Design And Implementation Of Civil Aircraft Digital Customer Service System

Civilian a ircraft customer service could provide support to ensure norma l operation and hold inherent performance state of airliner. In order to quic kly and high-effic iently response to customer requests with low cost, perfect customer service mechanism and business system should be established in China Commercia l Aircraft Company based on information technology resources. Therefore, the research and deve lopme nt of c ivilia n a ircraft digital customer service system has important practical va lue and significance for civil a ircraft customer service system construction plan during the initia l stage of Chinese civil a ircraft industry.The ma in content of this paper is the application of civil a ircraft digita l customer service systems and system integration technology in the fie ld of c ivil a ircraft customer service. Firstly, the civilian aircraft customer service system framework was obtained through the research of customer service system and patterns of civil a ircraft; Secondly, the civilian aircraft customer service scenario is concluded through analysis of civil a ircraft customer service business requirement and six core business processes, and the n each core business sector was elaborated; Thirdly, c ivil a ircraft digita l customer service system is design generally, involving the whole structure, technica l architecture and deployment model; Fina lly, the inte gration and application of c ivil a ircraft digita l customer service systems a nd various business support syste ms was implemente d through service-based architecture(SOA) and Enterprise service Bus(ESB), a nd customer service business could be packed to rea lize rapid deployme nt and calls which could la y a basis for providing digita l customer services fast and convenie ntly.The impleme ntation and application of c ivil a ircraft digita l customer service syste m, change the working mode of six core business processes of civil aircraft customer service, strengthen the interaction a mong service businesses and interna l links, improve the package and publish speed of civilia n aircraft customer service, and he lp the starting of civilian aircraft customer service business. Meanwhile, the civil a ircraft digita l customer service system has been put into practical application which could basically meet the job demands of civil aircraft operation and receive the consistent favorable comment from customers after operation. Besides, it greatly improves working effic iency and reduces operation costs.