Analysis And Design Of After-Sales Service Management System Based On Workflow Management System

Karl Albrecht said:" our economy is a service economy".Many manufacturing companies are working from the traditional production guide to marketing orientation;one part enterprise is becoming service oriented enterprise. Manufacturing enterprise service is become service oriented enterprise. Manufacturing enterprise service activities are important,services in the manufacturing enterprise cost to occupy an increasingly large proportion,now services usually station to product price by half or even more. Service so that customers can easily get and use the products,so as to increase the value of the product. And the function design, manufacturing,services to enterprises and customer distance. After sale service is no longer a enterprises in the pure cost department marketing department, design department need to rely on the R&D department, marketing department, support unit, after sale service and marketing, product design, R&D and manufacturing are closely related, a lot of enterprice after sale service department and marketing department positioning as equally important unit,so after sale services in production the important of the enterprise.After sale service department is facing a lot of problems, such as financial management software is also a lack of a mature information solutions to improve the quality and efficiency of service. These questions such as:customer service after sale service cycle is too long, service station and the customer service department funds are not clear, the understanding of the demand existence error, information understanding is not uniform; we often solve the problem, but can not be fundamentally solved; the service and product R&D did not correlate, fault information and data accumulation can not be effective analysis. This paper mainly studies how to realize the service workflow management system based on customer service management system application.The part of the After-s sales service management system for an enterprise to develop customized, if a business rules change, need the professional development of staff to adjust the design and code to adapt to changes in demand; some products of after sale service management system is difficult to adapt to the various enterprises of different after sale service management system; based on this, our system design a set of after sale service management system can adapt to the different needs of enterprises, but also to some extent conveniently adjust.The paper discusses the AMT group Visionsoft software company’s(AMT Visonsoft of the following abbreviation) analysis,design and development of Commercial Vehicle Spare Parts After-sale Service Management System(hereinafter referred to as The After-sale Service service Management System), which includes the system technical framework and research, after-sale service management business analysis,product analysis and design,business logic design ande implementation, user experience analysis and interface design.The author according to the custermer on the after sale service management requirements, in AMT Visionsoft Velcro Workflow Management Platform based on the responsible for the entire product management, operations research and needs analysis,the complex business logic implementation. The author studies the workflow model,workflow management system,commercial auto parts enterprises characteristics,customer service characteristics,customer service process,management system,performance appraisal insituation; On after sale service management system, summed up have done work of the following respects:1.Summarizes the research and development results of the service management system and workflow management system;2.Analysis of the basic theory of the Workflow Management System, conducted in-depth discussion on workflow management technology, research and application in the implementation of some key technical issues;3.Complete service management system business research, demand analysis, including:sales management, service tracking and management, inventory management, account management module.4.Complete after-sales service, internal management, user self-service platform, service station self-service platform design.The paper concludes with a summary of the full text of the work and direction of future research of this subject the outlook.