Study On The Customer Complaint Management Informationization Of Jiangmen Mobile

With the economic development and information technology advances, enterprise management informationization in domestic enterprises is coming into fashion, however, the problem that enterprise management informationization does not work well exposes gradually. In such a background, this paper analyses the problems in the customer complaint management of Jiangmen Mobile, sets out an information technology scheme and verifies its effect through practice.The first part of thesis is theoretical overview. It mainly discusses about customer complaint management, process reengineering, and enterprise management informationization. The theory of customer complaint management makes the goal of this paper more clear. The theory of process reengineering offers an advanced theory as a guide of customer complaint management informationization. The theory of enterprise management informationization offers a way to complete the design and implementation of informationization solution. The second part analyses the status and the problem in customer complaint management. It analyses the problem in interdepartmental coordination based on the study of organizational structure of Jiangmen Mobile. It analyses the problem in business process in customer complaint management, and analyses the problem of inefficient information systems in Jiangmen Mobile. The third part and the fourth part are about the design and implementation of information technology scheme. Under the guidance of the theories of process reengineering and enterprise management informationization, a new information system for Jiangmen Mobile customer complaint management is designed based on analysis on the current status. The information system is extremely effective and it solves all the problems listed above. In the end, based on the validation of new information system, this paper sums up experience of Jiangmen Mobile customer complaint management informationization, and makes a further discussion about how to solve the problems in enterprise management informationization.