CN102819767A - Complaining and suggesting system and method based on intelligent mobile communication equipment - Google Patents

Abstract

The invention provides a complaining and suggesting system based on intelligent mobile communication equipment, comprising more than one intelligent mobile communication equipment, more than one server, a client module and a service module. The client module is arranged in the intelligent mobile communication equipment and used for realizing the template input, submitting the complaining and suggesting requests, inputting the complaining and suggesting content, the processing content and the complaining and suggesting feedback and inquiring and displaying the complaining and suggesting content and the complaining and suggesting processing satisfaction degree; the service module is arranged in the server, comprises a template management module, a submitting module, a processing module and a counting module and is used for saving the complaining and suggesting template, the complaining and suggesting content, the processing content and the complaining and suggesting feedback and counting and analyzing the complaining and suggesting content and the complaining and suggesting processing satisfaction degree; and the client module and the service module are used for carrying out data communication through a mobile communication network. The invention also provides a complaining and suggesting method based on the intelligent mobile communication equipment. The complaining and suggesting system and method are easy and convenient to operate.

Description

Complaint suggesting system for wearing and method thereof based on intelligent mobile communication equipment

Technical field

The present invention relates to a kind of complaint suggesting system for wearing, specifically, relate to a kind of complaint suggesting system for wearing, the invention still further relates to a kind of complaint suggesting method based on intelligent mobile communication equipment based on intelligent mobile communication equipment.

Background technology

Intelligent mobile communication equipment among the present invention mainly is meant following three types: a kind of smart mobile phone that is meant; Second kind is meant the panel computer with internet function and telephony feature, and the third is meant that the mobile phone that has conversation and SMS at least adds the panel computer with internet function.Mobile communication network among the present invention comprises mobile internet, is called for short mobile Internet, is the combination of mobile communication and internet; It has experienced 1G, 2G, 2.5G, 3G; Be about to get into the 4G epoch, standard comprises GSM, CDMA, GPRS, CDMA2000, WCDMA, TD-SCDMA, TD-LTE, LTE and Wi-Fi technology, wherein; Wi-Fi is commonly called as WiMAX, is a kind of short range wireless transmission technology that can help user capture Email, Web and streaming video.

" complaint " is meant the complainant because of the impaired behavior to linked groups's opinion self right of rights and interests, and the complainant can be that I also can be acted on behalf of by other people, and the complainant promptly is the complainant, and promise ensures being organized as by the complainant or the side of accepting of complainant's rights and interests." suggestion " then typically refers to the outwardness to a people or something, and individual or entity proposes opinion or the suggestion of oneself, makes its condition that possesses certain reform and improvement, makes it go towards better, positive aspect to improve and development; The individual or entity that advises is suggestion side, and the individual or entity that receives suggestion is called the side of being proposed, take over party or the side of accepting.Above-mentioned complainant and suggestion side also can be described as by the side of accepting.

Traditional complaint or suggestion can have following dual mode to carry out: a kind of is to complain or suggestion through paper spare; The workload that its shortcoming is statistics is big, task is heavy, often because complain or the paper spare of suggestion is damaged or lose cause can not be complete, content that reflection is correctly complained or advised; Another kind is to complain or suggestion through phone; Though this mode can be avoided the paper sheet break or the loss situation that occur in the paper spare mode; Yet must be equipped with the special messenger and be responsible for answering complaint or suggestion, inefficiency; And complaint or suggestion that the special messenger also needs to give an oral account be converted into written matter, strengthened special messenger's recorded content and statistics workload, be not easy to work; Above-mentioned dual mode all can not obtain to complain or advice content apace, and need collect complain with advice content after, again the content of complaining or advise is added up or analysis, efficient lower.

Along with computing machine and rapid development of network technique; Informationalized complaint or proposed way are widely used; Two kinds of approach are generally arranged; A kind of complainant of being or suggestion square tube are crossed to what announce and are accepted complaint or advise that the transmission of E-mail address is complained or the suggestion mail, accept this E-mail address of Fang Zecong and obtain complaint or processing such as advice content is added up, feedback; Another kind of approach is: the side of accepting provides the simple complaint or the suggestion page in portal website, and complainant or suggestion square tube are crossed this page and filled in complaint or advice content, by portal website foregoing are pushed to the relevant responsible official of the side of accepting then.With respect to traditional mode, informationalized complaint or proposed way can be collected quickly and complained or advice content; Yet; In the complaint or proposed way of existing informationization; The data message of complaining or advising is non-modularization, also non-structured both; The side of accepting can not so, can not realize complaining or advising the operations such as automatic processing, statistics, feedback and statistical study of data message according to the content that must comprise in next self-defined complaint of own related professional theme or the suggestion; And; The not enough standard of the treatment scheme of existing information complaint or proposed way, most system receive only to be complained or suggestion, but the result of feedback processing not; More can not support the repeatedly mutual and feedback of same complaint or same suggestion; Must repeatedly submit complaint or suggestion in the existing information mode to and repeatedly check result, cause complex operation, have a strong impact on work efficiency, can't realize truly " informationization "; Moreover; Existing information-based complain or proposed way must be carried out in the steady job place with computer equipment, complainant or suggestion side can not complain or advise in time, the side of accepting can not be to rapidly, carry out handled to the complaint or the content of advising in time.

Summary of the invention

The purpose of this invention is to provide a kind of can information-based contents processing and fast and easily based on the complaint suggesting system for wearing of intelligent mobile communication equipment, to solve the deficiency of above-mentioned prior art.

For solving the problems of the technologies described above, the present invention provides a kind of complaint suggesting system for wearing based on intelligent mobile communication equipment, and this complaint suggesting system for wearing comprises: more than one intelligent mobile communication equipment, more than one server, client modules and server module; Client modules is installed in the intelligent mobile communication equipment; Be used to realize the masterplate input; Submit to and complain suggestion requests, complain advice content and the input of complaining the suggestion feedback, and complain advice content, complain the suggestion contents processing and complain suggestion to handle the query display of satisfaction; The service end module is installed in the server; Comprise the masterplate administration module, submit module, processing module and statistical module to; Be used to realize complaining the preservation of suggestion masterplate; The preservation of complain advice content, complaining the suggestion contents processing and complaining the suggestion feedback opinion, and complain advice content and complain suggestion to handle the statistical study of satisfaction; Client modules and service end module are carried out data communication through mobile communication network.

Visible by last scheme; The present invention is through installing client modules in intelligent mobile communication equipment; Build-in services end module in the server; Can be passed through intelligent mobile communication equipment by complainant (side of being proposed or the side of accepting), complain the type of suggestion to import the masterplate of complaining suggestion, and come complaining advice content to carry out handled and feedback according to treatment scheme and display format according to difference.Therefore; Can be come explication to be fit to the complaint suggestion masterplate of all kinds of concrete business according to the scope of business of oneself by the complainant, comprise: element, display format, treatment scheme etc., thus the structuring and the modularization of advice content are complained in realization; So; Help clearly to define the content of complaining suggestion, be convenient to accurate understanding of related personnel and correct handling and complain the content of suggestion, realize automated analysis, statistics and the relevant treatment of complaint advice content and feedback thereof.The present invention is provided with the treatment scheme of complaining suggestion in complaining the suggestion masterplate, the standard of can standardizing is complained the treatment scheme of suggestion, clearly by the responsibilities of complainant (side of being proposed or the side of accepting); When concrete business changes; Can be by complainant (side of being proposed or the side of accepting) through increasing or revising and complain the suggestion masterplate; Adjustment complains element, display structure, the treatment scheme in the suggestion masterplate to adapt to variation, need not to change to complain suggesting system for wearing or replenish research and development; So, really realized complaining the informationization of suggestion process to handle.And; The present invention is based on intelligent mobile communication equipment and realizes; Existing intelligent mobile communication equipment; As: Android smart mobile phone, iphone; And relevant service and hardware device all comparative maturity with popularize, complainant (suggestion side or by the side of accepting) is through intelligent mobile communication equipment, submits the content of complaining suggestion whenever and wherever possible to, checks result that complaint is advised and statistical study situation, the feedback processing satisfaction; In time, promptly handled the content of complaining suggestion by complainant (side of being proposed or the side of accepting) through intelligent mobile communication equipment, and the content of suggestion is complained in inquiry and complain suggestion to handle the statistic analysis result of satisfaction situation.Easy to use, and can complain suggestion and relevant treatment and feedback quickly.

Another object of the present invention provides a kind of complaint suggesting method based on intelligent mobile communication equipment; This complaint and suggesting method are in intelligent mobile communication equipment, client modules to be installed; Build-in services end module in server; The service end module comprises the masterplate administration module, submits module, processing module and statistical module to, and client modules and service end module are carried out data communication through mobile communication network.Concrete complaint and suggesting method are following: step 1: accept element, display format and handling process that square tube is crossed client modules input complaint suggestion masterplate, the service end module is preserved above-mentioned data; Step 2: accepted square tube and cross client modules selection complaint suggestion module; Submit to and complain suggestion requests; The service end module receives complains suggestion requests, advises that based on complaining masterplate reads corresponding element, display format and handling process, and preserves by the complaint advice content of the side's of accepting input; Step 3: the handler who sets in the handling process complains the suggestion contents processing through the client modules input; Accepted square tube and crossed client modules input complaint suggestion feedback opinion; The service end module is based on the handling process of complaining in the suggestion masterplate; Processing complains advice content, feedback to handle, and also preserves and complain suggestion contents processing and complaint suggestion feedback opinion; Step 4: the service end module will be complained the content of suggestion to handle the satisfaction statistic of classification with complaint suggestion and analyze.

Visible by last scheme; Use the present invention; Can be by complainant (side of being proposed or the side of accepting) according to type of service and the concrete condition of oneself; At first import and complain the suggestion masterplate through intelligent mobile communication equipment; Complain advice content and complain element, display structure and the treatment scheme of advising feedback opinion with definition, complainant (suggestion side or the quilt side of accepting) is according to preset treatment scheme, with complaining advice content to be input in the content of corresponding element; By complainant (side of being proposed or the side of accepting) also is to come complaining suggestion to carry out handled according to treatment scheme, and the service end module can be to complaining advice content and complaining suggestion to handle satisfaction and carry out the statistic of classification analysis; So; Realized complaining the structuring of advice content and the standardization of treatment scheme, in conjunction with the masterplate of complaining advice content, accepting can be to make the treatment scheme that meets the organization and administration system; Also can satisfy between individual and the tissue and repeatedly confirm and the needs of repeatedly linking up with regard to result; Realize to complain suggestion from propose to handle, again to the comprehensive informationization of the whole service flow process of feedback, promote tissue and improve workflow management, optimize tissue and person-to-person communicative channel; And then the informationization that can realize complaining advice content data and processing procedure, be convenient to robotization ground and handle the complaint advice content.And each execution in step of the present invention is all accomplished through intelligent mobile communication equipment, as: complain suggestion requests to submit to; Complain the input of advice content, complain the input of suggestion feedback opinion, complain the input of suggestion masterplate etc.; For the complainant, can feed back whenever and wherever possible, apace and complain advice content, check result and the statistical conditions of complaining suggestion; For for the complainant; Can handle the complaint advice content in time, follow the tracks of the disposition of complaining suggestion, quick and easy to use.

Its further technical scheme is to complain advice content, complain the suggestion contents processing and complain the suggestion feedback opinion through phonetic entry or literal input.

In the processing procedure of the present invention to the complaint suggestion; For complaining advice content, complain the suggestion contents processing and complaining the suggestion feedback opinion; Complainant (by the side of accepting or suggestion side or complaint submitter) and can be imported through dual mode by complainant (handler who sets in the side of being proposed or the side of accepting or the treatment scheme): a kind of is through phonetic entry, and a kind of is to import through literal.Be in the occasion that is not easy to the keyboard input characters as the complainant or by the complainant, as: during riding public transportation means, perhaps need input apace to complain under the situation of advice content; As: under the situation it is pressed for time; All can complain advice content, so, simplify input process greatly by phonetic entry; Be convenient to the complainant and submit the complaint suggestion apace to, also be convenient to by the complainant in time to complaining suggestion to handle; When external environment condition is not suitable for phonetic entry, complainant or also can be convenient to import exactly the complaint advice content by the mode of keyboard input by the complainant, so, easy to use.

Description of drawings

Fig. 1 is that the present invention's the network based on the complaint suggesting system for wearing embodiment of Android smart mobile phone connects synoptic diagram.

Fig. 2 is the present invention's the system architecture synoptic diagram based on the complaint suggesting system for wearing embodiment of Android smart mobile phone.

Fig. 3 is the present invention's the process flow diagram based on the complaint suggesting method embodiment of Android smart mobile phone.

The technical term explanation of nouns that the present invention uses is following:

Enhydra Shark---Open Source Workflow engine a kind of, it is fully based on the standard of WfMC (Workflow Management Coalition is a WFMC) and OMG (Object Management Group is an Object Management Group).

Below in conjunction with accompanying drawing and embodiment the present invention is further described.

Embodiment

Complaint suggesting system for wearing embodiment based on the Android smart mobile phone

Referring to Fig. 1, Fig. 2, this example is a complaint suggesting system for wearing based on the Android smart mobile phone, comprises a plurality of Android smart mobile phones; One station server, client modules and service end module all are equipped with client modules in each Android smart mobile phone; Be used to realize the masterplate input; Submit to and complain suggestion requests, complain advice content and the input of complaining the suggestion feedback opinion, and complain advice content and complain suggestion to handle the query display of satisfaction.The service end module is installed in the server; Comprise the masterplate administration module, submit module, processing module, user management module and statistical module to; Be used to realize complaining the preservation of suggestion masterplate; Complain advice content and the preservation of complaining the suggestion feedback opinion, verify the correctness of user profile and preserve right user information, and complain advice content and complain the statistical study of advising handling satisfaction.Client modules and service end module are carried out data communication through mobile communication network or mobile network like 4G, 3G, GPRS, Wi-Fi, GSM or CDMA etc.For say something clear for the purpose of, below be that example is explained only with 1 Android smart mobile phone.

The service end module is used for preserving complaining advises masterplate; Preserve and complain the suggestion feedback opinion; Be used to also verify whether user profile is correct; And with the preservation of right user information, the service end module is to carrying out statistics and analysis to complaining advice content, complaint suggestion contents processing or result, complaint suggestion processing satisfaction.

Wherein, User management module is used to preserve related personnel's information of participating in complaining suggestion and processing; Complaint suggestion and the related personnel who handles comprise: masterplate implementer, complaint are advised submitter (complainant or suggestion side or the quilt side of accepting), are complained the suggestion handler; The masterplate implementer is responsible for definition and complains the suggestion masterplate; Complain the suggestion submitter to be responsible for proposing to complain advice content and feedback, complain the suggestion handler to be responsible for handling and complain advice content, complain the suggestion submitter and complain the suggestion handler in complaining the suggestion masterplate, to be cited in the treatment scheme the suggestion of result.The structural data that user management module is applied to comprises: ID, user login name, address name, phone number and password, above-mentioned data all are kept in the subscriber's meter.

The masterplate administration module is used to receive element, display format and the treatment scheme of complaining advice content, contents processing and complaining the suggestion feedback opinion; Be above-mentioned complaint advice content, contents processing and element, display format and the treatment scheme of complaining the suggestion feedback opinion, and element, display format and the treatment scheme of above-mentioned complaint advice content, contents processing and complaint suggestion feedback opinion saved as the complaint suggestion masterplate of respective type.Wherein, complain the suggestion feedback opinion to generally comprise: for complaining the feedback content of advising contents processing and complaining suggestion to handle satisfaction.The masterplate administration module is used for definition and complains the employed masterplate of suggestion, and functions such as masterplate increases newly, revises, stops using are provided, and it specifically comprises project definition module, formal definition module and flow definition module.What complaint suggestion masterplate comprised thes contents are as follows: masterplate title, masterplate description, masterplate type, project list, display format and treatment scheme.Wherein, The masterplate title is the title property description of masterplate, and it is the detailed description of masterplate that masterplate is described, and the masterplate type is used to identify masterplate and is used for complaining and still is used for suggestion; Below will specify back three that complain in the suggestion masterplate, that is: project list, display format and treatment scheme.The project definition module is used for being provided with the project list of complaining suggestion masterplate masterplate to comprise; Functions such as project increases newly, revises, stops using are provided; Each complains suggestion masterplate masterplate all to comprise a plurality of projects; Which item of information is regulation by comprising in the complaint of this masterplate establishment or the suggestion, and this routine complaint suggesting system for wearing press the data structure of project definition structure masterplate, deposits concrete complaint advice content.Complain suggestion masterplate project mainly to comprise following information: project name, item description, item types, length, decimal place and additional information, project name are meant the title property description of project; Item description is meant the detailed description of project; Item types is meant the stored data type of this project, can be subdivided into: literal, numerical value, date, annex, sublist, enumerate, classification etc.; Wherein, literal, numerical value, date are simple types; Annex can be deposited one or more photo-documents; The project of sublist type can comprise some sub-projects, these project specifies the structure of sublist; Enumerate, the value of the project of classification type selects from predefined scope, this predefine scope partly defines in additional information.Length is used for the length of authentic language and numeric type project.Decimal place is used for the decimal place of stated number font project.Additional information is meant and enumerates, the project of classification type need be provided with additional information, and the additional information of the project of enumeration type is a name list, can from this tabulation, select one during the cuit value.The additional information of the project of classification type is a classification tree, can therefrom select leafy node as item value.For formal definition, each complains the suggestion masterplate to comprise at least one form, supplies the flow definition module to quote.Form is exactly a user interface, comprises a series of UI assemblies, and these assemblies are corresponding with the masterplate project, representes that the content of these assemblies is obtained from the masterplate project of correspondence, and perhaps the content of these assemblies will be updated in the corresponding masterplate project.When foreground program supplies all types of user input, processing, the suggestion of inquiry complaint at the displaying interface, will be by the displaying interface of format specification.For flow definition, each complains the suggestion masterplate to comprise at least one flow process, supplies to submit to when complaining suggestion and uses.Flow process has stipulated to complain suggestion from submitting, handle the manual steps (being the treatment scheme link) that final end need be passed through to.The treatment scheme link has following attribute: handler, form.The handler representes that which user is responsible for handling this link, and general first treatment scheme link does not limit the user, representes that everyone can propose to complain suggestion.Form is represented the displaying interface of this link, and the handler will understand complaint advice content and input process information on this interface.This routine complaint suggesting system for wearing is supported branch, complicated flow process such as parallel.

Complain suggestion submission module to be used for, read and complain corresponding complaint suggestion element, display format and treatment scheme in the suggestion masterplate, and preserve the complaint advice content of input according to the complaint suggestion requests of submitting to.Complain suggestion to submit to module to supply complainant (suggestion side or the quilt side of accepting) to submit to and complain suggestion; This routine complaint suggesting system for wearing will be listed the handling process of predefined all complaint suggestions; Select based on the complainant again: complain the form of the first link setting of suggestion handling process to show the interface, supply the complainant to import the complaint advice content item by item.After this routine complaint suggesting system for wearing is preserved the complaint advice content of complainant's input; Complain suggesting system for wearing can enter into next link of complaining the suggestion treatment scheme automatically; The handler of this link can see this through processing module and complain suggestion, and carry out handled.

Processing module is used for handling complaining advice content based on complaining the corresponding handling process of suggestion masterplate, and preserves the complaint suggestion feedback opinion of input, that is to say to be used to handle complaint advice content that the complainant submits to and to the feedback opinion of result.Processing module comprises following three sub-function: remind by flow processing, abort process and note.Wherein, be from the complaint suggestion treatment scheme of all well afoots, to carry out search operation by flow processing by this routine complaint suggesting system for wearing, the complaint suggestion treatment scheme that current handler is equaled login user is enumerated out, supplies login user to select and processing.This routine complaint suggesting system for wearing is by complaining in the suggestion treatment scheme, and the form display interface that current treatment scheme link is bound shows the relevant information of complaining advice content, supplies login user input contents processing or feedback opinion.Login user elder generation judges according to the complaint advice content information that shows whether processing links processing in the past is reasonable, maybe need replenish so that the prosomite processing is unreasonable if login user is thought, can return to last handler and handle again; Otherwise; After login user input contents processing or the feedback opinion; This routine complaint suggesting system for wearing passes to the handler of next processing links automatically, if current treatment scheme link has been last link of complaining in the suggestion treatment scheme, then directly accomplishes and handles.Abort process is used for complaining suggestion by the treatment scheme operating process, because of special circumstances can't complete operation the time, uses this function directly to end to complain the treatment scheme of suggestion.When login user is selected " termination flow processing ", need input to end reason.Note is reminded and then is used for after complaining the suggestion treatment scheme to be delivered to certain handler; If this handler also handles over time or operates; This routine complaint suggesting system for wearing then can send reminding short message on this handler's of trend Android smart mobile phone, remind this handler in time to handle.

Statistical module is used for statistic of classification and analyzes the complaint advice content and complain the suggestion satisfaction feedback.This module supplies user inquiring and statistics to complain advice content, contents processing and feedback opinion.System in this example can be by complaint suggested quantity and the satisfaction handled in the time timing statistics section.Processing time statistics be in the statistics fixed time scope all complain suggestion on average the feedback processing result is consuming time first; The satisfaction statistics is that all complain the satisfaction situation of suggestion in the statistics fixed time scope; By the project statistics is to advise quantity, processing time and the satisfaction that the value of enumerating of masterplate or branch type project comes the statistic of classification complaint to advise by every kind of complaint.

This example adopts common three-tier architecture to realize, is divided into application layer, data Layer and client layer, below layering carry out detailed introduction.

Application layer comprises server, middleware and runs on the service end module on the middleware; Server belongs to hardware device, and middleware belongs to software platform; Middleware is a key component, and it has determined the structure system of whole application layer even complaint suggesting system for wearing, and middleware can adopt the J2EE middleware of main flow, maturation, as: products such as Weblogic or Websphere.The server of present a large amount of compatible J2EE middlewares; May be used to build this routine complaint suggesting system for wearing, owing to require the service end module can send note in this example, therefore; A SMS platform can be set on server; Like the note cat, so that the service end module is sent note through calling the driver of SMS platform (note cat) to the Android smart mobile phone.Service end module and middleware coupling; Can adopt the stateless session Bean among the J2EE to realize; This routine complaint suggesting system for wearing is created single stateless session Bean; And method is provided at this session Bean, then these methods are issued into interface service by the mode of middleware regulation, so that these interfaces of http service far call that client modules utilizes the http agreement to comprise through middleware; The service end module can be called note cat or third-party SMS platform, and the phone number that in client modules, is provided sends note.The service end module is through the JDBC interface accessing and the storehouse that Updates Information.

The function that the service end module provides comprises: user password checking, user inquiring, user preserve, complain the inquiry of suggestion masterplate, complain the suggestion masterplate to preserve, complain the inquiry of suggestion flow process, complain the suggestion flow processing and complain the inquiry of suggestion relevant information.Wherein, The user password checking is user login name and password according to the client modules input; Verify whether this user has registration in subscriber's meter; And whether the password of input is consistent with the password in the subscriber's meter, only when this user's existence and password unanimity, just returns success prompting, otherwise returns the prompting that checking is not passed through.User inquiring is used for returning all information that subscriber's meter is chosen the user.The user preserves the user profile that then is based on the client modules input, revises subscriber's meter, generates the existing user profile of new user, modification or deletion.Complaining the inquiry of suggestion masterplate is inquiry masterplate type and other parameters according to the client modules input; Return its relevant template information; Complain the inquiry of suggestion masterplate to support following query type at least: masterplate, project, form, flow process; Masterplate is meant all information of complaining in the suggestion masterplate table; Project is meant all records of masterplate repertory middle finger cover half version, and form is meant all records of masterplate form shfft middle finger cover half version, and flow process is meant all records of flow definition correlation table middle finger cover half version related procedure.Complain the suggestion masterplate to preserve and be used for preservation type and concrete data according to the client modules input; Preserve the masterplate relevant information; It supports following preservation type at least: masterplate, project, form and flow process; Masterplate is that the template information that comprises in the concrete data is updated to the masterplate table; Project is that the project information that comprises in the concrete data is updated to repertory, and form is that the format information that comprises in the concrete data is updated to form shfft, and flow process is that the procedure information that comprises in the concrete data is updated to the flow definition correlation table.Complaining the inquiry of suggestion flow process is query type and the relevant information of importing into according to client; Return the information relevant with treatment scheme; It supports following query type at least: can handle affairs, act on behalf item, flow setting and appointment and complain suggestion, can handle affairs is to return the record that all complain the suggestion flow processs, and backlog is from the backlog table, to obtain to wait for that all that import user processing into complain suggestion treatment schemees; Flow setting is according to the flow process ID that transmits; Returning process definition list relative recording, as: complain suggestion masterplate, form, repertory relative recording, specifying and complaining suggestion is according to the complaint suggestion ID that transmits; Returning process definition and table relative recording are as complaining suggestion and masterplate, form, repertory relative recording.Complaining the suggestion flow processing is treatment type and other data according to the client modules input; Preserve or upgrade the content and the flow process Data transmission of complaint suggestion; It supports following treatment type at least: increase newly, handle and end; Newly-increased is that newly-increased complaint suggestion is deposited in the complaint recommendation form that makes up by affiliated masterplate; Upgrade the process action table, generate new process flow operation record, generate the backlog record for next processing links handler, processing is to upgrade the corresponding recommendation form of complaining according to the input data; Judge next treatment scheme link according to direction of transfer; Current treatment scheme link is labeled as treatment scheme link; Delete the backlog record corresponding with current treatment scheme link; Next treatment scheme link is labeled as current treatment scheme link and generates corresponding backlog record, and termination is that the complaint suggestion flow state that imports into is labeled as termination, and preserves and end reason.Complain the suggestion inquiry to be used for query type based on input; Return different information and give the Android smart mobile phone, it supports following query type at least: specify complaint suggestion, complaint suggestion inventory, specify the suggestion of masterplate complaint, the complaint that appointment is complained suggestion to be based on and imported into is advised ID; Return corresponding complaint suggestion data, masterplate form and process action record; Complaint advises that inventory is based on the time range of input, returns submission or submission in the past and uncompleted all complaint advisory information in this period, and comprising: complaint suggestion ID, masterplate ID, complaint are advised title, complaint suggestion time, consuming time, state (the completion of feedback processing result first; Accomplish; End), satisfaction etc., the complaint suggestion masterplate of specifying masterplate to complain suggestion to be based on to import into returns all relative recordings of complaining this masterplate in the recommendation form.

Data Layer comprises server, data base management system (DBMS) and concrete database, and wherein, server belongs to hardware; With the server of above-mentioned application layer be same hardware device, server had both belonged to the composition of application layer, also belonged to the composition of data Layer; Data base management system (DBMS) is the key of data Layer; Can adopt ripe relational database to realize, as: Oracle or SQL Server etc. all can, above-mentioned data base management system (DBMS) is all supported the JDBC API of standard and compatible with the J2EE middleware; And; Present most of server is all supported above-mentioned data base management system (DBMS), and in practical application, the management tool that can utilize data base management system (DBMS) to provide is created empty database; Tables of data and primary data that on this Basis of Database, create to complain suggesting system for wearing to need just can form the required concrete database of the complaint suggesting system for wearing of this example.This routine database section comprises like following table: complain suggestion masterplate table, masterplate repertory, masterplate display format table, masterplate treatment scheme table and complain recommendation form; With Oracle is example, can write standard SQL script and create these tables, and the data management instrument that also can utilize Oracle to provide is created table.Wherein, complain the structural data that comprises in the suggestion masterplate table to have: masterplate ID, masterplate title, masterplate are described, the masterplate type; The structural data that comprises in the masterplate repertory has: item id, masterplate ID, item-title, item description, item types, project length, project decimal place, additional information; The structural data that comprises in the masterplate display format table has: form ID, masterplate ID, form title, format description and format content; The structural data that comprises in the masterplate treatment scheme table has: flow process ID, masterplate ID, process name; Complain the structural data that comprises in the recommendation form to have: to complain suggestion ID, masterplate ID, complain the suggestion title, complain suggestion time, satisfaction, project 1, project 2 ... Project n, n are the positive integers greater than 2.Complaining recommendation form is dynamic table, and each complains masterplate to build table separately, except intrinsic complaint suggestion ID, masterplate ID, complaint are advised title, complained the suggestion time data; Other data like satisfaction, project 1-project n etc., all derive from the project definition of this masterplate; Therefore the corresponding data field of each project, complains recommendation form when project definition is preserved, to create synchronously; Be different from other tables, create in advance.The actual flow data structure more complicated that relates in the masterplate treatment scheme table comprises flow definition and process flow operation series of tables, and this example is storage and the processing through the integrated engine Enhydra Shark realization flow related data of increasing income.

Client layer is made up of Android smart mobile phone and operation client modules on it, because the Android smart mobile phone belongs to intelligent mobile communication equipment, and current intelligent mobile communication equipment development and universal very fast; Common on the market smart mobile phone and the panel computer that has the 3G function, at present, domestic mobile phone owning amount is higher; Almost staff is one; It is smart mobile phone that considerable part is wherein arranged, and therefore, this routine complaint suggesting system for wearing is prone to realize.Client modules provides interface, foreground and interactive function for user inquiring, and input data and issue control command realize the masterplate input; Submit to and complain suggestion requests, complain advice content and the input of complaining the suggestion feedback opinion, and complain advice content and the query display of complaining the suggestion satisfaction feedback; Concrete data processing and data processing are then called the service end module and are realized; Because this example is to adopt the ingredient of Android smart mobile phone as client layer, therefore, client modules also must be based on the Android system development; The development environment based on Java that promptly utilizes the Android system to provide makes up with abundant API; Obviously, client modules must be based on mobile system, when using other intelligent mobile communication equipments; Client modules also can make up based on corresponding development environment, like Ios or WinPhone etc.; Client modules provides the foreground interface for users to inquire about, import data and issue control command, realizes complaining and advises managing business target.The front is mentioned and is adopted the Android smart mobile phone to make up our complaint suggesting system for wearing, and then client modules must be based on the Android system development, and the development environment based on java that utilizes the Android system to provide makes up with abundant API.

According to the basic function of complaining suggestion, the client modules that this example provided is divided into following components: login and registration, master control, user management, the management of complaint suggestion masterplate, submission are complained suggestion and are complained the suggestion processing.

Login and registration part are the inlets of this routine complaint suggesting system for wearing, and this complaint suggesting system for wearing utilizes the view component of Android java to make up login window, and this window comprises: logon name and password input frame, login button and registration button.The click event of registration button is handled subroutine and is used to create log-in window; This window comprises input frames such as logon name, address name, phone number, password, when the user has imported above data message, when clicking " affirmation " button; Client modules will call user's saving interface of service end module; Generate new user, so, the user just can should complain suggesting system for wearing with this user identity login.Generally speaking, have only complainant (suggestion side or the quilt side of accepting) just need Add User through logon mode, other users can be input to the complaint suggesting system for wearing through user management module by the keeper.User registration finishes or when having had user identity, can be directly at login window, and " login " button clicked in input logon name and password.The click event of " login " button is handled the user password checking interface that subroutine will be called the service end module, when the service end module is returned the information that checking passes through, complains suggesting system for wearing with continuing to change over to main control part.Complain suggesting system for wearing to be kept in the internal memory,, supply other functional modules to use hereinafter referred to as current login user by the user profile of checking.

Main control part only comprises a master control window, can place five function buttons on the master control window, respectively representative: user management, the management of complaint suggestion masterplate, submission are complained and are advised, complain the suggestion processing, complain the suggestion situation to add up.Complain suggesting system for wearing to handle in the subroutine and call each function treatment program, show the main interface that each is corresponding in the click event of these several function buttons.

The subscriber management function button is used to safeguard that needs use the personnel of this complaint suggesting system for wearing, mainly is complainant (suggestion side or the quilt side of accepting) and the side of accepting (by the complainant or the side of being proposed), also comprises the definition personnel that complain the suggestion masterplate.The main interface of user management comprises user's form and two parts of function button, user's form be by client modules through calling the user inquiring interface of service end module, obtain all user profile, be presented at user's form, supply user inquiring.Function button is meant: client modules should provide newly-increased, deletion and modify feature button at least, supplies the user to safeguard the user who complains suggesting system for wearing.Click event newly-increased and the modification button is handled subroutine and need be created new window; Supply the user to import address name, phone number, password; Complaining suggesting system for wearing will be user's saving interface of parameter call service end with the information of input, preserve user newly-increased or that revise.It need be user's saving interface of parameter call service end with the active user who chooses in user's form only that the click event of delete button is handled subroutine, deletes this user and gets final product.

Complain the main interface of suggestion masterplate management function button to comprise complaint suggestion masterplate form and two parts of function button.Complain in the suggestion masterplate form, client modules obtains all and complains the suggestion template information through calling the complaint suggestion masterplate query interface (query type is a masterplate) of service end module, is presented at and complains suggestion masterplate form, supplies user inquiring.In the function button; That client modules should provide at least is newly-increased, revise and stop using, project, form, flow process function button; Click event newly-increased and the modification button is handled subroutine and need be created new window; Supply the user to import and complain suggestion masterplate title, masterplate description, masterplate type, complaining suggesting system for wearing will be the complaint suggestion masterplate saving interface of parameter call service end module with the input information, preserve the complaint suggestion masterplate of newly-increased or modification; Project, form, flow process function button click event are handled sub-journey according to the complaint suggestion masterplate of choosing, and create the corresponding window that is provided with.Project is provided with that window comprises that a project form and project are newly-increased, modification and deactivation button, complains suggesting system for wearing to call the complaint suggestion masterplate query interface (query type is a project) of service end module, and the project information of obtaining is presented in the form.Click event newly-increased and the modification button is handled subroutine and is created new window; Supply the user to import and complain recommendations title, item description, item types, additional information etc.; Complaining suggesting system for wearing is the complaint suggestion masterplate saving interface of parameter call service end module with input information, preserves complaint suggestion masterplate newly-increased or that revise.It is the complaint suggestion masterplate saving interface of parameter call service end module with the project of choosing in the form that the click event of deactivation button is handled subroutine, is to stop using with this project mark.The formatting window comprises that a form form and form are newly-increased, modification and deactivation button; Complain suggesting system for wearing to call the complaint suggestion masterplate query interface (query type is a form) of service end module; The project information of obtaining is presented in the form; Click event newly-increased and the modification button is handled the window that subroutine is created concrete formatting, and this window utilizes the concrete form of html editing machine editor, and the result is converted into the jsp file; Supply other modules to use; Complain suggesting system for wearing to utilize each assembly and project corresponding relation in the extended attribute record form, after the form input finished, the complaint suggestion masterplate saving interface of complaining suggesting system for wearing to call the service end module was preserved form.The flow setting window comprises that a flow process form and flow process are newly-increased, modification and deactivation button; Complain suggesting system for wearing to call the complaint suggestion masterplate query interface (query type is a flow process) of service end module; The project information of obtaining is presented in the form; Click event newly-increased and the modification button is handled subroutine and is created the window that idiographic flow is provided with; The joining relation of handling between procedure links and each link is set, and the form of stipulating by Open Source Workflow engine Enhydra Shark comes packing data, and the complaint suggestion masterplate saving interface that calls the service end module is saved in the flow definition correlation table.

Submitting to and complaining the suggestion function button is to submit to module to realize through the suggestion of the complaint in the service end module, is used to submit to new complaint advice content.Complain proposal part to comprise and complain suggestion flow startup/newly-increased window, complain suggestion to handle two parts of window; Complain suggestion flow startup/newly-increased window to comprise to handle affairs a form and newly-increased button; Complain suggesting system for wearing at first to create this window; Through calling the complaint suggestion flow process query interface (query type is the item of can handling affairs) of service end module; Obtain all and complain the suggestion treatment scheme to be presented in the form of can handling affairs, supply the user to select suitable complaint suggestion flow process to submit the complaint suggestion of oneself to, start button is used for creating complains suggestion to handle window.Complain the click event of the start button of suggestion flow startup/newly-increased window to handle the flow process that subroutine is selected according to the user; Call the complaint suggestion flow process query interface (query type is flow setting) of service end module; Obtain complaint suggestion flow process and masterplate project, format information; And the format content (the JSP page) of binding according to first link makes up this window, supplies the user to import and complains the suggestion specifying information.The transmission button of complaining suggestion flow startup/newly-increased window to provide; The click event of transmitting button is handled the complaint suggestion flow processing interface (treatment type is for newly-increased) of subroutine call service end module; Preserve the complaint suggestion of input and generate the corresponding suggestion treatment scheme of complaining, hand to next the link handler who stipulates in the flow setting.

Complaining suggestion processing capacity button is through the processing modules implement in the service end module, and this module is used to handle complains suggestion, feedback to the suggestion of result with end flow process.This part comprises three sub-parts: backlog window, complaint suggestion are handled window and are complained suggestion termination window.The backlog window comprises backlog form and processing, pause button; Complain suggesting system for wearing at first to create this window; Through calling the complaint suggestion flow process query interface (query type is a backlog) of service end module, all pending complaint suggestion treatment schemees of obtaining login user are presented in the backlog form, supply the user to handle item by item; Treatment button is used for creating complaining advises handling window, and pause button is used for creating complains the suggestion processing to end window.The window of complaining suggestion processing capacity button to be provided submits to the window of part similar with complaining suggestion; Difference is that flow process starts; Complain the suggestion data also to import; This type just replenishes the input process information or to the feedback opinion of result; Pass to next link handler or rollback and handle for preorder link handler again, so when calling the complaint suggestion flow process inquiry/saving interface method of service end module, the inquiry/treatment type of use is respectively the suggestion of appointment complaint and handles.Complain suggestion to end window and supply the user to import the termination reason, complain suggesting system for wearing to call the complaint suggestion flow processing interface (treatment type is for ending) of service end module, this flow process in the process action table is labeled as termination.

Complaining suggestion situation statistical function button is to realize through the statistical module in the service end module, is used to offer complaint advice content and the contents processing of user inquiring in certain period of statistics.Main interface comprises the time range assembly and complains suggestion paging assembly; The time range assembly comprises two time input frames; The starting point and the terminal point that are used for scope input time complain suggestion paging assembly to comprise general status and by two pages of project statistics, the complaint of general status page invocation service end module is advised query interface (query type is for complaining the suggestion inventory); Complain the suggestion title, complain and advise submission time, consuming time, state (the completion of feedback processing result first with the form demonstration; Accomplish, end), information such as satisfaction, and show on average the consuming time and average satisfaction of feedback processing content results first with textual form.Comprise complaint suggestion masterplate choice box and complain the suggestion form by the project statistics page; The complaint of complaining suggesting system for wearing to call the service end module is advised masterplate query interface (query type is a masterplate), all masterplates is presented at tells suggestion masterplate choice box confession user selection.The complaint suggestion masterplate of complaining suggesting system for wearing to select according to the user; Call the complaint suggestion query interface (query type is complained suggestion for specifying masterplate) of service end module; All information of specifying masterplate all are presented in the complaint suggestion form; This form has block functions, can divide into groups by user's select column, and generate the extensions and footings row automatically.

Use the concrete course of work of this example following:

After the side of accepting (or by the complainant or the side of the being proposed) registration, through the client modules on the Android smart mobile phone, the suggestion masterplate is complained in input according to business tine, after this masterplate is preserved successfully, promptly leaves in the server; When being visited this routine complaint suggesting system for wearing through the Android smart mobile phone by the side of accepting (or complainant or suggestion side); Select one and meet the masterplate of complaining advice content; According to the treatment scheme of being scheduled in this masterplate; In the display format of regulation, fill in the complaint advice content, after successfully submit to and complains advice content the quilt side of accepting; The service end module is according to the treatment scheme of this masterplate; Automatically should complain advice content to be delivered to the side of accepting and handle, and accept and to pass through the Android smart mobile phone, receive the complaint or the advice content of propelling movement at any time; And this complaint or suggestion handled the input contents processing; Then, according to the treatment scheme of this masterplate, the contents processing that this complaint is advised passes to by the side of accepting the service end module again, and accepted square tube and crossed the complaint suggestion contents processing that the Android smart mobile phone receives propelling movement, and the input feedback opinion.If when being unsatisfied with for this contents processing by the side of accepting, can complain in the complaint suggestion feedback opinion of suggestion at this, replenish the complaint advice content, continue above-mentioned cyclic process this moment again, in complaining the suggestion feedback opinion, there is not additional complaint advice content.In some treatment schemees, a plurality of for complaining the handler who advises to have, complain suggesting system for wearing will complain advice content progressively to be delivered to each handler according to the step of treatment scheme to handle accordingly.

In this example; Service layer and client layer are mainly through the mobile communication network communication, and the http service in the service layer must be mapped to the internet, in addition; Complainant (suggestion side or the quilt side of accepting) installs client modules on the Android smart mobile phone of oneself for ease; When complaining suggesting system for wearing to dispose, can client modules be published to online application shop, supply online the downloading and installing of complainant (or suggestion side or the quilt side of accepting); Perhaps directly client modules is published to the internet, downloads and installs to assigned address by complainant (or suggestion side or the quilt side of accepting).

Replacedly, include user management module in this routine complaint suggesting system for wearing, also can not comprise user management module, at this moment, by the side of accepting, the side of accepting with use the user of this complaint suggesting system for wearing, can be input in the database in advance through the keeper.

Complaint advice content in this example, complain the suggestion contents processing and complain the suggestion feedback opinion through phonetic entry to complaining in the suggesting system for wearing; This phonetic entry can utilize the phonetic function in the Android smart mobile phone to realize; Because all intelligent mobile communication equipments all possess this speech voice input function; Its correlation technique has belonged to prior art, repeats no more here.Complaining advice content, complaint suggestion contents processing and complaint suggestion feedback opinion to be input to through literal and complain in the suggesting system for wearing, is to import through the keyboard of Android smart mobile phone at this moment; Also can be two kinds of input methods and deposit, complainant or to be selected according to actual conditions by the complainant be to adopt phonetic entry or literal input.The information input of complaining suggestion masterplate and user to register also can be adopted the mode of phonetic entry; Because its project is more; When adopting the phonetic entry mode; Need each project is carried out definition progressively, complain suggesting system for wearing also can then this literal to be inserted in the corresponding assembly according to the literal of complaining after the keyword of advising element in the masterplate decomposes speech recognition automatically.

This example is based on the complaint suggesting system for wearing of Android smart mobile phone; Also can be based on the complaint suggesting system for wearing of iphone mobile phone, or the complaint suggesting system for wearing of other intelligent mobile communication equipments, as long as based on corresponding mobile phone operating system; The ios operating system of iphone mobile phone for example; By above method exploitation client modules and be installed in the mobile phone, build-in services end module all can realize the object of the invention in server.

Complaint suggesting method embodiment based on the Android smart mobile phone

Complaint suggesting method based on the Android smart mobile phone; This complaint suggesting method is in all Android smart mobile phones, client modules to be installed one by one; And in server build-in services end module; The service end module comprises the masterplate administration module, submits module, processing module and statistical module to; Client modules and service end module are carried out data communication through 4G network or 3G network or Wi-Fi network or GSM network or cdma network, referring to Fig. 3, specifically complain suggesting method following: step 0: registration step; Step 1: accept element, display format and treatment scheme that square tube is crossed client modules input complaint suggestion masterplate, the service end module is preserved above-mentioned data; Step 2: accepted square tube and cross client modules selection complaint suggestion masterplate; Submit to and complain suggestion requests; The service end module receives said complaint suggestion requests; Advise that according to complaining masterplate reads corresponding element, display format and treatment scheme, and preserve by the complaint advice content of the side's of accepting input; Step 3: the handler who sets in the treatment scheme complains the suggestion contents processing through the client modules input; Accepted square tube and crossed client modules input complaint suggestion feedback opinion; The service end module is according to the treatment scheme of complaining in the suggestion masterplate; Handle and complain advice content, feedback to handle, and preserve and to complain the suggestion contents processing and complain the suggestion feedback opinion; Step 4: the service end module will be complained the content of suggestion to handle the satisfaction statistic of classification with complaint suggestion and analyze.

This method is based on the complaint suggesting system for wearing based on the Android smart mobile phone that is provided among the above-mentioned complaint suggesting system for wearing embodiment and realizes; Before implementing; The software and hardware of data Layer and application layer in the foregoing description has been installed by the side of accepting; The related personnel of treatment people and use this method all should be equipped with the Android smart mobile phone, and client modules has been installed therein, and the service end module has been installed in the server.

Wherein, step 0, promptly registration step is to realize that through the user management module in the service end module its concrete steps are following: input step: accept square tube and cross client modules input personal information; Verification step: the correctness of user management module testing personal information gets into when correct and preserves step, otherwise returns input step; Preserve step: user management module is preserved personal information.Generally speaking, just need personal information be registered through registration step by the side of accepting (complainant or suggestion side), other users can be in advance with in the personal information input database.For example: stumble on the for the previous period air-conditioning bought of citizen Xiao Zhang belongs to the household electrical appliances product of going to the countryside, and can apply to get subsidy, but businessman does not provide the product mark card when buying.So; Xiao Zhang starts the client modules of complaining suggesting system for wearing in the Android smart mobile phone of oneself; And at login interface click " registration " button; In the log-in window of complaining suggesting system for wearing to eject, import and click " affirmation " button after suggesting system for wearing complained in logon name, name, phone number, password etc.,, then complain the suggesting system for wearing prompting to succeed in registration if the personal information of Xiao Zhang's input is correct.

Complain the preservation of suggestion masterplate to realize in the step 1 through the masterplate administration module; Detailed process is following: the masterplate input step: the masterplate administration module generates the complaint suggestion masterplate of respective type based on element, display format and the handling process of the side's of accepting input; Masterplate is preserved step: the masterplate administration module is preserved and is complained the suggestion masterplate.Complain the masterplate of suggestion to be responsible for definition by masterplate definition people, the masterplate administration module defines element, display format and the treatment scheme of complaining advice content, contents processing and complaint suggestion feedback opinion.To be responsible for certain government department that household electrical appliances go to the countryside is example, this departments in designing a general complaint suggestion masterplate: the household electrical appliances general complaint of going to the countryside.The element that this masterplate comprises is following: complain title, complain type, complain product, complain object, complain projects such as content, handling suggestion, satisfaction.Treatment scheme is: the complaint submitter-the complaint distribution-complaint handling (be responsible for scope by branch offices and set many branches)-the complaint submitter.After a period of time on probation; Masterplate definition people Lao Wang finds: the complaint about in time not taking subsidy fund this respect is many especially; In order to improve relevant enterprise and government department service quality in this respect, Lao Wang complains new masterplate of customization for this type specially: the household electrical appliances subsidy fund application to get of going to the countryside is complained.The element of this masterplate comprises: complain title, complain object, complain product, the product mark card, buy date, invoice (whether invoice, invoice number, invoice amount are arranged), the subsidy amount of money, residence booklet family number, complain project such as content.The side of accepting, promptly the relevant treatment people to this complaint masterplate has obtained more detailed information from this new masterplate, has reduced because complain content to make a report on full line and has got in touch the complainant outward and replenish the time of going and finding out what's going on and wasting, and has obviously improved and has handled the efficient of complaining.

Complain the preservation of advice content to realize in the step 2 through submitting module to; Detailed process is following: the content input step: submit to module based on handling process; Read and show the element of said complaint suggestion according to display format, accepted square tube and cross the client modules input and complain the content of suggestion; Content is preserved step: submit to module to preserve and complain advice content.After the quilt side of accepting Xiao Zhang succeeds in registration, use the logon name and the password login of succeeding in registration to complain suggesting system for wearing, then entering is submitted to and is complained the main interface of suggestion.At this moment; Xiao Wang can see in can doing a form: two types of complaint projects are complained in household electrical appliances general complaint and the household electrical appliances subsidy fund application to get of going to the countryside of going to the countryside; Xiao Zhang has selected the latter, and clicks " increasing newly " function button, in complaining suggesting system for wearing ejection complaint suggestion input window, imports relevant information item by item.Wherein, owing to complain the literal of content part longer, Xiao Wang does not use the keyboard input; But click " phonetic entry " button, and say the complaint content, complain suggesting system for wearing can discern Xiao Zhang's voice automatically; Be converted into literal; Insert and complain the content input frame, click " submission " button after Xiao Zhang's input finishes, accomplish the submission of this complaint content.Complain suggesting system for wearing then will complain advice content to pass to the handler who sets in the handling process based on the handling process of masterplate automatically.This example then is based on go to the countryside subsidy fund application to get of household electrical appliances and complains the handling process in the masterplate, pass to the handled people in this masterplate will for the complaint advice content.

In the step 3 to the processing of complaining advice content through processing modules implement, its concrete steps are following: the content step display: processing module reads and complains advice content to show based on handling process; Handle determining step: the current handler who sets in the handling process inquires about existing complaint advice content through client modules; Decision is to continue to handle; Still return to a last handler or by the side of accepting,, then get into and handle input step if continue to handle; Otherwise, get into to handle and return step; Handle input step: the current handler who sets in the handling process is through the client modules input complaint suggestion contents processing corresponding with complaining advice content; Handle to preserve step: processing module is preserved and is complained the suggestion contents processing, and passes to next handler who sets in the handling process and continue to handle, if next is handled artificially by the side of accepting, then gets into the feedback step display, otherwise, get into the content step display; Step is return in processing: processing module will complain advice content to return to a last handler who sets in the handling process, get into the content step display then; The feedback step display: processing module reads and complains the suggestion contents processing to show based on handling process; Feedback input step: accepted square tube and cross client modules and inquire about existing complaint advice content and contents processing thereof; Judge whether to approve contents processing; If do not approve; Processing module is return this contents processing to a last handler who sets in the handling process and is handled again, if the corresponding complaint suggestion of suggestion contents processing feedback opinion is then imported and complained to approval by the side of accepting (promptly being the current handler in handling process this moment); Feedback is preserved step: processing module is preserved and is complained the suggestion feedback opinion.After complaint of presetting in the treatment scheme or the suggestion side of accepting receive the prompting of complaining suggesting system for wearing; Get into corresponding display page, handle complaining advice content, the suggestion contents processing is complained in input and preservation; After preserving successfully, complain suggesting system for wearing to be sent reminding short message by the side of accepting from trend.At this moment; Accepted square tube and crossed the Android smart mobile phone; View the complaint suggestion contents processing that shows according to treatment scheme, and input and preservation complaint suggestion feedback opinion, complain suggesting system for wearing will preserve successful complaint suggestion feedback opinion transmission note to the quilt side of accepting.As the side of accepting of this complaint, Xiao Zhou receives the reminding short message of complaining suggesting system for wearing to send, and has informed that pending complaint needs to handle.Xiao Zhou gets into and complains suggestion to handle main interface through Android smart mobile phone logging on client module, in the backlog form, has seen the complaint content that Xiao Zhang submits to; Choose this complaint, click " processing " button, complain suggesting system for wearing to eject and complain suggestion to handle inputting interface; At this moment; The complaint object that Xiao Zhou mentions in finding to complain belongs to the administration of subordinate branch offices, so click the transmission button on the page, transmits and is given to the flow process branch that this branch offices is responsible for the Xiao Liu place of complaint handling.After Xiao Liu receives the reminding short message of complaining the suggesting system for wearing transmission; In the backlog form of complaining the main interface of suggestion processing, seen the complaint content that Xiao Zhang submits to; Click " processing " button and get into complaint suggestion processing inputting interface, find that complaining object is the A market, so phone is linked up with the relevant responsible official in A market; The affirmation problem is the relevant clerical worker's in A market carelessness, has obtained the assurance that A market responsible official reissues the product mark card.So Xiao Liu fills in " link up with businessman, please get in touch businessman's product mark card of applying for another, and carry relevant certificate belong to village and town finance to the registered permanent residence and apply to get " in contents processing.Pass to next link then, just the complaint handling content is submitted to by the side of accepting Xiao Zhang and confirmed.Complaint handling was accomplished after 1 day, was received the reminding short message of complaining suggesting system for wearing to send by the side of accepting Xiao Zhang, informed that complaint disposes, please check and accept and feedback opinion.Xiao Zhang logins the complaint suggesting system for wearing once more, gets into to complain suggestion to handle main interface, finds that the complaint suggestion of oneself submitting to appears in the backlog form; Choose this complaint; Click " processing " button, in the complaint suggestion interface of ejecting, Xiao Zhang sees on the handling suggestion hurdle: link up with businessman; Please get in touch businessman's product mark card of applying for another, and carry relevant certificate and belong to village and town finance to the registered permanent residence and apply to get.Xiao Zhang handles by this handling suggestion, has finally received the household electrical appliances subsidy of going to the countryside.Xiao Zhang gets into the complaint suggesting system for wearing, and the satisfaction project in the inputting interface of this complaint suggestion feedback opinion extends this as 5 minutes (5 fens systems), and because of not complaining the additional suggestion of suggestion, this complains completion.

To complaining advice content and complaining the suggestion satisfaction feedback to carry out statistical analysis through the statistical module realization, its detailed process is following: statistical module is based on complaining advice content and/or complaining the suggestion satisfaction feedback to come the statistic of classification analysis in the step 4.Department's regulation at Xiao Zhou place: complaint handling situation report of submission in every month.So Xiao Zhou gets into and complains suggestion situation statistical function master interface at login at the end of month complaint suggesting system for wearing; Input is of that month in the time range assembly; Switch to the general status page then, Xiao Zhou finds: this month coprocessing complain 23, wherein 20 dispose; On average feedback processing result 2 working days consuming time first, average satisfaction must be divided into 4.3 fens.Xiao Zhou has switched to again and has complained suggestion paging assembly, chooses " household electrical appliances go to the countryside the application to get of subsidy fund complain ", in form, selects by complaining the object classified statistics, finds that there are 4 this type complaints A household electrical appliances market this month, is the businessman that receives maximum complaints.Xiao Zhou writes the complaint situation report of this month according to the situation of above-mentioned statistical study.

This example is based on the complaint suggesting method of Android smart mobile phone, can be based on the complaint suggesting method of iphone mobile phone, or the complaint suggesting method of other intelligent mobile communication equipments, and its method flow is the same, and above-mentioned conversion all can realize the object of the invention.

This example is to complain the content of suggestion through phonetic entry, can only complain content, contents processing, feedback opinion, user's registration information and complaint or the suggestion template information of suggestion through phonetic entry; Also can only import above-mentioned information through keyboard; Can also import above-mentioned information through voice or keyboard, during use, select input mode with input according to actual conditions.When through phonetic entry user profile, complaint or suggestion template information; Because the project in the above-mentioned information is more; Must define by sub-item; Can decompose the literal after the speech recognition according to the keyword of masterplate element automatically based on the complaint suggesting system for wearing of Android smart mobile phone, insert in the corresponding assembly.

Conversion as the present invention based on the complaint suggesting method of Android smart mobile phone; Can omit the step 0 in this example; Be registration step, all kinds of log-on messages can be imported to database through the data base administrator in advance, and this conversion can realize the object of the invention equally.

Above-mentioned based on the Android smart mobile phone complaint suggesting system for wearing embodiment and be typical embodiment of the present invention based on the complaint suggesting method of Android smart mobile phone; Obviously; The content of being set forth according to the present invention, the conversion of above-mentioned each embodiment, embodiment and combination thereof all can realize the object of the invention.

Claims (10)

1. based on the complaint suggesting system for wearing of intelligent mobile communication equipment, it is characterized in that:

Comprise:

More than one intelligent mobile communication equipment and more than one server;

Client modules; Be installed in the said intelligent mobile communication equipment, be used to realize the masterplate input, submit to and complain suggestion requests; The input of complain advice content, complaining the suggestion contents processing and complaining the suggestion feedback opinion, and complain advice content and complain suggestion to handle the query display of satisfaction;

The service end module; Be installed in the said server; Comprise the masterplate administration module, submit module, processing module and statistical module to; Be used to realize complaining the preservation of suggestion masterplate, the preservation of complain advice content, complaining the suggestion contents processing and complaining the suggestion feedback opinion, and complain advice content and complain suggestion to handle the statistical study of satisfaction;

Said client modules and said service end module are carried out data communication through mobile communication network.

2. the complaint suggesting system for wearing based on intelligent mobile communication equipment as claimed in claim 1 is characterized in that:

Said service end module also comprises user management module, is used to verify the correctness of user profile and preserves right user information.

3. according to claim 1 or claim 2 the complaint suggesting system for wearing based on intelligent mobile communication equipment is characterized in that:

Said masterplate administration module is used to receive element, display format and the treatment scheme of complaining suggestion, and saves as the complaint suggestion masterplate of respective type.

4. based on the complaint suggesting method of intelligent mobile communication equipment, it is characterized in that:

This complaint suggesting method is in intelligent mobile communication equipment, client modules to be installed; Build-in services end module in server; Said service end module comprises the masterplate administration module, submits module, processing module and statistical module to, and said client modules and said service end module are carried out data communication through mobile communication network;

Method is following:

Step 1: accept element, display format and treatment scheme that square tube is crossed said client modules input complaint suggestion masterplate, said service end module is preserved above-mentioned data;

Step 2: accepted square tube and cross said client modules selection complaint suggestion masterplate; Submit to and complain suggestion requests; Said service end module receives said complaint suggestion requests; Read corresponding element, display format and handling process based on said complaint suggestion masterplate, and preserve said by the complaint advice content of the side's of accepting input;

Step 3: the handler who sets in the said handling process complains the suggestion contents processing through said client modules input; The said square tube of being accepted is crossed said client modules input complaint suggestion feedback opinion; Said service end module is based on the handling process in the said complaint suggestion masterplate; Handle to complain suggestion content, feed back said processing, and preserve said complaint suggestion contents processing and feedback opinion;

Step 4: said service end module is with the content and processing satisfaction statistic of classification analysis of said complaint suggestion.

5. the complaint suggesting method based on intelligent mobile communication equipment as claimed in claim 4 is characterized in that:

Said complaint advice content, said complaint suggestion contents processing and said complaint suggestion feedback opinion are through phonetic entry or literal input.

6. the complaint suggesting method based on intelligent mobile communication equipment as claimed in claim 5 is characterized in that:

Registration step before said step 1, said registration step are to realize through the user management module in the said service end module, comprising:

Input step: the said square tube of accepting is crossed said client modules input personal information;

Verification step: said user management module is verified the correctness of said personal information, when correct, gets into and preserves step, otherwise return input step;

Preserve step: said user management module is preserved said personal information.

7. like claim 5 or 6 described complaint suggesting methods, it is characterized in that based on intelligent mobile communication equipment:

Said step 1 comprises:

The masterplate input step: said masterplate administration module generates the complaint suggestion masterplate of respective type according to element, display format and the treatment scheme of the input of the said side of accepting;

Masterplate is preserved step: said masterplate administration module is preserved said complaint suggestion masterplate.

8. the complaint suggesting method based on intelligent mobile communication equipment as claimed in claim 7 is characterized in that:

Said step 2 comprises:

The content input step: said submission module is according to said treatment scheme, reads and show the element of said complaint suggestion according to said display format, and the said square tube of being accepted is crossed said client modules input and complained the content of suggestion;

Content is preserved step: said submission module is preserved said complaint advice content.

9. the complaint suggesting method based on intelligent mobile communication equipment as claimed in claim 8 is characterized in that:

Said step 3 comprises:

The content step display: said processing module reads said complaint advice content to show according to said treatment scheme;

Handle determining step: the current handler who sets in the said treatment scheme inquires about existing complaint advice content through said client modules; Decision is to continue to handle; Still return to a last handler or by the side of accepting,, then get into and handle input step if continue to handle; Otherwise, get into to handle and return step;

Handle input step: the complaint suggestion contents processing that current handler's input of setting in the said treatment scheme is corresponding with said complaint advice content;

Handle and preserve step: said processing module is preserved said complaint suggestion contents processing; And pass to next handler who sets in the said treatment scheme and continue to handle, artificial said if next is handled by the side of accepting, then get into the feedback step display; Otherwise, get into said content step display;

Step is return in processing: said processing module returns said complaint advice content to a last handler who sets in the said treatment scheme, gets into the content step display then;

The feedback step display: said processing module reads said complaint suggestion contents processing to show according to said treatment scheme;

The feedback input step: the said square tube of being accepted is crossed said client modules and is inquired about existing complaint advice content and contents processing thereof; Judge whether to approve said contents processing; If do not approve; Said processing module is return said contents processing to a last handler who sets in the said treatment scheme and is handled again, if approval, said Fang Ze input and the corresponding complaint suggestion of the said complaint suggestion contents processing feedback opinion of being accepted;

Feedback is preserved step: said processing module is preserved said complaint suggestion feedback opinion.

10. the complaint suggesting method based on intelligent mobile communication equipment as claimed in claim 9 is characterized in that:

Said step 4 comprises: said statistical module is according to complaining advice content and/or complaining suggestion to handle satisfaction and come the statistic of classification analysis.

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