随着我国改革开放的深入，我国正处于经济转轨和社会转型的关键时期，我们面临着发展转型中的质量阵痛，新的质量管理方法、质量体系、质量文化还在进一步建设中，以上转型期与质量相关问题和矛盾的迸发使得各种突发质量的公共事件不可避免。如何建立科学、高效的、能够感应相应信息的预警系统，使得监管部门能够对事件早发现、早报告、早控制，从而有序应对突发质量公共事件，对于各级政府部门来说都是一个非常紧迫、非常重要的一项工作，具有一定的现实意义。
全文围绕着面向质量风险预警的消费者举报投诉系统建设，首先，分析了我国产品质量安全预警管理的现状，认真查找我国质量安全预警管理存在问题，提出了解决存在问题的解决路径，论证了消费者投诉平台作为质量安全预警信息收集子系统的可行性。其次，回顾了我国消费者投诉平台建设的历程，从面向消费者的提供便捷服务方面、消费者权益保护部门工作流程管理、消费者投诉信息管理和应用等多方面查找我国消费者投诉平台建设存在的主要问题，提出了面向风险预警的消费者投诉平台系统的建设目标和设计原则，并进行了消费者投诉平台功能需求分析。最后，己经建立“12365”投诉网络的基础上，通过研究Call Center技术、风险管理理论以及数据挖掘技术等在突发质量公共事件管理系统中的应用，设计出面向质量风险预警的消费者投诉平台应用系统模型。在构建数据仓库的基础上，进行消费者投诉、产品质量监督抽查、产品伤害监测系统数据的联机分析处理，并利用数据挖掘算法对上述数据进行细分和风险评估。
面向质量风险预警的“12365”消费者投诉平台的实现，可以更好地利用现代信息技术，自动快速获取有用的产品质量安全预警信息，并利用数据挖掘算法对产品质量安全预警信息进行细分和风险评估，为质监部门提供产品质量安全预警信号，为消费者提供更便利快捷的服务，并为管理层制定科学的服务策略提供重要依据。通过本论文的研究，为我国质量安全风险预警系统的开发提供了基础性的实证和借鉴作用。
关键词：预警质量安全消费者投诉举报呼叫中心
Nowadays, China is being in a key period of reformation of economic and social society system, and suffering the cost of quality. New method of quality management, quality system and quality culture, is still on the way, but the problems related to quality caused by these factors, make the sudden public dangers unpredictable. How to set up an efficient and scientific warning system that can let the government supervision department notice the danger as early as possible, and do something to control the risk, is a very urgent job for the government in many regulatory levels.
This paper sets up a warning system that using the complaints from consumers as its information resource. First, it analysed the recent status of applications of warning systems in China, and found out the problem lies in the management, proposed the solving way, and articulated the possibility of collecting information from consumers. Then, this paper presented the history of the platforms of consumer complaints, analysed the problems in how to give convenient service, the management procedures of consumer protection department, management and application of consumer complaints information, and proposed the design principle of the warning system. Finally, based on the network of “12365”, researched the technique of call centre, theory of risk management and data mining, and designed the system model of the platform. Using the technique of data warehouse, this system can also cross-process the data of consumer complaints, inspection data of products quality, and injury inspecting systems, and use these information to segmenting and evaluating risk.
After the set up of this warning system, people can get the warning information of products safety automaticly and quickly, and use data mining method to detect risk for the government supervision department and consumers, and give suggestions for the government. The research of this paper gives foundation and empirical base for the development of the quality safety warning system.
Key word: warning system, quality safety , consumer complaints, call center
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