A Collaborative Service Management Information System for Notebook Computer Maintenance

In recent years, due to the increasing needs for information related products in daily life, the information and communication industry is in full flourish. In Taiwan, competition on hardware products has shifted from price and quality to after-sale and maintenance services. If the manufacturer could collaborate with commercial links of the purchaser, supplier, logistic partners and financial service providers, the integral work efficiency would be improved dramatically. The introduction of collaboration commerce through the Internet platform into after-sale maintenance would lead to faster response for customers, to share the component resources in the dealer’s maintenance center and to obtain a better marketing analysis of maintenance cases for the manufacturer. Through interview of notebook PC maintenance agents, functional demands and required process of collaborative maintenance are sorted out in this research. IDEF0 is used to describe the framework of the system. A prototype system is then constructed to demonstrate the feasibility of the research methodology. The system is finally validated by maintenance agents in practice.