Shao-Lan Tsai

1. Proposed system enhancement and composed system improvement specification, worked with IT from re-structuring relevant function to user trial to increase work efficiency and reduce human error. 2. Responded for order fulfillment, shipping arrangement, material readiness and production follow up, the customers I am in charge of include the US, Europe, Japan, China, and so on. 3. Inventory analysis and management to ensure material trans-in and out is well control, inventory amount is within the target, also review OBS and process scrap procedure. 4. Material preparation after product EOL, include FCST planning, customer last buy and re-build demand support, work with buyer, production control and relevant departments to fulfill customer requirement. 5. Produced monthly report to review inventory and revenue to check if meets the target.

1. Service BOM definition, creation and maintenance. 2. Reviewed ODM spare parts price and cost, managed demand fulfillment and daily operation. 3. ODM spare parts demand fulfillment and management. 4. Issue defined and discussed with ODM for implementing solution, and make sure it is workable for problem solving.

1. Supported to transfer specific products production from Taiwan to China Shanghai plant successfully, and kept providing the relevant services. 2. Processed order management and shipping arrangement to tier-one customer, co-work with Merck Hong Kong branch to resolve questions raising from customers in China. 3. Tracked and collected Account Receivable, supported to implement rebate for customer.

1. On-site supported project in China plant, audited and verified product line workflow, monitored manufacture procedure finish on time. 2. Supported NPI product which has been exhibited on Taipei Computex and attracted many new potential customers who asked for customizing and applying sample. 3. Defined and confirmed BOM structure and reviewed BOM tree with HW, ME, IT, Operation PM to build BOM, kept tracking BOM implementation before Mess Production. 4. Product cost management, includes product cost simulation, report product cost change and have first risk assessment on product cost up to sales or customers.

1. Completed package standardize procedure within 3 months, includes liaising with logistics and warehouse personnel, verifying data consistently, pre-testing system operation, training relevant members, and then achieved shipping package workflow more than 30% efficiency. 2. Arranged meeting and business trip for directors, reimbursed expenses, followed up tracking issue and reported to director promptly, performance has been recognised. 3. Highly motivated to contact customers for arranging shipment, updating agreement progress and supporting assistances, improved customer satisfaction and built stronger relationship. 4. Trained Fab Engineers to use Oracle ERP releasing PR, applied Fab Spare/Consumable part to reduced PO process error.

1. Analysed customer complaint cases to identified the dissatisfaction main factors. For example, found out the root cause was not only caused by service division, but also by other departments, such as Finance and RD, provided data for improving bases. 2. Managed order fulfillment and Repair Centre performance reports, and provided improvement proposal. For example, analysed data and found the low repair rate was caused by unqualified incoming material, supplier should compensate for it. 3. Supported to apply Accessory/Repair Part inquiry and place order online, included workflow analysis, cooperated with multi-function, provided internal and external training, produced User Manual, replaced manual procedure to systemization, which can improve 60% efficiency. 4. Managed service bill-of-material (BOM) and processed new parts, kept service part data consistent with finish good.

Graduated with Merit of the Master degree and dissertation, titled "Exploring How Customer Satisfaction of After-Sales Services Influences Their Loyalty in the Mobile Phone Market".