Product After-sales Service In Problem-oriented Of E-Learning System Architecture

With the aggravation of the market competition, enterprises have gradually started to pay attention and attached importance to improving the after-sales service level. The traditional service mode costs a lot of manpower and material resources, cannot rapidly and duly answer to customer questions, cannot fully meet the diverse needs of the customers, thus the service is not satisfactory. As an expert knowledge management system, based on the learner’s learning needs, using the information technology, E-learning can provide learners with personalized service. Currently the research of E-Learning focuses on education and training; researchers have done less study on using E-learning to after-sales service area. Therefore, from problem-oriented after-sales service perspective, this paper studies and designs the product after-sales service in problem-oriented of E-Learning system architecture.Firstly, through analysis related literatures about after-sales service, E-Learning and E-Learning architecture which were reviewed; Secondly, on the basis of theoretical research, from after-sales service process aspect, we studied after-sales service elements which included problem-oriented customer solved, service resources and service models and then construct the problem-oriented after-sales service process model; in E-Learning area, there are three elements which are learner characteristic, knowledge system and learning path. After all elements analysis, we built E-Learning process model and analysis E-Learning system structure; thirdly, combining the problem-oriented service process and E-Learning process, we construct the problem-oriented product after-sales service of E-learning process model, analysis the function of E-Learning system, and then based-on the process model and function analysis, design product after-sales service in problem-oriented of E-Learning system architecture. According to the characteristics and needs of different enterprises, we design specific E-Learning system architecture for the kinds of higher enterprise informalization degree and small and micro enterprises.