客户服务的工作机理及支持系统研究

华中科技大学硕士学位论文客户服务的工作机理及支持系统研究姓名：王略申请学位级别：硕士专业：管理科学与工程指导教师：蔡淑琴20050426IWTO(CRM:CustomerRelationshipManagement)IIAbstractCompetitioninlowlevelsuchaspriceandadvertisingmakesmanymanufacturingenterprisesinChinadifficulttoexist.InthebackgroundofChina’sbeingamemberofWTOandbroughtE_Cintoeffect,thesemanagemententerprisesfacemorefurycompetitions.CustomerRelationshipManagement(CRM)becomesstickingpointfortheseenterprisestocastoffcomerandimprovecorecompetition.Withthedevelopmentofeconomy,serviceplaysanimportantroleinthesociety.Moreandmoreenterprisesfocusattentiononthecustomerservice.Inthebackgroundofamanufactureenterprise,wesetuptheworkingmechanismbasedonthegapmodelofservicequality.Invirtueoftheinformationtechnology,wedesignasupportsystemofcustomerservicetohelptheenterprisetomakeuseofserviceresourcesefficiently,reengineertheserviceprocess,raisetheservicequalityandobtaintheadvantageinthemarket.Firstwesumuptherelativeresearchanddevelopmentaboutcustomerservice,theclassificationofcustomerserviceandtheservicesupporttechnique.Thenweproposethegapmodelofservicequalityforthemanufacturingenterprisesanddiscussthemeansofreducingthequalitygapsfromtheaspectsofcustomerclassification,servicerequest,workingmechanismandtheserviceresources.Startingwiththeanalysisoftheserviceprocess,weestablishthemodelofeventscheduling,activityscanningandprocessorientationworkingmechanism.Thesupportsystemsofcustomerserviceisdesignedinthisthesis,includingthecustomerservicesupportsubsystem,theworkingmechanismmanagementsubsystemandtheserviceresourcesmanagementsubsystembasingonthemodelofworkingmechanism.Thefunctionmodules,datemodels,processes,arithmeticandrulesareexplainedindetailsinthisthesis.KeyWords:CustomerServiceServiceSupportSystemsWorkingMechanismSystemSimulation_____111.1Clark-Fisher60%78%80%2090IBM[1]2000IBM331IBM2110[2]20802020022109028.6%19803.835132.633.5%198036.4[3][4][5]21.21.2.1,()[6]1[2][7][8]32[9]3DotchinOakland//[10]John[11]4Rhian//[12]PeterDan[13]5[4][14][15]1.2.2TaylorBaker[16]BakerMarshallAnderson4[17]MatthewLMenterAmyLOstromRobertIRoundtreeMaryJoBitnerSSTs[18][19][20][21][22]KANOACSI[23][24][25]CRM[26]1.2.3BerkleyGuptaDomegan[27][28][29][30]CIMS5[31]NetMeetingWeb[32][33]Agent[34]S.CHuiDBMiner[35][36]Waller[37]VoIP[38]Web[39]1.2.420906[40]11.51523031.31.3.171.3.2822.12.1.1[41]LewisBooms[42]Gronroos[43]ParasuramaGronroos[44]Carman[45]2.1.2AlbrechtZemkeParasurama129345Parasurama22SERVQUAL2.1423512.11234510[46][47]AMA14%68%[48][49]1232.21.22.21122334455662.112112345612.22345126112.316[50][51]21353234144534634261153[52][53][54][55]3.13.1.1FELFutureEventList123.1.2FSELFutureService16EventListFSELFSELFSELFSEL3.1FSELFSELFSELFSELFSELFSEL3.13.111682240336047203.2FSELFSELFSELFSELB1B1T1B2B2T2BnTnBn3.1FSEL173.1.31FSELFSELFSELFSEL232FSELFSEL343.23.2.1FSELFSELFSELFSEL11FSELkn3.2FSEL12183.2.2CECConditionEventChain3.3CECCECCECCECCECCEC3.212n3.3CEC193.2122363.4CECCECCECCEC3.2.31CECCECCECCECCECCECCECCEC11CEC12CECkm3.42062CECCEC3.33.3.1123213.3.2PCProcessComponentPCPC3.33.3124224348424567128123.3.3122FSELCECPCPCCEC11CEC1nCECkmPC3.5FSEL11FSELkm2PCFSELCEC2363FSELCEC3.43.4.11FSEL232FSEL3FSEL3.43.4116822403360472011221212422434842412422437241685243.4.2124233.53.512236122344651012311.2.211.2.212253.4.31233.63.612422434842456712812124224348424567128122644.1FSELCECPC4.14.1274.24.2.1123284.2.24.2.31234529678910114.2.411C[56]20/8080%20%3020/80[50](SC)(KC)(DC)(VC)22P(G1)(G2)(G3)31(G4)33S[51]44R242472723255TTN6W5544332211TwRwSwPwCwW++++=(4-1)54321,,,,*FROMWHERE=1IF!ISNULLTHENSELECTINTO:FROMWHERE.=:AND.=.AND.=ENDIF2IF!ISNULLTHENSELECTINTO:FROMWHERE.=:AND.=.AND.=ENDIF333IF!ISNULLTHENSELECTINTO:FROMWHERE.=:AND.=.AND.=ENDIF4IF!ISNULLTHENSELECTINTO:FROMWHERE.=:AND.=.AND.=ENDIF5*/64-14.2.514.324.434345674.34.3.14.2354.3.2FSELCECPCSCKCDCVCG1G2G3G44.2364.3.31FSELCEC2FSELCEC344.3374.3.4FSELCECPCPCFSELCECFSELCEC1FSELFSELFSEL2FSELFSEL3CECCECCEC4CECCEC4.3.538SELECTINTOFROM,,,WHERE.=.AND.=.AND.=.4.44.4.1139234.4.2404.4.31234564178910114.4.414224344[1]BulkeleyW.M.IBM,fromBigBlueDinosaurtoE-BusinessAnimal.Fortune,1999(4):116-126[2]A..3..2004[3].-2003.2003[4]..2004,16(3):19-23[5]ClarkT.TowardaTheoryofInternationalServices:MarketingIntangiblesinaWorldofNations.JournalofInternationalMarketing,1996,4(2):9-28[6]..2004(9):41-45[7]..2004(4):33-35[8]MarkusG,BarbaraA.G,BambiD.Effectsofservicemechanismsandmodesoncustomers’attributionsaboutservicedelivery.JournalofQualityManagement,2001,6(2):331-348.[9]ThomasD.R.E.StrategyisDifferentinServiceIndustries.HarvardBusinessReview,1978,56(4):158-165[10]DotchinJ.A,OaklandJ.S.Totalqualitymanagementinservices:PartI:Understandingandclassifyingservices.TheInternationalJournalofQualityandReliabilityManagement,1994,11(3):9-21[11]JohnC.H.DevelopingandOperationalizingaProduct-ServiceClassificationSystemforHealthCareProviders.JournalofHealthCareMarketing,1987,8(3):25-36[12]RhianS.TowardsaClassificationofServiceProcesses.InternationalJournalofServiceIndustryManagement,1992,2(3):62-75[13]PeterK.M,DanS.M.Professionalconcern:managingknowle