Proposal of an Estimation Model of Inquiry Using a Maintenance Project

Abstract

In recent years, one of the problems in corporate management is that information system maintenance costs are higher development costs. One of the causes of this problem is inquiries from customers. It is difficult to predict occurring the timing of inquiries from customers. Therefore, it takes much time to respond to customers' inquiries, especially when said inquiries come after operators have been arranged and equipment has already been prepared. There are studies of factors that lead to inquiries from customers, but there are no studies regarding the timing of inquiries. In this study, factors related to the response time to customers are examined by statistical analysis. From these examinations, a prediction model for the timing of customer inquiries from customers is proposed.