Design of a Model and System Framework for On-Line Diagnosis
| Autor: | Chun-Yen Tseng, 曾春燕 |
|---|---|
| Rok vydání: | 2003 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 91 The increasing use of the World Wide Web (WWW) has changed the business models and increased business globalization. To meet increasing global competition, enterprises are required to emphasize quick response to rapid market changes and customer expectations based on innovation.「Customer Relationship Management」 is believed as one of the promising strategies to meet customers’ requirements and 「after-sale service」is one of the most critical customer relationship management activities. After investigation on the needs of after-sale service and the functionality of current after-sale service systems, this research developed an on-line diagnosis system framework to facilitate the implementation of on-line diagnosis system based on a proposed case-based on-line diagnosis model. A case-based search mechanism was designed to provide functionality for verbal query on possible causes of product breakdowns to help eliminate the breakdowns and avoid unnecessary repairs. With the verbal question and diagnosis query mechanism, the users will be able to perform diagnosis and repair by themselves, that will in turn help enterprises quickly response to the requirements of diagnosis and consequently increase degree of satisfaction and enterprise competitiveness. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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