基于SOA的旅客关系管理系统的研究与实现

上海交通大学硕士学位论文基于SOA的旅客关系管理系统的研究与实现姓名：胡建强申请学位级别：硕士专业：软件工程指导教师：饶若楠;孙磊20081001SOAISOASOAPRMSWebService1.SOAII2.SOA3.SOAESBWebServiceSOAIIITHESTUDYANDIMPLEMENTATIONOFANAIRLINEPASSENGERRELATIONSHIPMANAGEMENTSYSTEMBASEDONSOAABSTRACTAsthehomogenizationofairlinesproducts,thecompetitionbetweenairlinesisgettingfrompricetocustomersandservices.Thismakespassengerrelationshipmanagementgettingincreasinglyimportantinairlinesinformationmanagement.Andatthesametime,therapidinformationizationincivilaviationindustryandthedevelopmentofenterprisemergemadesomanyheterogeneousnetworks,software/hardwareplatformandbusinessapplicationsystem.Howtobuildasoundplatformforpassengerservicebytheadvancedinformationtechnologyhasbecomeanincreasinglyurgentworktomainairlines.Theplatformshouldintegratevarietyofheterogeneousbusinessapplicationstoupgradetheairline'sservicesandmanagement,andprovidecustomizedservicetopassenger.Thepapershowsaservice-orientedpassengerrelationshipmanagementbusinessmodelbyanalyzingandresearchingtheairlinesbusinessinanactualproject.ThismodelbasedonAirlinesBusinessEnterpriseServiceBusandcoveredtheservicesbothonairandonaground.ThedesignandimplementationofSOA-basedairlinespassengerrelationshipmanagementsystemisgoingtobeanalyzedinthepaper.TheSOAIVsystemhasbeentrialoperationinChinaEasternAirlines.First,thepaperintroducestherelatedbusinessandtechnologiesliketheCustomerRelationshipManagement,ServiceOrientedArchitecture,EnterpriseServiceBusandWebService.Then,itputforwardaService-OrientedbusinessmodelforPassengerRelationshipManagementandaBus-basedbusinessintegratemodelafteranalyzedtheairline’sCRMandFFP.Finally,expoundedthedesignandimplementationofanairlinesPRMSbaseonSOA.ThearchitectureofPRMSincludesAirlinesBusinessEnterpriseServiceBus,ServiceInterfaceSubsystem,OnAirPassengerServiceSubsystemandOnGroundPassengerServiceSubsystem.ThePRMSintegratesInventoryControlSystem,DepartureControlSystem,RevenueAccountingSystem,FrequentFlyerProgramSystem,AirlinesOperationControlSystem,E-businessSystem,VIPmanagementsystem,datacenterandCallCenterbythecustomizedadapters.Innovationsinthisarticleareasfollows:1Proposedaservice-orientedpassengerrelationshipmanagementbusinessmodelbasedonAirlinesBusinessEnterpriseServiceBus,whichnotonlyincludesonairservicesbutalsoongroundservices.2ProposedaSOA-basedsolutionstoachievesarealintegrationofvariousheterogeneoussystemsbytheAirlineBusinessEnterpriseServiceBusandcustomizedadapters.3TheprototypesystemwhichgivesanefficientsolutiontointegratewithrelativesystemshasbeencarriedintotrialoperationinChinaEasternAirlinesandrunningwell.KeywordsPassengerRelationshipManagement,CRM,SOA,ESB,WebServiceSOASOASOA111.1(CustomerRelationshipManagement,CRM)FrequentFlyerProgram,FFPSOAWebServiceSOAWebService(PassengerRelationshipManagement,PRM)1.2(EnterpriseServiceBus,ESB)WebServiceSOASOA2(AirlinesBusinessEnterpriseServiceBus,ABESB)SOA1.3[1]1-11-1Fig.1-1EnterprisestrategydevelopmentprocessSOA3CRM1994CRMCRMWTOCRMSOA(ServiceOrientedArchitecture)Internet1996GartnerGroupSOA[2]XML(ExtensibleMarkupLanguage)WebServicesWebServicesWSDL(WebServicesDescriptionLanguage)WebUDDI(UniversalDescriptionDiscoveryandIntegration)WebServicesUDDISOAP(SimpleObjectAccessProtocol)WebServicesXML[3]IBMBEAOracleSUNSOASOA2006IBMBEAOracleSOA2003IBMBEA20032005SOA4SOASOASOA1.4CRMSOACRMSOAWebServiceESBSOASOASOA522.1CRM(CustomerRelationshipManagement,CRM)CRMCRM[4]CRMCRMCRM(7P)1.(Profiling)2.(Persistency)3.(Profitability)4.(Performance)SOA65.(Prospecting)6.(Product)7.(Promotion)2050CRMCRMCRM(ERP)CRMCRM[5]1.CRM(Operational)CRMCRM2.CRM(Collaborative)CRMCRMCRM3.CRM(Analytical)SOA7CRMCRM(OLAP)()CRMCRMCRMCRM2.2SOASOASOAIT[6]IBMSOA()[7]SOASOASOASOA[8]1.(ServiceProvider)WSDLUDDIWSDLSOA82.(Register)3.(ServiceConsumer)WSDLWSDLSOAP(SimpleObjectAccessProtocol)4.(Contract)2-12-1SOAFig.2-1SOAbasicarchitectureSOA91.2.(URI)3.SOASOA[9]1.SOA2.SOA103.()4.SOA5.2.3ESBSOAESBESBSOASOASOA[10]ESBSOASOAESBESB[10][11]ESBXMLWEBSOA11[12]ESBXMLWebESBSOASOASOAESBSOASOA2002ESBESB()(IBMBEA)(TibcoWebMethod)WebESBESBESB(Service-OrientedIntegration,SOI)[13]SOIESBESBSOAESBSOA2.4WebServiceW3C(WorldWide)WebServicesWebServicesURIXMLWebServicesXMLSOA12[14]WebServiceXMLInternet[15]UDDIWebUDDIWeb[16]SOAPXMLXMLSOAPXMLSOAP[17]WSDLWebXMLWSDLWeb[18]2.5CRMSOAESBWebServiceCRMCRMCRMSOASOASOAESBWebServicesXML,UDDI,SOAPWSDLSOA1333.13.1.13-1AOCQARERPOABIIT3-1Fig.3-1AirlinesbusinessoverviewSOA143.1.21999(CRM)[19]CRM[20]CRM3.1.3[21]FFP[21]CRM801981(AmericanAirlines,AA)AAadvantageAA2000(50%SOA1580%)[22]1999CRM[22][22][23]C/SInternetSOA163.23.2.1[24]3.2.2VIP(VeryImportantPerson)SOA173.2.3PRM3.33-23-2PRMFig.3-2PRMlogicalarchitecture3.3.1SOA18VIP1.2.3.3.3.21.PRMPRMVIP2.3.SOA19(AirlinesOperationControl,AOC)4.PRMPNRPNR5.SOA20VIPPNR(PassengerNameRecord)ET6.3.43.4.1VIPUnisys(InventoryControlSystem,ICS)(DepartureControlSystem,DCS)[25]3-3SOA21ICSCRSDCSPRMFFPVIP3-3PRMFig.3-3PRMbusinessinterfaces3.4.23-4ICSCRSDCSPRMFFP3-4Fig.3-4PeertopeerbusinessarchitectureSOA22GartnerGroup2003435%CIOInsight20032IT29%3.4.33-5BPMServerUDDIServer3-5Fig.3-5Busb