【作者】 李晓峰；

【导师】 孙林夫；

【作者基本信息】 西南交通大学 ， 计算机应用技术， 2004， 硕士

【摘要】 近年来，随着市场竞争加剧，厂家对售后服务的重视度不断提高，企业大多建立了独立的售后服务网络体系。过去传统的管理方式已不足以解决这些问题，互联网和电子商务的出现极大地促进了信息的流通，使售后服务的网络化管理成为可能，这正是本文的主要研究内容。 本文首先研究了现代企业售后服务管理的主要内容和组织形式，根据我国制造业企业售后服务管理的一般现状，进行企业间提供售后服务的网络协作关系分析，提出网络协同售后服务管理的两种模式：基于核心企业的网络协同售后服务管理，基于第三方平台的网络协同售后服务管理。然后以某汽车制造企业的售后服务管理为实例，深入了解该企业售后服务管理业务流程，及其与供应商、服务站的具体协作方式，建立一个企业网络协同售后服务管理系统模型，采用UML设计思想，在．NET集成环境下完成XDE动态建模和系统的开发。其后分析在我国企业现状下实施第二种模式的可行性和必要性，研究服务链的结构，建立基于区域协同电子商务平台的售后服务管理系统模型并进行了相关功能设计，最后指出存在问题和有待改进之处，作为将来研究的参考。 本论文主要内容如下： 第一章是绪论，主要介绍论文选题意义、选题背景等相关情况，对当前网络售后服务管理的发展现状和不足进行了阐述。 第二章主要介绍企业售后服务管理的主要内容、组织形式，分析企业协作方式，进行网络化售后服务管理及其两种实现模式的研究。 第三章以某汽车制造企业的实际售后服务管理为对象，进行详细的需求分析，建立企业网络售后服务管理系统模型，介绍了系统主要功能设计。 第四章主要介绍企业网络协同售后服务管理系统的设计与实现。西南交通大学硕士研究生学位论文第11页第五章介绍了基于第三方平台的网络协同售后服务管理系统的设计。第六章为结束语。总结论文，并指出存在问题及有待改进之处。更多还原

【Abstract】 The market competition has become more drastic in recent years, and most enterprises have established after service system. The former management methods are not enough to provide solutions to those problems. The emerging of Internet and e-business has greatly improved the circulation of infromation, which makes it possible to introduce network management to the after service, and that is also the subject of the paper.In this paper we will first make a discuss about the content and the organization structure of after service, then accrorrding to the current conditions which the after service management in the manufacturing enterprises of our country faced, and analyze the network collaborative relation between enterprises, what’s more, bring forward the two after service network management system patterns: the one is aimed at enterprise, another one is pertinent to the third platform.Next examplizing as the after service manangement of one automobile manufacture enterprise,The paper lucubrates about the specialty operation flow of after service management and make some detail analyses about the collaborative mode between providers and service stations comprehensively, then constructs an enterprise model of network collaborative after service system which based on UML thoughts; at last the dynamic modeling with XDE and the actual implementation is accomplished in .NET integration environment.At the latter part of the paper, discussing the feasibility and the necessity of the second mode adopted in current conditions faced in our enterprises, researching the structure of service-chain, we build the model of after sevice system based on region collaborative e-business platform, and the pertinent function design is completed.The main content are following in this paper:The First chapter is the introduction which is mainly about the meaning and the background of the subject. It also analyzes disadvantages in the present of the network management about after service.The second chapter refers to the content and the organization structure of after service, analyzes the collaboration mode, and It also researches on the two realizing-patterns of the network after service management.The third chapter refers to the requirements analysis aimed at the actual manangement of an automobile manufacture enterprise and the establishment of the system model, the main function design is also introduced.The fourth Chapter refers to the design and realization of the network collaborative after service management system on enterprise.The fifth Chapter introduces the design of the network after service management system based on the third platform.The sixth Chapter is the tag. It summarizes the paper and points the faultiness as a further research direction reference.更多还原