Abstract
On the basis of the overall operation process of the ODR platform, this paper comprehensively evaluates the quality problems such as the process efficiency and the operation cycle, and describes the dispute resolution process of the platform by using the IDEF0 model, and establishes a process activity analysis table through the FMEA, in combination with the problems that may exist in the actual operation data analysis process of the ODR platform of Zhejiang Province, including the lack of the detailed time standard of each link, the long feedback time of the consultation link, the too strict information restriction in the submission of the mediation application, the excessive communication links, the lack of feedback evaluation links, and etc. On this basis, by using the methods of expert empowerment and scoring and Pareto rule classification, the paper puts forward some suggestions for improving the problems existing in the process, including setting the process link, defining the running time standard, removing the redundant communication link, strengthening the management of consultation link and adding evaluation link, in order to promote the ODR platform to perfect its own operation flow and promote the promotion and application of ODR service through the above improvement measures.
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Notes
- 1.
China Internet Network Information Center. Statistical Report on Internet Development in China (August 2019). [R/OL) [2019-08-30] [2019-12-23]. http://www.cnnic.net.cn/hlwfzyj/hlwxzbg/hlwtjbg/201908/t20190830_70800.htm.
- 2.
China State Administration for Marketing Regulation. Consumer complaints and reports presents eight characteristics in 2018 [EB/OL] (2019-03-14) [2019-12-20]. http://www.samr.gov.cn/zt/315scjg/315fb/201903/t20190314_291987.html. European Commission.
- 3.
European Commission. Consumer Markets Scoreboard: making markets work for consumers - 2018 edition. Luxembourg: Publications Office of the European Union, 2018.
- 4.
Canadian Civil Disputes Tribunal ODR Web site: www.civilresolutionbc. Visit time: 2019-12-19.
- 5.
United Nations Commission on International Trade Law. Technical Notes on Online Dispute Resolution of the United Nations Commission on International Trade Law [EB/OL] (2016-12-13) [2019-12-20]. http://www.uncitral.org/pdf/chinese/texts/odr/17-00381_C_ebook_Technical_Notes_on_ODR.pdf.
- 6.
Regulation(EU) No 534/2013 of the European Parliament and of the Council of 21 May 2013 On Online Dispute Resolution for Consumer Disputes and Amending Regulation (EU) No 2006/2004 and Directive 2–9/22/EV (regulation on consumer ODR), Official Journal of the European Union L1 65, 18.6.2013, pp. 1–12.
- 7.
State Council of China. Optimal Business Environment Ordinance [EB/OL] (2019-10-22) [2019-12-20]. http://www.gov.cn/zhengce/content/2019-10/23/content_5443963.htm.
- 8.
Zhejiang ODR web site: https://yundr.gov.cn/, visit time: 2019-12-19.
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Acknowledgments
. We thank “301-12” “E-commerce Innovation and Entrepreneurship Management” as the model course for the international students.”, Supported by Shanghai Municipal Education Commission. (2018–2020) “CLS (2018) D164” Study on the implementation rules of the United Nations technical notes on online dispute resolution, China Law Society. Construction of virtual simulation experiment platform for intelligent justice based on cloud computing, First-class undergraduate construction leading plan Cultivation of major teaching reform results, East China of Political Science and Law support.
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Yang, L., Niu, T. (2020). Optimization of Online Dispute Resolution Process in Mobile Electronic Commerce—A Case of the ODR Platform’s Process Optimization in China Zhejiang Province. In: Salvendy, G., Wei, J. (eds) Design, Operation and Evaluation of Mobile Communications. HCII 2020. Lecture Notes in Computer Science(), vol 12216. Springer, Cham. https://doi.org/10.1007/978-3-030-50350-5_16
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