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Research on Comprehensive Evaluation and Improvement for Customer Claims Information System of a Company

Author: LuZuo
Tutor: MaLing; WeiChunYang
School: East China University of Science and Technology
Course: Project Management
Keywords: information system customer claims evaluation methods fuzzy comprehensiveevaluation index system
CLC: TP315
Type: Master's thesis
Year: 2014
Downloads: 9
Quote: 0
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Abstract


For the big size of the information and large number of sub-companies, and the large enterprises have many management layers, they always use information system to do the management and operation. Dealing with customer complaints and claims is very important to a company, it can keep a good relationship with customers and make promote to the products, and it can enhance the market competition ability of the company, all companies pay a heavy attention on the claims and complaints management and handling. Now claims and complaints systems are using in lots of companies. During the operation of the system, the user may complain that the system has lots of defects and it needs to be improved. We paid attention on the development of the system, but never consider about the evaluation of the system from company management team and system user point of view, the evaluation of the system is the premise for the system improvement.During the operation of the customer claim system of A company, we received different feedbacks from user, someone thought it was good, someone thought it was not convenient enough, so we need to do an impersonal evaluation for this system. In this thesis the characteristics of customer claim system in worldwide, information system evaluation and evaluation methods are first reviewed, followed by the detailed analysis of the operation background of A company and marine coating industry, and show the actuality of the customer claim system of A company. Fuzzy comprehensive evaluation which combines with AHP was established, and the internal expert team did an evaluation for GCCS according to the index system which was suitable to GCCS. During the evaluation, AHP was used to calculate the weightiness of each index, and fuzzy evaluation method was used to give out the final result. At the end, according to the detail analysis of the evaluation result, the improvement suggestions for GCCS were raised to improve the index which get poor result, and also were analyzed if it was available for practice.

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Management procedures,management systems
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