Web-based Customer Service Workflow System Design

Since 1990's, the research and application of the workflow has been one of the hottest research topics of business management and information technology. As for the providers of Chinese telecommunication services, the business market has run into the period of common-services competition in advance. How to deliver excellent and in-time services to the customers has become the critical concern. With the abilities to provide over-platform and cross-business services, the workflow system can integrate the isolated service sources that are spread over the supporting system branches in the enterprise, and it can form a closed circle for the services as well as providing the pertinent end-to-end services to the customers. Therefore, the service providers have regarded the workflow system as their favor.Generally speaking, among the daily activities of Chinese mobile service providers, about 70% are the flow activities, constructing and deploying the workflow system. These activities are very important to their future development. In Chapter 1 of this paper, we mainly stated the importance of the workflow system to the enterprise. And based on the current status of the service integration of operation departments of Shandong Division of China Mobile, we analyzed the function needs, the system composition and the application value of the workflow system. Through these analyses, we put the emphasis on the application of workflow for cross-business and cross-department functions. And we designed the kernel function module, the order generation module and the order inquiry module.In Chapter 2, we designed and developed the workflow system. The difficulty mainly lies in that we need to analyze the requirements and the relationships of the workflow's different modules based on the application needs. And with our analyses, we need to design all the functions of the workflow, which can satisfy the requirements of the cross-business and cross-department workflow. In Chapter 2, we introduced the complete procedure of how to develop the order generation module and the orderinquiry module using JAVA. Thus, we gave the directions of the development of other workflow's function modules.In the workflow system, the sound design of databases can prove the efficient and correct running of the whole system, and it can also satisfy the requirements of cross-business and cross-department deployment. In Chapter 3, we designed the database for the workflow, which include the tables and interfaces of the database.At the end of this paper, we summarized the application results of our workflow system according to the application of the workflow system at Shandong Division of China Mobile. This paper can be used as a reference for those who are doing research and who are developing the workflow system.