| This thesis firstly states the key ideas of business process reengineering (BPR), the characteristics of process management and the rules which are applied during BPR and expatiates the interdependent relation between BPR and constructing information system: Before constructing information system, the customer-oriented processes must be built; During process reengineering, the information technology must be considered. Then takes K automobile service company as research object. According to the present state of K and the trend of automobile service industry, combining the opinions of K management, we educe the crucial success factors (CSF) of K: the repair technology, the service quality and the customer satisfaction. For strengthening the CSF, we give the resolution in information system area: constructing an information system that includes a technology support system and is in line with customer-oriented process. According to the technology support system being convenient, agile, efficient, and labour-saved, construct the support system which contains the technology information function module and the quality analysis function module, then explain the technology support system in detail. According to the processes and service must being customer-oriented and the factors which influenced customer satisfaction, construct the new service process and explain the twelve steps of the new process in detail. Finally, by unified model language (UML) an information system about K automobile service company was modeled. |
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