太原泰康人寿客户投诉系统的设计与实现

发布时间：2018-05-04 21:03

本文选题：投诉管理 + 营销理念　；参考：《大连理工大学》2016年硕士论文

【摘要】：随着我国市场经济的逐步走向深入,以顾客为中心的营销理念已经逐步建立起来,与之相适应的服务体系也必须尽早完善,客户投诉管理就是这个服务体系中的最重要环节之一,从市场营销学的角度来看,没有投诉渠道、有投诉渠道但是不能解决问题、有投诉渠道但是反应缓慢、有投诉渠道并且能够最快解决问题这四种方式将获得顾客不同的再次消费意愿。顾客投诉对企业来说是个挑战,企业会因此而感觉厌烦,但是投诉处理得当对企业来说又是难得的机遇,因为在处理顾客投诉的过程中,企业获得了直面顾客的机会从而能获得大量的有用的信息。随着生活水平的提高,顾客对产品质量的要求也越来越高,如何高效处理客户投诉是企业必须着力去解决的重要问题,人工管理显然难以满足要求,尤其是对泰康人寿这样的大型企业更是如此,本文以太原市泰康人寿BPM(业务流程管理三期)的客户投诉子系统为研究背景。在本次系统的设计与实现中,考虑到系统的可扩展性和可维护性,采用了B/S结构,并将J2EE作为本系统的Web应用框架,在具体的实现技术上,采用了struts2+Hibernate+spring框架,数据库使用了Oracle,应用服务器选用了Weblogic,本系统实现了投诉工单的电子传递,主要包括投诉受理、投诉处理、查询统计、表单信息管理、信息实时跟踪、短信息服务、系统管理等功能模块。本文遵照软件工程的设计方法和开发流程来完成本系统从需求分析到测试的一系列环节。经过测试,本系统已经达到了设计要求,目前本系统已经投入使用,运行稳定。本系统最终实现的泰康人寿投诉工单的电子化,使得整个投诉处理过程更为高效、各相关部门间的协同有了很大的提高,提高用户对企业的满意度,达到了系统预期的建设目标。
[Abstract]:With the deepening of our market economy, the customer-centered marketing concept has been gradually established, and the corresponding service system must be improved as soon as possible. Customer complaint management is one of the most important links in this service system. From the perspective of marketing, there are no complaint channels, there are complaint channels but cannot solve problems, there are complaint channels but the response is slow. The four ways of having a complaint channel and being able to solve the problem as quickly as possible will obtain different customer repurchase intention. Customer complaints are a challenge to the enterprise, and the enterprise will be bored with it, but it is a rare opportunity for the enterprise to handle the complaint properly, because in the process of handling the customer complaint, Enterprises have the opportunity to face up to customers and thus have access to a large amount of useful information. With the improvement of living standard, customers' demand for product quality is becoming higher and higher. How to deal with customer complaints efficiently is an important problem that enterprises must focus on, and manual management is obviously difficult to meet the requirements. Especially for large enterprises such as Taikang Life Insurance, this paper takes the customer complaint subsystem of Taiyuan Taikang Life Insurance (Business process Management Phase 3) as the research background. In the design and implementation of the system, considering the expansibility and maintainability of the system, the B / S structure is adopted, and J2EE is used as the Web application framework of the system. In the specific implementation technology, the struts2 Hibernate spring framework is adopted. The database uses Oracle, the application server selects Weblogic. this system realizes the electronic transmission of complaint forms, including complaint acceptance, complaint processing, query statistics, form information management, real-time information tracking, short message service, etc. System management and other functional modules. This paper follows the software engineering design method and development process to complete the system from requirements analysis to test a series of links. After testing, the system has met the design requirements, the system has been put into use, stable operation. This system finally realizes the electronic work form of Taikang Life Insurance, which makes the whole process of handling complaints more efficient, the cooperation among relevant departments has been greatly improved, and the satisfaction of users to enterprises has been improved. The system has achieved the expected construction goal.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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