Somrote Komolavanij

Inbound and outbound calls assignment for an efficient call center

This study aims to provide the solution for call center providers to overcome the problem of optimizing the call centers efficiency, while ensuring satisfactory customer service. By formulating a simulation to represent call center model based optimization approach helps eliminating the cost of uncertainty that might occur when the call center model is actually applied to the real life situation. The simulation model is generated via Arenal2, and locates the separation of the agents obligation into 2 types: The first type is constructed as each agent will handle only inbound or outbound calls separately whereas the second is considered an agent needed to handle both inbound and outbound calls individually. The simulation model to discover the factor that affects the efficiency of the call center the most.

The role of quality control circles on new product development: A case study of Thailand

Abstract The quality control circle (QCC) is a well-known quality management tool, and it has been widely adopted in the manufacturing industry. However, there is a lack of literature on the relationship between the role of QCC practices and new product development (NPD). This study investigates how a firm’s achievement of new product introduction is related to the adoption and QCC experience sharing within a firm and with customers/suppliers. Survey data from 1,381 Thai manufacturing firms were collected and used to examine the research hypotheses using logistic regression analysis. The findings show that the firms that operate a QCC, disseminate QCC experiences across departments within the firm, and share QCC experiences with customers and suppliers are more likely to introduce a new product by packaging redesign and by significantly improving existing products. Sharing knowledge and experience of QCC groups facilitates the creation of innovative ideas, which influences the success of NPD. It provides new empirical evidence and extends the body of knowledge related to QCCs, quality management, knowledge sharing, and new product development.

Product Innovation and ICT Use in Firms of Four ASEAN Economies

In order to achieve successful innovation, firms have to elevate their capability for innovation. ICT becomes one of essential tools of business management. The aim of this papers to examine the causal relationship between ICT use and innovation capability. Based on survey data from four ASEAN economies of Indonesia, the Philippines, Thailand, and Vietnam, this study examines what kind of ICT use such as SCM, CAD/CAM, SNS and so on, has been introduced by firms, and how it enhances internal innovation capability and contributes to achieve innovation. In so doing, to make the concept of internal innovation capability more tractable for empirical analysis, AHP (Analytical Hierarchy Process) was employed to construct an index of internal innovation capability. By using instrumental variable probit estimation (or two Stage Least Square: 2SLS), the following results are obtained: (1) ICT significantly influences to enhance internal innovation capability; and (2) internal innovation capability promotes innovation.

Thai Regional Free Trade Agreements (FTA) and their Effect on the Automotive Industry in Thailand

This lucid and informative book analyzes the problem of clusters in transition through studies of agglomerations at different stages of development in various East Asian countries.