1、amp; & & & & & l 专业水准 & & & & & & l 工作态度 & & & & & & & & & & & & 客户培训/应用指导l 技术培训效果 & & & & & &l 用户手册的作用 & & & & & &技术支持l 与您联络次数 & & & & & &l 维护要求响应时间 & & & & & &l 维护工作的质量 & & & & & &总体表现您对东大阿尔派的产品/系统以及实施过程是否满意 & & & & & &1表不足记录客户的评价时，可以有附页，附页格式自定，总页数包括所有附页。第 页/共 页1表不足记录客户的评价时，可以有附页，附页格式自定，总页数包括所有附页。
2、第 页/共 页客户满意度调查表软件开发阶段 日期： 年 月 日合同名称：开发部门名称：客户名称：客户方联系人：客户地址：联系电话/传真：项目编号：项目负责人：执行调查部门：执行调查人：调查内容： 很满意 满意 一般 不满意 很不满意 不适用 5 4 3 2 1其他意见开发过程 l 前期需求调研工作、与客户的需求一致性 & & & & & &l 软件项目验收 & & & & & & & & & & & &工程师之表现l 技术能力 & & & & & & & & & & & & l 工作态度 /& & & & & & 客户培训/应用指导l 培训效果 & & & & & & & & & & & &l
3、 用户手册等技术文档 & & & & & & & & & & & &1表不足记录客户的评价时，可以有附页，附页格式自定，总页数包括所有附页。第 页/共 页1表不足记录客户的评价时，可以有附页，附页格式自定，总页数包括所有附页。 第 页/共 页客户满意度调查表客户服务 日期： 年 月 日合同名称：开发部门名称合同执行部门名称：客户名称：客户方联系人：客户地址：联系电话/传真：项目编号：项目负责人：执行调查部门：执行调查人：调查内容： 很满意 满意 一般 不满意 很不满意 不适用 5 4 3 2 1其他意见售后服务 l 维护请求响应时间 & & & & & &l 技术水平 & & & & & &l
4、 工作态度 & & & & & &l 维护工作质量 & & & & & &投诉办理l 投诉请求响应时间 & & & & & & & & & & & & l 投诉办理质量 & & & & & & & & & & & &ll 工作态度 & & & & & & & & & & & & 800热线l 工作态度 & & & & & &l 问题解答 & & & & & &l服务网站l 访问速度 & & & & & &l 信息内容 & & & & & &l 问题解答 - 1 - Roland Berger Roland Berger perhaps additional software for a con
5、nection to ERP systems Group companies Connection directly to the companies ERP system Required technology infrastructure Source: Roland Berger interactive effects; special features, .) additional software applications (e.g. content management software, log file analysis tools, .) E-commerce softwar
6、e Procurement software Market place software E-commerce software IT system integration (data migration, interfaces management, .) IT infrastructure and Internet access (hardware, databases, web hosting, .) Connection via interface database Discussion_Paper_SAG.ppt - 87 - E-commerce at the front-end
7、means marketing, selling, and interactive customer relationship management 1) Depending on country regulations front end e-commerce SellingMarketing CRM OTC-commerce Internet pharmacies Claim management with health insurance and HMOs1) New organization of sales force E-detailing of drugs to doctors
8、in practice and hospital Electronic prescription writing Online product information (e.g. epocrates) Ads on other webpages Link mangement on the web Increase of patient compliance Doctors (practices, hospital) Patients (severe, chronic, OTC, prevention) Hospital purchasers/pharmacist Paymasters, hea
9、lthcare officials Indirect product marketing through content sites Info sites, electornic brochures, permission marketing Cost reduction in medicalcommunication Bi-directional flow of information/steady marketing effort toward clients Build up relationship to: “Build your community Source: Roland Be
10、rger to which conditions? Content sources and managementWhere does the content come from and how is it managed/updated? Source: Roland Berger direct contact to call center - Portal content features - Source: Roland Berger & Partners Discussion_Paper_SAG.ppt - 91 - The business concept represents the
11、 basis for a concrete IT-concept Business concept Know-how IT concept 1.Total architecture 1.1Development platform 1.2Runtime environment 1.3Web- and application server 1.4Security/firewall 1.5Mail server and API 1.6Relevant legacy systems 1.7Host/mainframe 2.Data model 2.1Relevant legacy systems 2.
12、2Platforms, formats 2.3Data model specifications 2.4Extraction components 2.5Persistence 3.Provider concept 3.1Administration 3.2Access administration 3.3Training/train the trainer 4.Proof of concept 4.1Functional blocks and extent 5. CRM-Strategy Strategy Source: Roland Berger & Partners Discussion
13、_Paper_SAG.ppt - 92 - The Internet platform needs to have different kinds of interfaces in order to connect its partners and customers Schematic Source: Roland Berger & Partners Homepage Internet WebserverDatabase Interfaces to partners and customers Firewalls Interface 1 Interface 2 Interface 3 Log
14、istics provider: Exchange of order data Content provider: Set up and main- tenance of content Key customers: Electronic product ordering, billing etc., connection to ERP systems Discussion_Paper_SAG.ppt - 93 - Several technological success factors have been identified and shall be obeyed Source: Rol
15、and Berger & Partners Technological success factors Security Firewalls need to be installed A sophisticated access authority concept with various security levels is required Each customer needs only one password Intuitive and simple structure of the pages in order to make navigation more easily and
16、to increase speed of page loading Various interfaces (between group companies, customers, logistics providers) need to be installed data exchange should be possible in both directions Platfo rm architecture needs to be modular in order to be able to connect further applications/modul es in the future Systems should be available on a 100% basis Scale of the system needs to be set up to co
