0940223117 李翰达 广州汽车集团零部件有限公司售后服务信息系统

摘要

现今，大多数制造企业面临着售后服务不完善、售后流程复杂混乱、售后服务浪费太多资源，给企业的经营、发展带来诸多不确定因素，售后服务越来越成为企业获得与保留客户的重要风向标。

对于完善企业售后服务的质量和完成度，企业信息化水平成了至关重要因素。当售后服务数量增加，用于生产经营活动的资金就会有更多的流向售后服务上，企业信息化程度越高，售后服务越精细，跟进服务越效率，进从而降低企业在售后服务模块的资源，从而从科学的方式上降低运作成本。由此，本文引入CRM管理思想，完善售后服务模块。

本文分析了广州汽车集团零部件有限公司售后服务模块的信息化情况、而且根据现在信息系统的发展，引入CRM管理思想，在公司原有的信息系统基础上进行信息化的规划与设计与改进。

关键词：售后服务 运营资金 信息化CRM

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Abstract

Today, most manufacturing companies facing imperfect service, sale process is complicated and confusing, and after-sales service to waste a lot of resources, the development has brought many uncertainties to the operation of the business, after-sales service is becoming more and more enterprises to obtain and retain customersimportant benchmark.

Become a critical factor for improving the quality and degree of completion of the business service, the level of enterprise information. When the increase in the number of after-sales service for production and business activities of the funds will have more flow to the after-sales service, the higher the degree of enterprise information, the finer the after-sales service, thereby reducing enterprises in the service module and follow-up services more efficiency into the resources from the scientific way to reduce operating costs. Thus, this paper introduces the CRM management thinking, to improve the service module. This paper analyzes the Guangzhou Automobile Group Component Co., Ltd. after-sales service module, and the introduction of CRM management thinking, based on the development of information systems, information technology planning and design and improvement in the company's existing information systems on the basis of.

Keywords: service and operating funds information CRM

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摘要 ............................................................................................................................................. I Abstract ...................................................................................................................................... II 第一章 绪论 .......................................................................................................................... 1

1.1企业背景和售后服务信息化意义 ............................................................................. 1 1.2课题来源 ..................................................................................................................... 1 1.3设计依据内容 ............................................................................................................. 2 1.4论文结构 ..................................................................................................................... 2 1.5本人工作 ..................................................................................................................... 3 第二章 广州汽车集团零部件有限公司售后服务信息化系统现状 ...................................... 4

2.1与国内大型汽车集团零部件售后服务信息化系统现状对比 ................................. 4 2.2企业具体问题 ............................................................................................................. 4 第三章 项目目标与设计工具 .................................................................................................. 6

3.1设计目标 ..................................................................................................................... 6 3.2设计原则 ..................................................................................................................... 7 3.3设计工具 ..................................................................................................................... 8

3.3.1Microsoft Visual Studio 2010 ............................................................................. 8 3.3.2Microsoft SQL Server 2008................................................................................ 8 3.4主要设计内容 ............................................................................................................. 8 第四章 售后服务信息化系统需求分析 .................................................................................. 9

4.1模块需求 ..................................................................................................................... 9 4.2岗位角色 ................................................................................................................... 10 4.3性能需求 ................................................................................................................... 12 4.4其他需求 ................................................................................................................... 13 4.5技术可行性分析 ....................................................................................................... 13

4.5.1系统技术要求 ............................................................................................... 13 4.5.2系统技术目标 ............................................................................................... 13 4.53技术条件方面的可行性 ................................................................................. 13

第五章 广州汽车集团零部件有限公司售后服务信息化规划 ............................................ 14

5.1功能结构 ................................................................................................................... 14

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5.2客户信息管理 ........................................................................................................... 15

5.2.1客户基本信息管理 ....................................................................................... 16 5.2.2客户车辆信息 ............................................................................................... 16 5.2.3客户关怀 ....................................................................................................... 17 5.3三包服务管理 ........................................................................................................... 18

5.3.1走和保养管理系统 ....................................................................................... 20 5.3.2三包维修管理系统 ....................................................................................... 20 5.3.3回访管理 ......................................................................................................... 21 5.4服务商管理 ............................................................................................................... 22

5.4.1服务商费用管理 ........................................................................................... 22 5.4.2服务绩效评价 ............................................................................................... 23 5.5客户投诉管理 ........................................................................................................... 24

5.2.1服务部投诉处理系统 ................................................................................... 25 5.2.2投诉回访 ......................................................................................................... 25 5.6系统管理 .................................................................................................................... 25

5.6.1权限管理系统 ............................................................................................... 26 5.6.2用户管理系统 ............................................................................................... 27 5.6.3角色管理系统 ............................................................................................... 27

第六章 广州汽车集团零部件有限公司售后服务信息化系统设计 .................................... 29

6.1数据库设计 ................................................................................................................ 29

6.1.1概念结构设计 ............................................................................................... 29 6.1.2逻辑结构设计 ............................................................................................... 30 6.2界面设计 .................................................................................................................... 32

6.2.1登陆界面 ......................................................................................................... 32 6.2.2主界面 ........................................................................................................... 33 6.2.3主管主界面 ................................................................................................... 33 6.2.4用户信息界面 ............................................................................................... 34 6.2.5客户投诉信息 ............................................................................................... 34 6.2.6服务审批 ....................................................................................................... 35

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6.2.7服务商界面 ................................................................................................... 36 6.2.8统计分析界面 ............................................................................................... 37 6.2.9服务跟踪信息界面 ....................................................................................... 37 6.2.10用户信息 ....................................................................................................... 38

第七章 实施计划 .................................................................................................................... 39

7.1模拟企业运作情况与运行结果预测 ....................................................................... 40

7.1.1模拟运作 ....................................................................................................... 40

总结 .......................................................................................................................................... 41 参考文献 .................................................................................................................................. 42 致谢 .......................................................................................................................................... 43

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