RD020-IBU.doc

调研提纲 上海日立电器有限公司 Oracle iSupport Author: Linux Gao Creation Date: 2001-08-03 Last Updated: 2001-08-06 Control Number: SHEC/RD020/IBU Version: 1 Control Number and Version are marked by a Word Bookmark so that they can be easily reproduced in the header and footer of documents. When you change either of these values, be careful not to accidentally delete the bookmark. You can make bookmarks visible by selecting Tools-Options…View and checking the Bookmarks option in the Show region. Approvals: Approver 1 Approver 2 To add additional approval lines, Press [Tab] from the last cell in the table above. Copy Number _____ You can delete any elements of this cover page that you do not need for your document. For example, Copy Number is only required if this is a controlled document and you need to track each copy that you distribute. 文档控制 记录更改 Date Author Version Change Reference 2001-08-03 Linux Gao 1 No previous document 审阅人 Name Position Allen, Wu Project Manager Chen Jun Client Project Manager 分发 Copy No. Name Location Library Master Project Library Project Manager The copy numbers referenced above should be written into the Copy Number space on the cover of each distributed copy. If the document is not controlled, you can delete this table and the Copy Number label from the cover page. (9-Dec-96) 目录 文档控制 ii 文档说明 4 组织结构 5 服务请求管理 6 知识库管理 8 安装基础管理 9 E-mail管理 10 在线交互论坛 11 事务处理查询 12 To update the table of contents, put the cursor anywhere in the table and press [F9]. To change the number of levels displayed, select the menu option InsertIndex and Tables, make sure the Table of Contents tab is active, and change the Number of Levels to a new value. (9-Dec-96) 文档说明 该文档为上海日立电器有限公司（以下简称上海日立）实施iSupport的调研提纲。该提纲以Oracle iSupport的功能为基础，提出有关的问题，请上海日立有关人员回答。 这些问题包括目前上海日立在对客户提供支持方面，有关的业务现状，以及对现状的评价和将来的设想。 对该文档的回答，将确定实施iSupport 的主要内容，同时作为顾问方设计方案的重要依据。 组织结构 1．公司的组织结构如何，有无组织结构图？其中的服