基于B/S企業(yè)售后服務(wù)管理系統(tǒng)的設(shè)計(jì)與實(shí)現(xiàn)

摘  要
隨著科技發(fā)展和社會(huì)進(jìn)步，尤其是計(jì)算機(jī)大范圍的普及，計(jì)算機(jī)應(yīng)用逐漸由大規(guī)?？茖W(xué)計(jì)算的海量數(shù)據(jù)處理轉(zhuǎn)向大規(guī)模的事務(wù)處理和對(duì)工作流的管理，這就產(chǎn)生了以臺(tái)式計(jì)算機(jī)為核心，以數(shù)據(jù)庫(kù)管理系統(tǒng)為開(kāi)發(fā)環(huán)境的管理信息系統(tǒng)在大規(guī)模的事務(wù)處理和對(duì)工作流的管理等方面的應(yīng)用，特別是在企業(yè)提高自身競(jìng)爭(zhēng)力方面有著舉足輕重的效果。一個(gè)好的售后服務(wù)體系可以直接反應(yīng)出一個(gè)企業(yè)的整體水平，而很多企業(yè)還依舊停留在老式的人工售后服務(wù)管理之中，有著業(yè)務(wù)處理方式落后、信息傳遞遲緩、差錯(cuò)率高、效率低下等諸多問(wèn)題。基于B/S的企業(yè)售后服務(wù)管理系統(tǒng)是以Dreamweaver8為平臺(tái)建立的一款為中小型企業(yè)服務(wù)的售后管理系統(tǒng)，為中小型計(jì)算機(jī)銷售企業(yè)的售后服務(wù)信息化提供了一種新的解決渠道。
本系統(tǒng)的主要任務(wù)是設(shè)計(jì)開(kāi)發(fā)一個(gè)基于ASP技術(shù)和SQL Server 2005數(shù)據(jù)庫(kù)的企業(yè)售后服務(wù)管理系統(tǒng)。其主要技術(shù)要求包括：掌握基于Web開(kāi)發(fā)所需的各項(xiàng)技術(shù)，包括HTML、動(dòng)態(tài)網(wǎng)站編程技術(shù)ASP、數(shù)據(jù)庫(kù)SQL Server2005知識(shí)等。主要實(shí)現(xiàn)企業(yè)售后服務(wù)信息的維護(hù)(增加、刪除、修改等)操作，可維護(hù)的信息包括產(chǎn)品安裝、維修、退換、回訪、投訴等一系列活動(dòng)中需要商家積極投入并及時(shí)記錄的信息。本系統(tǒng)還可以方便廠商對(duì)產(chǎn)品和服務(wù)的質(zhì)量進(jìn)行追蹤和管理。
本論文通過(guò)軟件工程思想對(duì)軟件進(jìn)行了詳細(xì)的需求分析，并先后研究了售后服務(wù)系統(tǒng)的現(xiàn)狀與意義，設(shè)計(jì)了售后服務(wù)解決方案。文中還簡(jiǎn)紹了系統(tǒng)的主要業(yè)務(wù)功能，系統(tǒng)架構(gòu)，以及數(shù)據(jù)庫(kù)和界面的設(shè)計(jì)與實(shí)現(xiàn)，最后對(duì)系統(tǒng)的整個(gè)流程進(jìn)行了測(cè)試并總結(jié)歸納了系統(tǒng)的優(yōu)缺點(diǎn)，以及可以改進(jìn)的地方。本系統(tǒng)采用了ASP+SQL Server技術(shù)設(shè)計(jì)了基于ASP平臺(tái)的售后服務(wù)系統(tǒng)，基本完成了各種要求。

關(guān)鍵詞：ASP；SQL Server 2005；售后服務(wù)管理系統(tǒng)；數(shù)據(jù)庫(kù)

Based on B/S enterprise after-sales service management system design and implementation
Abstract
Along with the science and technology development and social progress, especially computer wide range of popularization, computer application gradually from the large-scale scientific computing mass data processing to mass of transaction processing and the management of workflow, which has made to desktop computers as the core, with database management system for the development environment management information system in the large-scale transaction processing and of workflow management, etc., especially the application of the enterprise to improve their own competitiveness has important effect. A good after-sales service system can directly reflects the overall level of an enterprise, and many enterprises are still stay in old-fashioned artificially after-sales service, with business administration of handling backward, information to deliver a delay, the error ration is high, low efficiency such problems. Based on B/S enterprise after-sales service management system is to establish a platform Dreamweaver8 money for small and medium enterprises service service management system, computer sales for small and medium size enterprises after-sales service information provides a new solution channels.
The system's main task is to design, develop, a based on ASP technology and SQL Server 2005 database of enterprise after-sales service management system. Its main technical requirements include: master based on Web development all the necessary technology, including HTML, dynamic website programming technology ASP, database SQL Server2005 knowledge, etc. Main realization enterprise after-sales service information maintenance (add, delete, modify etc) operation, maintainable information including product installation, repair, replacement and return visit, complaints and so on a series of activities need merchants active in and timely information recorded. This system can also convenient manufacturers in product and service quality, tracking and management.
This paper, by software engineering idea of software in detail the requirement analysis, and successively studies the after-sales service system present situation and the significance, designed the after-sales service solution. The paper also JianShao the system's main business functions, system structure and database and interface design and implementation of the system, finally to the whole process and tested were summarized, and the advantages and disadvantages of the system can be improved place. The system USES ASP + SQL Server technology design based on ASP platform after-sale service system, basic complete various requirements.

Keywords: ASP;SQL Server 2005; After-sales service management system;Database

目  錄
1 緒  論 1
1.1 課題研究背景與意義 1
1.2 課題發(fā)展現(xiàn)狀 1
1.3 本課題主要研究?jī)?nèi)容 2
2 可行性研究與需求分析 4
2.1 系統(tǒng)可行性研究 4
2.1.1 經(jīng)濟(jì)可行性 4
2.1.2 技術(shù)可行性 5
2.1.3 操作可行性 6
2.2 需求分析 6
3 開(kāi)發(fā)工具介紹 8
3.1 Dreamwear簡(jiǎn)介 8
3.1.1 最佳的制作效率 8
3.1.2 網(wǎng)站管理 9
3.1.3 無(wú)可比擬的控制能力 9
3.2 SQL Server2005簡(jiǎn)介 9
3.2.1 一體化的特點(diǎn) 10
3.2.2 統(tǒng)一的語(yǔ)法結(jié)構(gòu)，多種使用方式 10
3.2.3 高度非過(guò)程化 10
3.2.4語(yǔ)言簡(jiǎn)潔 10
3.3 B/S簡(jiǎn)介 11
3.3.1 B/S結(jié)構(gòu)簡(jiǎn)介 11
3.3.2 B/S結(jié)構(gòu)的優(yōu)點(diǎn) 11
3.4 Asp簡(jiǎn)介 12
3.5 IIS 簡(jiǎn)介 12
4 系統(tǒng)設(shè)計(jì) 14
4.1 功能設(shè)計(jì) 14
4.1.1 系統(tǒng)管理員模塊 14
4.1.2 工程師登錄模塊 15
4.1.3 系統(tǒng)主管登錄模塊 16
4.2 數(shù)據(jù)庫(kù)設(shè)計(jì) 17
5 系統(tǒng)實(shí)現(xiàn) 21
5.1 系統(tǒng)主模塊 21
5.1.1系統(tǒng)管理員模塊 21
5.1.2 工程師模塊 22
5.1.2 系統(tǒng)主管模塊 22
5.2 登錄模塊 23
5.2.1 登錄模塊介紹 23
5.3 系統(tǒng)功能模塊 24
5.3.1 客戶問(wèn)題管理模塊 24
5.3.2 客戶問(wèn)題分配模塊 24
5.3.3 客戶信息管理模塊 25
5.3.4 服務(wù)調(diào)查管理模塊 26
5.3.5 員工信息管理模塊 26
5.3.6 常見(jiàn)問(wèn)題管理模塊 27
5.3.7 系統(tǒng)用戶管理模塊 28
6 系統(tǒng)測(cè)試 29
6.1 新問(wèn)題的錄入 29
6.2問(wèn)題的分配 30
7 總  結(jié) 33
附  錄 34
參考文獻(xiàn) 51
致  謝 52