中移鼎讯CRMDRP系统设计研究

上海交通大学硕士学位论文中移鼎讯CRM&DRP系统设计研究姓名：周云申请学位级别：硕士专业：工商管理指导教师：顾锋20050612CRM&DRPCRMCRMCRMCRMDRP()CRMDRPCRM&DRPCRMDRPCRM&DRPCRM&DRPCRMDRPCRM&DRPCRM&DRPCRM&DRPCRMDRPTHERESEARCHOFDESIGNOFCRM&DRPSYSTEMINZYDXABSTRACTWiththedeepeningofcognitionaboutCRM,manyenterprisesbegintoimplementCRMsystem,soastopromotetheautomaticleveloftheirmarketing,saleandcustomerservicethroughCRMimplementation.ButForatrans-regionalenterprise,thefunctionofCRMcannotbeusedtomanagestockandfinancialexchange.HoweverthesefunctionsaremainlyreflectedinDRPsystem.Howtosatisfythisenterprise’smanagementdemandsthroughtheintegrationofCRM&DRPwhichpayattentiontocustomerrelationmanagementaswellasdistributionmanagementbecomesthemainlyproblemforthetrans-regionalenterprises.ThearticledemonstratesthefeasibilityoftheintegrationofCRM&DRPandtheimportancetoZYDXfirstly,thenbasedonthenowadaysproblemsinZYDY,authorputsforwardthegeneralobjectofsystemdesign.Afteranalyzingofinternalneeds,theauthordiscussentirelytheresolutionproject,attheendofdissertation,theauthoranalyzesthekeypartsofimplementofCRMandDRPsystem.ThearticleisdividedintosixpartsInthefirstpartauthorexpatiatestheresearchsignificanceofthisarticle.AfterrespectivelydissertatetheimportanceoftheCRMandDRPsystemtoenterprises,theauthoranalyzesthenecessityandfeasibilityoftheintegrationofCRMandDRP.SotheauthorconsidersthattheintegrationofCRM&DRPisveryimportanttothetargetcompanyofthisarticle,ZYDX.Inthesecondpart,afterintroducingthebackgroundandoperationprocedureofZYDY,authoranalyzestheprobleminenterprise,Suchaslackofsalesdataandcustomermanagement,confusionofbuyermanagement.Inthispart,theaimofCRM&DRPintegrationisgenerallyintroduced.Inthethirdpart,authormainlyconstruestheneedsofoperationinZYDX,includingbasicdatapreparation,departmentneedsandgroupneeds.Thispartisthebaseofsystemandfinancialinterfacedesign.AccordingtotheoperationneedsofZYDX,authorputsforwardthethoughtandframeofdesignintheforthpart.Then,authordiscussescompletelytheresolutionmethodofsystemincludingtheconfigurationofhardwareandsoftware.Infifthpart,accordingtotheneedsofcompanyauthormainlydiscussestheinterfaceofCRM&DRPsystemwithfinancialsystemthroughthecontentofinterface,replyrelation,andsystemparameter.Insixthpart,theauthorputsforwardgenerallayoutofimplement.Furthermore,preparationsofprojectimplementationandpersonalofimplementationareparticularlyanalyzedinthispartaswellasthecontrolofprojectquality.TheauthoradvancesinnovativelytheguessofintegrationofCRM&DRP,andanalyzesparticularlythewayofsystemdesignandkeystepsofimplement.Theauthorconsidersthatthissystemwillsatisfytheneedsoftrans-regionalenterprisewhichwanttomanagethecustomeranddistributionbetter.Atsametime,thearticlewillofferthereferenceofdesignandimplementofsystemforenterprise.KEYWORDS:CRM,DRP,INTEGRATIONOFSYSTEM,DESIGNOFSYSTEM,IMPLEMENTATIONOFSYSTEM2005582005582005581CRMCRMCRMCRMCRMCRMDRPDRPDRP12DRPCRMCRMDRPDRPCRMCRMDRPCRM&DRPCRM&DRPCRM&DRP上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究21.11.1.1CRMCustomerRelationshipManagementCRMCRMCRM2004CRMCRM上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究366%CRMCRMCRMCRMCRM11CRMFigure1-1BenefitofCRM上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究41.1.2DRP1DRPDRPDistrtbutionResourcePlanningDRPMRP(MaterialsRequirementsPlanningDRPBToBDRPDRPERP(EnterpriseResourcePlanningDRPDRPA1/3E-Mail上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究5BDRP7/24724DRPDRP上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究61.2CRMDRPCRMCRMCRM()CRMDRPCRMDRPCRMDRPDRP123,4,DRPCRMCRM(),DRPDRPCRMCRMDRPCRMDRP上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究71.3CRMDRPCRMCRMDRPCRMDRPDRPCRM1CRMDRPCRMDRPCRMDRP2上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究8CRMDRPCRMDRPCRMDRPCRM1.4CRM&DRP1CRM,,.CRM.CRMITERPCRMDRP270上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究9199611200057199635200019.219962320001519961320003142003TCLGSMGSMTCL3上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究10上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究112.12.1.12.25%5300015%7.2-1Figure2-1FrameofOrganizationinZYDX上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究122.1.2122Figure2-2FrameofOperationinZYDX2:,,,,,上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究13,5030,,,,,2.21234上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究142.3123456上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究153.1(),31Figure3-1ProcedureofOperationinZYDX上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究1632Figure3-2ProcedureofOtherOperationinZYDX3.23.2.11,(Nokia)(Nokia6610)2,,上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究17343.2.21ABC2上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究183/AP33APyesno33Figure3-3ProcedureofBuyer’sNotesinZYDX/上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究19/AP/AP/AP4上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究2034Figure3-4ProcedureofCommissionedBalanceinZYDX5///上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究216NoYes35Figure3-5ProcedureofOrdersinZYDX/AR上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究2236Figure3-6ProcedureofSalesTurnover上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究237()()()()上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究24:上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究2537Figure3-7ProcedureofRetailinZYDX8,3.2.3上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究2612,()325304,,567,,,8上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究27()()9()()10,,,11上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究28A20B,CDEAB3003002020100100AB上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究29C*38Figure3-8ProcedureofPlanninginZYDX30020100上海交通大学MBA学位论文中移鼎讯CRM&DRP系统设计研究304.14.1.141上海交通大学MBA学位论文中移鼎讯C