A Customer Support Systems Development Method―Study on the Consumer and Community

• Main Authors: Kun-Rung Lee, 李坤融
• Other Authors: 作者未提供
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/h7wmtg

碩士 === 銘傳大學 === 資訊管理學系碩士班 === 97 === With the internet correlation technology and internet bandwidth’s upgrade, the application and service about internet become more and more mature. In recent years, popular applications and services are e-commerce, knowledge management and community as several major topic. But these technologies upon are to be short of an integration application, and have their own advantage and disadvantage, so customer get a low efficiency when they are using supporting service. So this paper is based on the CSS(Customer Support Systems)(Ormanr,2007) framework, To provide a four-phase development of methods, to resolution these question upon, and let each systems, customers and suppliers can be achieve the purpose of an effective two-way flow of knowledge. This method in four stage, first of all, understand the needs, then generate the use case diagram and activity diagram, and generate system architecture component. Then we make a interaction behavior analyze. This paper is an objected-oriented development method who is based on UML. In this way I hope to provide customers with integrated support services.