【作者】 陈强；

【导师】 周少华；

【作者基本信息】 湖南大学 ， 工商管理， 2006， 硕士

【摘要】 受竞争加剧和客户要求提高的双重因素驱使，服务逐渐成为企业竞争的新焦点，一个以服务为主导的时代日趋到来。企业在市场竞争以及管理实践中逐步意识到：良好的服务不仅能为厂商在客户中赢得信誉，而且还能带来更多的利润。而现有售后服务中传统的信息交互方式，很难满足售后服务的快速响应和服务质量的进一步提高，也不方便企业对售后服务进行有效的管理。随着网络化制造模式的不断发展成熟，建立面向现代集成制造的网络化售后服务模式，已是售后服务发展的必然趋势。因此，在对售后服务所处的背景进行分析的基础上，论文提出了美的公司的网络化售后服务模式，并对系统构建所涉及的部分关键技术进行了研究，以提高企业售后服务质量和售后服务管理水平。在分析售后服务对于用户以及整个制造过程重要作用的基础上，论文研究了现有售后服务在功能上、组织上、运行模式、信息流动、服务成本等方面的特点。结合信息技术、计算机技术和先进的管理技术，提出了面向现代集成制造的网络化售后服务模式，并对相应系统的总体架构、体系结构和功能体系进行了研究。最后，在上述研究的基础上，成功的开发了美的公司网络化售后服务系统。通过该系统的开发和应用，对文中提出的面向现代集成制造的网络化售后服务模式及其系统实现的关键技术进行了合理性和可行性验证，对系统能为企业带来的各种效益进行了分析，并对信息技术在售后服务中的应用前景进行了展望。更多还原

【Abstract】 Pushed by the two factors of growing competition and customers’ requirement improving, service is becoming the new competitive point among enterprises, a new day of being guided by service is coming. With the experiences of market competition and management, the enterprises come to realize that the good service can not only obtain the reputation from the customers but also bring more benefits for the enterprises. But by means of the traditional information exchange, the existing after service has met with some difficulties in the enhancing of service quality and the efficient after service management. With the maturity development of the networked manufacture mode, the establishment of the networked after service for contemporary integrated manufacture has became the necessity trend of the after service. So on the basis of the analyzing of backgrounds faced by the after service, the thesis put up a networked after service mode for the contemporary integrated manufacture and then researched some key technologies which play the key roles in the realization of the corresponding system.On the basis of the analyzing of the function of the after service both for customers and the whole manufacturing process, the thesis has researched the existing after service characteristics including five aspects as function, organization, operation, information flowing and service cost. Combining the advanced information technology, computer technology and managerial technology, the thesis have put up the networked after service mode for the contemporary integrated manufacture and then made a detailed research of the corresponding system’s overall framework, system’s structure and functional system.At last, depending on the up research, we have developed a networked after service system for Midea Group. Through the development and application of the system, the thesis has validated the reasonability and feasibility of the networked after service mode for contemporary integrated manufacture and the system-realization key technologies. By the end of the thesis, the thesis made a description of both the apparent interests and the unobvious interests and looked into the applying prospect of information technology on the after-sales service更多还原