![](bg4.png)
6. Requests/Pending handles customer pending
requests and employee tasks within the organisation.
7. Maintenance manages and keeps track of all
processes supporting maintenance activities
requested by customers.
9. Services: the various types of services offered
to the customers; details are kept for the services
offered and the charges made.
10. The reporting tool concentrates data from
different resources within the company and with a
data mining procedure prepares a final new database
cube which gives the opportunity to show reports in
different dimensions. Before this tool was available,
about two working days were needed to prepare the
monthly reports but now after the implementation of
the Intelligence Reporting Analysis Tool it is
possible to complete all the reports in 30 seconds!
11. Debtor Collecting System manages the
pending financial issues monitoring information on
partial payments, arrangements set and progress
reports.
12. Communications monitors all different types
of communications initiated or ongoing with
customers and partners of the organisation.
13. Back Office, where configuration of
processes and interactions are described and
14. General Settings that include other useful
administrative details
The home module of the system is shown in
Figure 4 and a full demonstration of the system will
be provided during presentation.
4 CONCLUSIONS
This paper outlines design and implementation
issues of a system that supports performance issues
and controlling extended products, namely luxurious
cars a set of services that aim to improve customer
satisfaction. Towards this aim, three objectives were
fulfilled: to review existing theory on the subject of
designing and developing applications and interfaces
in enterprises; to identify the target users’
requirements for the design and development of such
applications; and to combine primary and secondary
research results towards design and development of
a quality management system. This research
contributes towards designing and developing
applications for performance management in
enterprises retailing extended products.
ACKNOWLEDGEMENTS
This research has been partially supported by
Mercedes – Benz Cyprus.
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