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企业信息化应用的成效是否显著,其重点在于软件应用的效果如何。而在用户使用各种软件的过程中,不可避免的会出现这样那样的问题,需要软件商加以解决。同时,用户自身的情况也在发生着不断地变化,对软件的各种功能也相应地提出了各种要求。如此一来,软件商对已售出产品的服务支持就显得尤为重要,高质量的服务就意味着用户能充分地应用软件的各种功能。针对在软件服务的过程中,软件服务的核心能力体现在何处?软件服务应该依据什么标准?怎样来衡量软件服务的质量?软件功能的不足能否用加强服务来弥补?如何判断用户提出的要求是新需求?用户对软件服务不满意在哪儿?软件服务商提高服务水平的瓶颈在哪儿?等等诸多问题,我们邀请到国家图书馆自动化部副主任魏大威、北京合众思壮科技有限公司信息部经理林更、山东东阿阿胶股份有限公司信息技术部部长沈渴望以及Sybase软件(中国)有限公司售后服务技术经理魏建东、北京奇正软件系统有限公司客服部总监顾安娜一起进行了讨论。
The effectiveness of enterprise information application is significant, the focus is on the effectiveness of software applications. In the course of users using a variety of software, there will inevitably be such a problem, you need software vendors to solve. At the same time, the user’s own situation is also constantly changing, the various functions of the software also put forward various requirements accordingly. As a result, software vendors on the sale of products has become particularly important service support, high-quality service means that users can fully apply the various functions of the software. In the process of software services, software services core competence reflected in what? Software services should be based on what criteria? How to measure the quality of software services? Software features can be used to enhance the lack of service? How to determine the user’s proposed Requirements are new needs? Users are not satisfied with the software services where? Software service providers to improve service levels where the bottleneck? And so on many issues, we invited Wei Dawei, deputy director of the National Library of Automation, Beijing Hezuo Si Zhuang Information Technology Co., Ltd. Manager Lin, Dong E-Jiao, Shandong Information Technology Minister Shen desire and Sybase Software (China) Co., Ltd. Wei Jiandong, technical manager of service, Beijing Qizheng Software Systems Co., Ltd. Gu Anna, director of customer service were discussed.