Process Computing of Complaint Service Management in Reverse Logistics

Nowadays, the significance of reverse logistics (RL) has been regarded by more and more enterprises increasingly. The complaint service management in reverse logistics (CSMRL) is an important content for reverse logistics strategy. Along with the rapid development of art and science, it is necessary and required to enable these advanced technologies to help CSMRL perform more efficiently and effectively. In this paper we take into consideration the process computing of CSMRL. The process of CSMRL includes three parts of collection, evaluation and disposal. Based on the computer telephone integration technology an integration multi-channels collection route-way can be designed; the evaluation of complaint and production is supported by intelligent decision support system; in accord with the different disposal countermeasures, the CSMRL processing system is established to implement corresponding disposal. As mentioned of the paper at last, the research on the process computing of CSMRL will be significant for business service computing in the future