Abstract: Shift change management is a basic operation management for the call center of China Railway Express (CRE). Based on the IDEF modeling method, this article designed a set of function model and process flow for shift change, developed a software module for shift change process. The module was embed into the customer service system of CRE, and the usability of the function model and process flow was verified. The research results could provide some reference to design and develop the software modular of the shift change management for Customer Service System of Railway Administrations.