论文标题:面向售后服务的协同商务应用研究
Application Research of Collaborative Commerce in Post-sale Service
论文作者
论文导师 陈晓慧,论文学位 硕士,论文专业 管理科学与工程
论文单位 重庆大学,点击次数 114,论文页数 61页File Size3230K
2006-05-06论文网 http://www.lw23.com/lunwen_266185032/
Post-Sale Service; Collaborative Commerce; Application Mode; System Framework
现代企业的售后服务无论内涵还是外延都越来越丰富，涉及面也越来越广，服务管理变得越来越复杂，为此，企业急需一种能够将售后服务的全过程和售后服务链中的全部主体集成为一个整体，通过各个主体之间的协同工作，从根本上解决服务慢、难的问题，提高服务质量，从而提高企业的竞争力。因此，在对售后服务所处的背景进行分析的基础上，论文提出了一种面向售后服务的协同商务应用模式，并对该模式下的系统总体框架及功能体系进行了研究，以加强售后服务中各参与组织的协作，提高售后服务管理水平。 在对产品制造企业售后服务管理模式进行归纳总结的基础上，论文首先分析了售后服务管理存在的问题；阐述了协同商务的概念与运作模式。在协同商务理论研究的基础上，论文探讨了协同商务对售后服务管理的影响，分析总结了几种协同商务系统及其体系结构。 在对协同商务在售后服务管理的应用分析中，论文明确了售后服务管理的协同商务应用需求，探讨了协同商务对售后服务的支持作用，改进了售后服务链的组成内容，给出了面向售后服务的协同商务应用模式及该模式下的系统总体框架。 最后，作为理论指导与实践应用，论文以汽车行业的售后服务为例，分析了汽车企业售后服务管理的工作内容，重点分析了其中的协同管理需求，选用IBM的技术红皮书为指导，进行了售后服务协同商务系统的系统结构与功能体系的规划设计。
Regardless of connotation or extension, modern enterprise"s post-sale service is more and more rich, and the affected area is more and more broad, the service management changes more and more complex, thus, enterprise needs one which can integrate the entire process of post-sale service and all main body of the post-sale service chain to a whole, through each main body collaborative operation, fundamentally to solve the slowness and difficulty of service, and improve post-sale service, thus enhance the enterprise competitive power. So, on the basis of the analyzing of backgrounds faced by post-sale service, the thesis put up a collaborative commerce application mode for post-sale service, and then researched the overall system framework and functional structure under this mode, to strengthen the organization cooperation on post-sale service, improve post-sale service management level.On the basis of the reseaching of the product manufacture enterprise"s post-sale service mode, the thesis first has analyzed the question existed in post-sale service, elaborated the concept and operation pattern of collaborative commerce; On the basis of the researching of collaborative commerce theory, the thesis has discussed the influence of collaborative commerce to the post-sale service, summarized several kind of collaborative commerce system and its structure.On the basis of the analyzing of collaborative commerce, the thesis has cleared the application demand of post-sale service to collaborative commerce, and the improvement of collaborative commerce to post-sale service; proposed the collaborative commerce application mode for post-sale service and the system framework.At last, as theory instruction and practice application, the thesie aimed at the post-sale service of the automobile manufacture enterprise, researched researched enterprise"s work content, and then analyzed collaborative management demand in enterprise"s post-sale service, chose the technical red book of IBM as the instruction, and then designed the system structure and the function system of the post-sale service collaborative commerce system.
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