【摘要】 在对售后服务重要作用的描述及现有售后服务分析的基础上,提出了客户驱动的网络化售后服务系统总体框架模型和体系结构,对该系统实现的主要关键技术———功能模块设计、基于知识管理的产品故障库技术和系统集成方案进行了研究,在此基础上构建了客户驱动的网络化售后服务系统,并进行了应用验证。更多还原

【Abstract】 Based on the description of after-sales service’s significance and the analysis of current after-sales service systems.this paper puts forward an overall model and a structure for the customer driving networked after-sales service systems.The paper discusses technigues such as design of function modules,inventory technology of products’ faults depended on the knowledge management,and solution for system integration,which are key to constructed the systems.Then the paper sets up a customer driving networked after-sales service system with application validation.更多还原