An Architecture of Problem-oriented E-learning System for Product After-sales Service: Design and Application

Customers expect to obtain the personalized knowledge when they encounter some problems during the use of product, however, the traditional after-sales service modes are difficult to meet this kind of demand. This paper adopts process-based design method to construct the problem-oriented e-learning process model for product after-sales service and analyze the functions of realizing this process, and then problem-oriented e-learning system architecture is designed for product after-sales service. According to the different characteristics of two categories firms, this paper respectively give the system architecture application strategies, namely the integration strategy of existing information systems with e-learning system for more mature firms in IT application, and the configuration of simple and practical architecture of e-learning system for small and micro firms.