Design And Implementation Of The China Unicom Complaint Management System

For the telecommunication operators, the user’s satisfaction is the premisecondition to attract more customers and to retain the existing customers, it is also theenterprise’s development foundation. User’s compliments from their perceptive anglesare the direct way to feedback our service and provide the most direct guidance for themarketing service. It requires a long process to solve user’s complaint since for themultiple steps and different departments’ cooperation. And since there are too manyorganizations and the departments are scattered, the user’s complaints work orders areprimarily transferred through fax or telephone, the complaint handling process lackseffectively monitoring process, the complaints are often delayed or missed with thebuck-passing between departments, they all lead users dissatisfaction. To solve theproblems between the enterprise daily complaints handling process,（to solve theproblems in the handling of daily complaints between departments） we need toestablish a set of highly efficient, accurate business process complaints informationmanagement system with reasonable cost and modern enterprise management mode..Basing on ASP and ORACLE technologies combined with the requirements ofComplaint Information Management System on Shenyang, China Unicom’s supportingplatform, the Complaint Information Management System of Shenyang, China Unicomis designed by using B/S architecture. The system works to achieve the electrontransport of the complaint work order. And the complaint work order can be completedby a single adding, deleting, modifying, sending the next, reviewing, responding,approval and archiving a series of functions, It can alter the receiver via text message.Complaint Information Management System has been actually used by ChinaUnicom and operated well; it reaches the goal as expected and is confirmed by theleaders and customers of Shenyang, China Unicom...