It has low degree in automation , is limited to release of information , and difficult to make server flow automation . the papers discusses the web services application in intelligent building oas , and study to make server flow automation in public - iss with web services technology , and gives an implementation of web services - - traveling reservation server 本文讨论webservices技术在以internet为平台的智能大厦办公自动化系统( oas )中应用，研究了用webservices技术来解决大厦公共服务系统中的旅游预定服务流程自动化，并给出了其中的一个webservices的实例应用? ?旅游预定服务。
Riding the east wind of national tourism administration ' s " golden tour project " , the setting - up of the domestic hotel e - commerce will make the hotels offer more services to the tourists with lower cost . it raises hotel marketing efficiency towards guests from both domestic and abroad . it can also communicate with guests on the internet to get their information , improve the flow of serving and service quality , and change the whole commercial mode , to create new digital value 乘着国家旅游局“金旅工程”的东风，国内饭店电子商务的建立将使饭店以更低的成本向旅游者提供更多的服务，提高饭店对国内外散客的营销效率，并通过及时互动与沟通，获得客户信息、改善服务流程、提高服务质量，通过变革整个商业模式，创造新的数字化价值。
Regarding it , i would give my countermeasures and suggestion on upgrading the cs of domestic financial services , successively in the point of view of the management of customer expectations , the management of customer perceptions and the balance management : ( 1 ) to manage customer expectations by clarifying , communicating with and choosing customers ; ( 2 ) to improve customer perceptions depending on establishing the " customer - focused " merchanism , reconstructing processes of frnanical services and enhancing the leverage factor of employees ; ( 3 ) to balance customer expectations and perceptions by remedying services , according to the theory of " windows of customers " and " customer mentality " 第三部分，在上述理论与实证研究的基础上，根据顾客满意度形成的机理，从顾客期望管理、改善顾客感知，以及均衡顾客期望与感知三方面，提出了改善我国金融服务顾客满意度的建议：通过识别、沟通、筛选顾客来管理顾客期望；以建立“以顾客为中心”的决策机制，再造金融服务流程、提升员工的杠杆因素等手段，改善顾客的服务感知；依据“顾客之窗”原理，运用顾客心理理论，采取补救服务的策略实现顾客感知与期望的均衡。
A prototype system isflow / collaborator , based on the collaboration model and collaboration description language , is implemented . in this thesis , we introduce isflow ' s architecture and its realization technology . we focus on architecture of conversation server , the structure of conversation interpreter , its schedule arithmetic and realization technology 本文研究web服务流程协作原型系统isflow collaborator的设计和实现，论述isflow体系结构、会话服务器的设计和实现技术、会话流程解释器的构造和运行算法、会话控制器的实现技术等。
That this council urges the government to allocate more resources , improve the process of service delivery and strengthen the interface of the services for mental patients , so as to provide them with sustained and comprehensive treatment , aftercare and rehabilitation services and to help them re - integrate into the community 本局促请政府为精神病人增拨资源改善服务流程及加强服务间的衔接，以便为他们提供持续及全面的治疗续顾及复康服务，从而帮助他们重新融入社群。
This paper stresses on discussing the architecture , access protocol and implementation mechanism based on xml and web services technologies , researches key technologies of metadata information service and data uniform access and management in database grid , designs and implements distributed mis subsystem and das subsystem , which support multi - domain management . mis can provides metadata information for the whole system , such as das and clients , it uses domain name 、 logical name and internal name of data object to uniformly name database resources in grid and implements name mapping mechanism and user view metadata information service and provides virtual organization and management of database resources . das can provide a scalable uniform data access by virtual organization and management of storage resources and multi - mode data share access mechanism , thus integrate database resources in grid and shields distribution and heterogeneity of resources and achieves transparent access . system adopts data access mechanism based on user request mapping to flexibly implement data access across multi domains , and adopts distributed data cache mechanism 、 security mechanism based gsi to provide high - performance secure data service for grid users 本文论述了griddaen - dai系统的逻辑结构、访问协议、数据服务流程以及基于webservices 、 xml等技术的实现策略,重点研究数据库网格中的元服务、数据统一访问和管理等关键技术,设计和实现了支持多管理域的分布式元服务子系统和数据访问服务子系统。其中元服务主要为整个系统提供各种元信息支持,它采用域名、数据对象的逻辑名称、物理名称和内部名称对广域环境下的数据库数据进行了统一命名,实现了相应的名字映射机制和全局的用户数据视图服务,提供了数据库资源的虚拟组织与管理方式;数据访问服务通过提供可扩展的统一数据访问和支持多种数据共享访问模式,屏蔽了数据库资源的分布性和异构性,为用户提供了统一透明的数据服务。
Aiming at the above three drawbacks , this paper researches how to construct a crm - based css , based on the implementation project of changsha zoomlion heavy industry and technology development co . ltd customer relationship management ( crm ) . combining theory with practice and absorbing the foreign theory and research results , this paper focuses on the following three fields : firstly , through the construction of call center in crm , integrated customer contact channel is achieved . secondly , through the implementation and application of customer service and support ( cs & s ) in crm , it is possible to computerize customer service and automate service process 论文采用理论与实践相结合的研究方法，在研究的过程中借鉴和吸收了国外比较成熟的理论及研究成果，主要对以下三个方面进行了具体的研究：首先通过crn客户服务系统呼叫中心的建设宋建设全面统一、融会贯通的客户沟通渠道；其次，通过crm客户服务与支持( cs & s )系统的实施应用，来实现客户服务的信息化管理，以及服务流程的自动化管理；再次，通过crm的精华部分?商业智能在客户服务中的应用，为客户服务提供强大的决策支持。
Chapter 2 introduces the popular is09000 system that is used to analyze service quality . chapter 3 illustrates how to use service management to improve the service quality . in the end of the thesis , get the conclusion that if we can provide industrial service by operation of industrial service system , and improve service quality by service management , finally we can meet the goal of tcs 为符合产业用户对服务快速、高效、专业的要求，必须着重于产业服务体系中的服务组织、服务运作、服务流程、服务信息的有机结合，以系统的运作来保障服务管理的高标准，并且通过服务管理来不断改进服务质量，从而实现产业服务的顾客满意。
It effectively separate logic programming from interface design . moreover , the system combines web services to struts frame . in realization of web services , the system make use of axis which is most extensible and completely opened soap engine 在系统设计上，采用了基于mvc模式的struts框架，有效地实现了界面设计和逻辑编程的分离；并把webservices应用到struts框架中，实现服务流程自动化；在web服务实现上，采用了扩展性最强、完全开放和可插入体系结构的引擎axis 。
In the third part of this thesis , the author analyzes after - sales service of sg automobile sales service company according to working experience and investigation in this company . then a brand new process on after - sales service of automobile sales service company is designed based on that service quality management , which aims at improving customer satisfaction 本文第三部分根据笔者在sg汽车销售服务公司的实践和调查，着重对sg汽车销售服务公司的售后维修服务进行了分析，并应用汽车售后服务质量管理模式重新改进和设计了其售后维修服务流程，及实施新流程后对一于顾客满意度的提升。
