Research And Implementation Of Quality Management Subsystem In China Mobile Customer Service Based On Workflow

In recent years, the restructuring and full-service telecommunications operator have broken the China Mobile's long-term monopoly in the personal customer market. China Unicom and China Telecom have joined in the competition for individual customers. After the restructuring, the three operators become more competitive, they will enhance the ability of keeping the online customers and wining more customer from the competitor. So the ability of customer service, as well as the customer perception will largely influence the customer's loyalty and the rate of lost. Under this situation, the China Mobile of Sichuan province summarizes their experience in recent years, and adjusts the management and operational functions to suit the market needs by introducing new technology. The Customer Service Center plays a vital role between customers and support department of China Mobile. So the introducing of modern management and support tools can help to improve the overall level of customer service, and ultimately increase the core competitiveness of enterprise. Following the step of corporation's plan of the Next Generation Customer Relation Management System(NGCRM), The Customer Service System as the important dept of NGCRM also has began.The paper focuses on the Quality Management System of Sichuan Mobile. It is a subsystem of Customer Service System, the system introduces the technology of workflow. Firstly, this paper introduces the overall plan on Custer Service System and the important technology of workflow. Last, analyzing the needs for Quality Management System, designing and implementing this system. With the application of object-oriented analysis and design idea and combine the workflow technologies, using UML modeling tools, the business processes and functional model of Quality Management Subsystem are analysed; system design is carried out at the basis of needs analysis. System design followed completely the idea of system design of J2EE and hierarchical structure of MVC. The system has been designed into four layers, they are client layer, presentation layer, business logic layer and database persistence layer. It uses the lightweight framework of J2EE for Struts2+Spring+iBatis to link each layer. The paper also describes the design of each layer and database. At the end, introducing the method of modeling business process and describing the key technology of realizing the system by using code.Thesis of workflow technology in the mobile customer service Quality Management System, fully demonstrating the advantage of hierarchical structure of J2EE, greatly improving the system reusability, scalability and respond to the changing needs for the Customer Service Center.