Research and Implementation of After―sales Management System of Enterprises Base

Abstract： With the globalization of market and economy， more and more enterprises realize the importance of after-sales service system. However， traditonal after-sales service system only focuses on the business process of system， and ignores important information of after-sales service data. It is data mining technique that solves the problem as a knowledge discovery technique. Data mining technique only can discover potential and valuable information and knowledge in lots of data for decision support. The paper analyzes the business process of after-sales service of enterprises， uses the idea of J2EE design mode， and expounds the development design of the system including the design of J2EE frame， functional module， system component and database.

Key words： data mining， J2EE， MVC， after-sales service system

1 Introduction

The competitive advantage of enterprises is from the high evaluation of customers on products or service， and service quality has become the new focus of trade competition， so how to combine information management to improve service quality effectively has become one of the hot topics in recent years. In order to improve business operation efficiency and promote the scientificalness of decisions， after-sales departments of enterprise establish new after-sales management systems， or reintegrate and for new after-sales information management system based on the existing information system. For the characteristics that after-sales network of enterprises are widely distributed and data needs to receive centralized processing， the system uses B/S mode to ensure the safety of data while processing remote business data. The system faces all after-sales network， regions and after-sales service department all over the country， and makes comprehensive management on after-sales. According to the difference of businesses， the manager of after-sales service departments authorizes the after-sales network and department， and each department and network accesses the after-sales service system through internet. The system requires user login. And the system should be maintainable， extendible and portable， which meets the requirement of the development in the future.

The after-sales service system of enterprises has lots of customer information， maintenance information and supply and demand information of parts which determines the advantages and disadvantages of enterprise operations. Analyzing and processing the information effectively and rapidly can find out the rule and mode to achieve the required knowledge， which can help the enterprises t to make decisions. In after-sales service system，