The Design And Implementation Of The Complaint Handling System

Since entering the information age, more and more people own and use mobile phones, making China Mobile the largest operator in china has to facing amount of customer complaints. If China Mobile wants to continue to grow, we must give top priority to customer requirements. And platform to network complaints that showing their customers for the company’s requirements and the company’s image as the customer demands, so to design a good network of complaint handling system is relatively is very important.Complaint handling system is an important part of the complaint handling and management platform. It is designed in order to improve the level of mobile company complaint handling efficiency. The design goal of the system is to realize the unified management of mobile network complaints and provide efficient handle complaint information, support decision making, meet the needs of the users to timely communication, and achieve the coordination with other system work.After analysis of system requirements, this article uses the meeting discussion method to get the user demand, basis for user requirements to design a use case diagram, communicating with customers in the process of use case driven model, ultimately determining the system function module. Class diagram of the system on the basis of the use case diagram that accessing at the requirement analysis process before.In the process of system development, we use B/S structure, adopting J2EE development framework. The complaint handling system use UML for analysis. The development methods of this system is RUP, development mechanism is Role-based access control. The database is Oracle10g.In this paper, we are using the modern network complaint handling theory, and combining with the specific situation of the mobile company complaints, according to the analysis of current similar complaints handling system at home and abroad, put forward a complaint handling system based on Internet network architecture. In this paper, the complaint handling system we study main content includes:distributed the repair order, network department processing, expert review, the service pay a return visit, archiving the repair order, querying the repair order detail. The system is designed aimed at to unify the data related to the network complaints processing, form a complete unified data sources, and can help the company’s complaint handling personnel to manage the customer complaints and requirements analysis. The personnel of the service, network, and various departments is the use of the system account.