assist the applicants in this phase.
And the achievement of IT maintenance service provided 3220 of IT maintenance operations in this phase.
All of the achievements get beyond the objective of this project.
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