了解在晶圓代工的重要性以及產業概況，針對客戶抱怨服務流程問題進行改善，以降低客戶抱怨對公司營運的影響做為研究目的。在半導體產業中，客戶重疊性越來越高，提升競爭力的方法，除了提升生產技術及將低成本外，如何維持客戶也是相當重要的課題。
本研究藉由探討精實管理原則中的七大浪費、價值溪流，運用ECRS、8D與5WHY等工具，進行個案公司客訴流程改善。首先觀察個案公司客訴流程後，利用價值流圖找出作業流程中不必要的浪費及改善的機會，將個案公司客訴流程簡化及導入工具。消除不必要的浪費，導入新流程及工具後，降低個案公司客訴流程處理時間40%，客戶再抱怨率由45%降為25%，有效提升客戶服務品質。
透過上述方法實際運用於個案公司客訴流程，取得初步的改善成效。企業應可以依此方式，審視客訴處理工作流程並規劃完善的服務系統，滿足顧客需求，維持良好的客戶關係，提升公司的競爭力。

According to foundry and industry overview, we focus on improving customer complaints about service process issues to reduce the impact of customer complaints on company operations. In the semiconductor industry, the overlapping of customers is getting higher and higher, and the way to improve competitiveness is not only to improve production technology and to reduce costs, but how to maintain customers is also a very important issue. Suppliers or manufacturers should do everything they can to meet customer needs and improve their competitiveness by reducing the impact of customer complaints.
This study explores the seven major wastes, value streams in the principles of lean management, and uses tools such as ECRS, 8D and 5WHY to improve the customer complaint process of case company. After observing the case company complaint process, the value stream map is used to identify unnecessary waste and improvement opportunities in the operation process. Eliminate unnecessary waste, import new processes and tools, reduce the processing time of the case company's customer complaint process by 40%, and reduce the customer re-complaint rate from 45% to 25%, effectively improving customer service quality.
Through the above methods, it is actually applied to the case company customer complaint process, and the initial improvement results are effective. In this way, enterprises can review the customer complaint handling workflow to meet customer needs, maintain good customer relationships, and enhance the company's competitiveness.

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