注_此范文仍有可能存在不足之处.doc

PAGE PAGE 4 注：此范文仍有可能存在不足之处，仅供参考！ Improve the Customer Complaints Handling System in XXX for Enhanced Efficiency and Effectiveness Submitted by XXXXX Student ID number: W2001AXXXXXXXX Supervised by XXXXXX A paper submitted in fulfillment of the requirements of the degree of Bachelor of Arts Institute of Online Education Beijing Foreign Studies January 2005 论文中文摘要 XXX国际铸造有限公司（XXX）是一家以生产汽车发动机缸体和缸盖铸件为主、通过了ISO9000认证并且正在申请QS9000认证的中美合资企业，其客户以国外的汽车或汽车发动机厂家和国内的合资汽车发动机厂家为主。随着客户的增加和产品种类的增多，产品售后服务逐渐成为客户投诉的一个重点，具体来说，多家客户认为XXX对客户产品投诉做出反应所花费的时间周期比他们预想的要长，而且中间缺乏与客户对产品投诉处理的进展情况进行及时、有效的沟通。本文希望利用互联网这一不受时空限制的通讯平台，通过建立一个网页形式的“客户投诉处理系统”来解决这一问题。而且利用两个多月的时间完成了对这一课题的初步分析、调查、计划和实施。 其间所采用的研究方法包括：原因分析法、调查问卷和集思广益法（Brainstorming）等方法。 通过研究和实践，最后得出结论：利用互联网网页技术可以建立一个新颖的客户投诉处理系统，其在超越时空限制、及时性、信息的长期有效性、沟通的交互性方面具有独特的优势，是对常规的、通过电话、传真、电子邮件、人员访问等方式建立的客户投诉处理系统的一个有力的补充与发展。 尽管这一方式有上述一些优点，值得在企业推广，但另一方面，随着互联网上病毒、黑客、木马的泛滥，在如何保证这一系统的安全性方面还需要做进一步的探讨。  Abstract It presents a detailed report on the project implemented to improve the conventional customer complaint handling system in XXX(XXX Casting Co., Ltd), which tends increasingly to affect the reputation and sales adversely of XXX due to its failure to respond some customers’ complaints as quick as customers expect. It is hypothesized that the inefficiency and ineffectiveness of the existing customer complaint handling system in XXX can be rectified by means of establishing an internet-based customer complaints handling system. This hypothesis is verified by a two-month project implementation. Methodologically, three methods are used in the process, and they are cause analysis, questionnaire survey, and brainstorming. It is concluded preliminarily that establishing an internet-based customer complaints handling system with Webtechnique is feasible in an enterprise, serving as compensation and development of conventional customer complaints handling system that are built on the basis of telephone call, fax, email and personal visits. Although this intern