Design And Implementation Of Shanghai Electric Power Ltd. Customer Complaint Information Management System

Shanghai Electricpower Ltd. pays constantly high attention to customer service quality and efficiency. To adapt its future development strategy, it invested to develop a new era business management system and customer service management is one of the important parts of the system. This thesis focuses on discussing the software design and implementation of customer complaint information management which is closely connected with customer service management.Shanghai Electricpower Ltd.’s customer service information system is developed and implemented as a multifunctional distributed software with the kernel of enterprise relational database system MS SQL Server2008. Combined with the browser-Web server architecture, the software manages and schedules all information flow via internal designed business logic mechanism and interface with the company’s enterprise resource management system.In introduction chapter, the thesis briefly introduces the industry application and demand background, main problems in system developing and development targets, necessity and main functions. The thesis analyzes the system’s main requirement functions, including complaint information acceptance and verification function, complaint feedback information management function, responsibility identification function, monitoring function, case inquiry function, case information management function and system maintenance management function. On the basis of demand analysis, it discusses the software general design and database logic design of this information system. In addition, it discusses the relationship data modules of the database and main business flow design. It finally discusses main modules’programming and testing in the end.Shanghai Electricpower Ltd.’s customer service information system is a distributed application system which uses database server as its core, and also uses web server platform in the intermediate layer to conduct information flow management and schedule. This software system has good feedback in test running and apparently improved the customer complaint management efficiency and quality.