以全球資訊網及工作流程為基礎之產品售後服務資訊系

Abstract

隨著商業環境的變遷，消費者意識形態抬頭，如何對現有及潛在顧客提供最佳且適時的服務，已是現今企業重要的營運方針。本論文參考Gartner Group 的「客戶服務計劃模型」，來建立網際網路上服務客戶的架構；但因 該計劃模型中未包含知識庫，故本論文在其模型中加入知識庫系統，以協助企業順利邁向知識管理、專業技術的累積與企業內部經驗的傳承。 本論文的主要研究方法是「整合模式語言」的「物件導向整合模式技術」，擇其發展程序中的系統分析、系統架構設計及元件設計等三個最主要的階段，在各階段均有對應的「整合模式語言」圖示說明，再佐以三層式架構、工作流程、智慧型代理程式、以角色為主的存取控制、知識庫等技術，整合「企業資源規劃」發展出以全球資訊網為平台的「產品售後服務資訊系統」。 本論文的主要研究結果是設計及實作一套「產品售後服務資訊系統」，在群組協同合作的工作環境下，提供一套工作流程自動化之解決方案，並利用全球資訊網來達成問題追蹤紀錄及返品維修系統，達到無時差地服務廣佈全球各地的顧客，迅速將企業的產品服務及營運版圖，擴展到有網際網路的世界各角落，並提高服務之效率及效能，減少人力及營運成本。

With the changes of the business environment, the consumers’ conscious of their rights and interests are gradually raised in the recent years. As a result, it is important for the modern companies to provide the best service in good time to the existing and potential customers. This research adapt Gartner Group’s planning model of customer services to helps the enterprises to set up the infrastructure of customer services on the web. The original Gartner Group’s planning model does not include knowledge database. This thesis integrates the knowledge database system into the planning model such that the enterprise can offer quality customer service by successfully achieve Knowledge Management, professional techniques accumulation and internal experiences inheritance. The approach of this research is to apply Object-Oriented technique of Unified Modeling Language(UML) to perform three main stages of development procedure, including system analysis, system structural design and component design. All three stages have corresponded UML diagrams. In addition, techniques of 3-tier architecture, workflow, intelligent agent, Role-Based Access Control(RBAC), knowledge base are integrated with ERP to develop a Web-based Service Information System. The result of this research is to design and implement a Web-based Service Information System. Under the group collaboration environment, this system provides a solution of workflow automation in the Web. Furthermore, its two sub-systems, Problem Tracking Record(PTR) and Return Merchandize Authorization(RMA), enable 24-hours of global customer services over the Internet. Hence, the enterprise can rapidly expand its marketplace and product service all over the world wherever reachable by the Internet. In the same time, the service efficiency and quality are increased as long with the manpower and operational cost are reduced.