摘要I摘要电力作为国民经济的基础和关键行业,在日常生产和生活中起着不可替代的重要作用。随着电力事业的高速发展,电力营销由以生产为中心阶段进入以消费者为中心阶段。提供良好的服务,是以消费者为中心最为直接的体现,也是增供扩销必不可少的条件。本论文就是对电力客户服务系统中电力故障报修子系统进行设计与实现。本系统基于Struts的MVC设计模式,利用其可维护性和可扩展性,软件低耦合、高内聚的设计,实现了电力故障报修系统中对于报修信息的处理。电力故障报修系统主要包括报修受理、抢修调度、报修处理、报修回访、报修归档、用户管理、人员管理、车辆管理等功能。通过电力故障报修系统的应用,强化了电力行业的内部管理、改善了服务质量,加快了电力故障维修速度,提升了客户满意度,创新了营销体系管理理念。本系统采用JSP和Struts框架技术,使用Oracle9i数据库,Tomcat服务器环境完成了电力故障报修系统对电力故障信息的处理。系统开发完成后,经过了功能测试和系统测试,现处于试运行中。电力故障报修系统的完成,为电力行业带来了工作的高效,同时也保证了信息的安全,提升了客户对电力企业的信赖。关键词:电力故障报修系统;客户服务;J2EE;Struts框架电气工程及其自动化本科毕业论文IIAbstractElectricityasthebasisofthenationaleconomyandkeyindustries,productionanddailylifeintheday-to-dayplaysanirreplaceablerole.Withtherapiddevelopmentofpowerindustry,electricitysalesfromtheproductionstageasthecenterasthecenterstageoftheconsumer.Providegoodservicestotheconsumerasthecenteristhemostdirectmanifestationof,butalsofortheexpansionbyanindispensableconditionforsale.Inthispaper,customerserviceistheSystemofElectricityPowerFailureintherepairsubsystemdetaildesignprocess.ThesystemisbasedontheMVCdesignpatternStruts,useitsmaintainabilityandscalability,software,lowcoupling,highcohesionofthedesign,therealizationofthesystemofelectricitypowerfailuretodealwithrepairinformation.Systemofelectricitypowerfailureincludingtheadmissibilityofrepair,repairscheduling,repairprocessing,repairreturn,repairarchiving,usermanagement,personnelmanagement,vehiclemanagementfunctions.Throughthesystemofelectricitypowerfailure,strengthentheinternalmanagementofthepowerindustrytoimprovetheservicequality,andacceleratedtherepairrateofapowerfailure,theincreasesincustomersatisfaction,innovationandmanagementofthemarketingsystem.ThesystemusestheframeworkofJSPandStrutstechnology,theuseofOracle9idatabase,Tomcatserverenvironmenttocompletethatsystemofelectricitypowerfailurerepairinformationforthehandlingofpowerfailure.Uponcompletionofsystemdevelopment,aftertheFunctionalTestingandSystemTesting,isnowintrialoperation.Systemofelectricitypowerfailurecompletedfortheelectricpowerindustrytoworkefficiently,butalsotoensurethesecurityofinformation,enhancecustomertrustinthepowerbusiness.Keywords:SystemofElectricityPowerFailure,CustomerService,J2EE,Strutsframework目录III目录摘要.........................................................................IAbstract....................................................................II目录.......................................................................III第1章绪论..............................................................11.1选题背景与意义......................................................11.1.1选题背景.....................................................11.1.2研究意义.....................................................11.2国内外发展现状......................................................21.3本人所做工作........................................................2第2章系统开发技术分析......................................................32.1框架、构架及设计模式概述............................................32.2Struts框架分析.....................................................32.2.1Struts设计模式...............................................32.2.2Struts工作流程...............................................52.2.3Struts标签库.................................................52.3JSP技术分析........................................................62.3.1JSP技术特点..................................................62.3.2JSP实现原理..................................................82.4开发工具分析........................................................82.4.1Eclipse简介..................................................82.4.2CVS(ConcurrentVersionSystem)..............................82.4.3JDK(JavaDevelopmentKit)...................................92.5技术可行性..........................................................9第3章系统分析.............................................................103.1需求总述...........................................................103.2用例描述...........................................................103.2.1报修受理....................................................103.2.2抢修调度....................................................143.2.3报修处理....................................................15电气工程及其自动化本科毕业论文IV3.2.4报修回访....................................................163.2.5报修归档....................................................163.3动态模型设计.......................................................173.3.1受理工单类对象动态模型......................................173.3.2抢修车辆类对象动态模型......................................173.4序列图.............................................................183.5组件图.............................................................18第4章系统设计.............................................................194.1设计指导思想和原则.................................................194.1.1指导思想....................................................194.1.2软件设计原则................................................194.2系统构架设计总体描述...............................................204.3系统流程分析.......................................................214.4功能设计................................................