Research And Analysis Of Yixintang Service Complaint Management System

Customer oriented service system gradually becomes one of the major concerns among enterprises as the structure of economic development changed.The development of informatization works as the key element in improving the service quality for customers.Service complaint management(SCM)is one of the most important approach to strengthen the service construction and facilitates high-quality service in Yi Xin Tang?.It formalizes the procedure of customer feedback process and is able to handle complaints very efficiently.Such mechanism can help to clarify the responsibilities of each individual and cut down cost of corporation and above all,increase satisfaction of customers.Starting from practical cases,this thesis first discussed the background and significance of SCM in dealing with actual business.A brief introduction of the business requirement of SCM is also included.The second part analyzes the organization structure and procedure presently at Yi Xin Tang? from which an optimized SCM flow is proposed.The functionality of systematic complaint and criticisms management are verified through case description and analysis.By looking into the data of required information that each function should process,the actual database table and entity relationship diagram are provided and consequently forms the database.The conclusion on the analysis of the entire system is proposed as the last part which also includes an outlook for the system's future improvement.The SCM is an important part in forming the customer relationship management.The outcomes of this work can provide some valuable reference for the consolidation of the customer relationship management in Yi Xin Tang?.It can further help to materialize a systematized management procedure and boost the development of corporative operation into a modernized mechanism.