| With the serious market competition and improvement in the service , The product enterprise begin to move the business center to after-sales . The improvement of service quality and customer satisfaction became the important business performance.when all kinds of enterprise looking for the customer chance , they find that it's not enough to just simple put the customer into a database without any application . In order to get the market share , they must analyze the data and know about the customer requirement. So it's very important for modern enterprise to dining and improve the value of customer and provide the excellent service . Because the product industry have the materiality product which have the lift cycle and maintain cycle , so according to the feature of the product , investigating the after-sale channel , assure the quality of the product , improve the product cycle is the most important task at present.Due to the limitation of the traditional system , the present system can't satisfy the requirement of data analysis ,data investigate and data mining . The decision-maker can't timely and accurately get the enough information to make decision . The simple decision based on experience has much risk .In the after-sale department of product , decision-maker and analyzer not only can't make any analysis for the ratio of the bad product but also can't know the cause of the bad product , can't predict and dining the after-sale service information , can't warn the KPI which over the limitation , can't do much advance analysis such as the same period last year and rank ,can't find the product with much failure .According to the problem that we face in product industry , I provide the business intelligence solution to help to analyze , solve the problem , control the quality of product . By the data integration , data analysis and data mining , we can get the integrate information of customer , base on which , we can timely make the exact decision . This document based on the BI theory and the situation of product industry , by reasonable application and data modeling , using the data warehouse , OLAP , decision modeling technology , providing the information support to decision-maker of product industry . The document is based on the Sony CCSg BI system .which not only introduce the solution but also describe the detail of data application . The document start from the BI theory , integrate the modern software engineering theory , sum up a few of BI project experience , provide the way to successful BI project in product industry.The system use the Oracle solution and analyze the present data from product risk , customer insight, performance , decision . The decision include the receive machine , fixing machine , fixed machine , return machine etc analysis topic . By these data application , user can control the risk of product such as find which product and parts is easy bad . which parts is lack in the warehouse .The system also can provide the personal service to customer such as short message to notice the customer to take the machine . The system can evaluate the performance of the employee . By using the system , the weak part can be find so help the manager make the right business process to improve the quality of service .The chapter 1 in this document briefly introduce the define of BI and DW, the future of the BI and the value of BI for the customer service . The chapter 2 introduce that the wayand theory of BI which is the basic of other chapter . The chapter 3 introduce the BI application which is the directory of the BI system . In the chapter 4 , according to the BI application , by analyzing the business process to find the problem .In the chapter 5, Designing the function to solve these problem to improve the customer service . In the chapter 6 , detail design the data model to support the function to work for customer service . In the chapter 7 , introduce how to implement BI system from software , hardware and project plan . |
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