| The rapid development of the automobile market has brought great vitality to the automobile industry, and intensified the degree of competition in the market. With the full integration of the market, major automobile companies look into adopting more advanced organization and management:the automobile industry chain, to enhance their competitiveness. Automotive industry chain is a large cooperative network which is composed of the vehicle manufacturers, suppliers, service providers and other enterprises in the automobile. Therefore the trans-regional enterprises in the industrial chain of different position realized that it is the key to ensure the stability and development of the industrial chain to achieve real-time information sharing and business interaction.Based on the SaaS automobile industry chain collaborative commerce platform uses its cost advantage, the flexible characteristic, and it successfully gets rid of the problem that multiple tenants of the automotive industry around the core enterprise business collaboration issues and the issues of different business process characteristics of core enterprise. It helps small and medium enterprises in the automotive industry to achieve the success of the manufacturing industry as the core of enterprise collaboration,and it deepens the degree of automobile manufacturing industry informatization, at the same time it reduces the financial pressure in the process of enterprise information.In the thesis, taking the automotive industrial chain platform as the research object, combined with the characteristics of the industrial chain collaboration platform analysising the function of the platform. Aiming at the problem of service in the course of using SaaS platform, the demand of the platform service support system is researched in depth. Combined with existing support services business, to establish a platform service support system, which is composed of platform customers, service support personnel and department managers, to further enhance the level of service support management.The main contents of this thesis describes the following aspects:(1) The needs of the department of service and support are analyzed, combining with the existing work flow and service characteristics, the solution of the service support system for the automobile industry chain collaboration SaaS platform is proposed, and describing the relationship between the system and the existing SaaS platform.(2) The needs of the department of service and support are analyzed, combining with the existing work flow and service characteristics, the solution of the service support system for the automobile industry chain collaboration SaaS platform is proposed, and describing the relationship between the system and the existing SaaS platform.(3) I finished the design solutions for the automotive industry chain collaborative SaaS platform, and realized the development of related functions, specifically including the technical support management, knowledge management, evaluation of complaints management, statistical analysis of the work. I complete the development of the service support system of the automobile industry chain collaboration SaaS platform. |
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