商业客户运营支撑系统研究与设计

上海交通大学硕士学位论文商业客户运营支撑系统研究与设计姓名：陈晓芳申请学位级别：硕士专业：电子与通信工程指导教师：陈剑波20071201ICRMIIABSTRACTIIIRESEARCHANDDESIGNOFMOBILECOMMUNICATIONBILLINGSYSTEMABSTRACTAlongwiththeopeningofthemarketandcompetitionofinformationtechnology,oneofthekeyassignmentsofoperationistomaintainbusinessclients,andmeettherequirementsoftheseclientsandarisetheirloyallevel,andsetupcompetitionadvantageandbarrierofoffnet.Sincebusinessclientsbelongtohighvaluegroup,theycanbringbenefitsandsocialinfluence.Throughanalysisanddesigningofbusinessclientsservicesandmanagements,thisthesisanalysetherequirementsofclients.Onthebaseofunderstandingclients’requirementsandconsumptionbehavior,wedignewrequirementsofclientsandperformconformitymarketinginviewofsegmentationcustomercommunity.Bythissupportsystemwerealizesupplyingvarioussupportservicecriteriontodifferentbusinessclientsandgroupservices.Businessclients’operationsupportsystemisanorganicpartofmobileservicesupportsystem.It'ssetupbytheprincipleoftwoclasssystemanddatapool.Thewholesystemshouldsupportentirelooplifecycleincludingpre-sale,middle-saleandpost-sale,andsupportintegratedcommunicationservices,andpersonalizedchargesandpreferential.ThisthesissetCRMasitsdesignedobjective.Throughanalysisofgroupclientsmarketingstrategy,marketingorganizationanddistanceflagofmarketingstrategy,thisthesisanalysisgroupclients'requirementsofdifferentindustryanddifferentdistricts;studytheirpurchasebehaviors,keyeffectelementsandbuyingmotive;diagnoseproducts,price,channels,promotionandservicestrategy.Oursystemissetuptoofferintegratedsolutiontobusinessclients,thentomeettheneedsofourvaluedgroupclients.Thissystemcandrawinformationrelatedwithbusinessclientsfromdatapool.ThisABSTRACTIVinformationcanhelptoworkoutclients’services,productsdevelopmentandmarketcompetitionstrategy,andalsotoinstructourconcreteserviceworkaccurately.Thissystemcanmeettheneedsofclients’management,andprovideworkschememanagement,projectmanagement,serviceprocessmanagement,authoritymanagementandperformancemanagement,whichreflectadvancementmodernenterprisemanagementthought.KEYWORDS:BOSSBusinessandOperationSupportSystemDSMPMobileInformationServiceCenterWorkflowUWFEUnionWorkflowEngineUASP171OSSOSSOSSBOSS1.5BOSS18BOSS3GNGBOSSNGBOSSOSS1-1CTG-MBOSSCRM3G3GERPDCN3GUNI-ITOSSTMFNGOSSNGOSSOSSNGOSSOSSOSSOSSOSS19OSSNGOSSBOSSBOSS2.0BOSSBOSSJ2EEBOSS2102J2EEWEBJ2EEWebWEBBOSSJ2EEWebserviceJMSEJBContainerCorbaBOSSJ2EEIT2-1J2EEFig2-1:DiagramofJ2EEfunction211J2EEJavaJava2J2EE“”JDBCAPICORBAInternetEJBJavaServletAPIJSPXMLBOSSJ2EEJ2EEJ2EEwebenterprisebeanenterprisebeanBOSS3GBOSSBOSSBOSSAppframeUWFE212(SOA)WebServiceWebServiceWebServiceEJBEJBEJBServiceServiceServiceService(UWFE)AppframeJavaBeanJavaBeanJavaBeanJavaBeanAppframe2-2AppframeUWFEFig2-2:DiagramofAppframeandUWFE2.2.1J2EEAppframeAppframeSOA.AppframeWebFrameUIBLFrameOPFrameTLFrame2132-3AppframeFig2-3:ConfigurationofAppframeOPFrameAppframeO/RMappingO/RMappingCorbaTudexWebFrameBLFrameSOA214TLFrameAppframeIDEBOJSPStudio2.2.2UWFE/2-4Fig2-4:Traditionalworkflow2152-5Fig2-5:Self-definedofflowbydraggingCRMBOSS3GSIBOSSBOSS216CRMBOSSCRM71CRMCRM/234/567CRMBOSSBOSS217///2-6Fig2-6:FrameofmodelsBBOSS2182-7Fig2-7ProductsmodelBOSS.2192-8BBOSSFig2-8OrganizationofBBOSSfunctionsCRM+BOSSBOSSRBOSSBBOSSPRMBBOSSRBOSS220RBOSSBBOSSRBOSSBBOSSRBOSSBBOSSRBOSSBBOSSRBOSSBBOSS.BOSSAppframeAppframeStudioEJB-JSP-3213BBossRBossBboss3-1Fig3-1DivisionofsystemdataRBOSSBBOSSRBOSSBBOSSCRM322CRMAppframeSOAJ2EE3-2Fig3-2DesignofsystemlogicAction“”DBCORBAEJBDAO323ActionJServiceEJBPOJOPOJOEJBAppframeEJBUIUIJServiceDBCORBAEJBDAO1DAO2DAO3123(JService)(JService)ActionAction1Action1JSP1JSP2JSP32123DBCORBAEJBDAO1DAO2DAO3123(JService)(JService)ActionAction1Action1JSP1JSP2JSP321233-3Fig3-3Systemlogiclevels324RBOSS6RBOSSRBOSSSESSIONSESSIONRBOSSRBOSSRBOSSRBOSSRBOSSRBOSSSESSIONSESSIONRBOSSRBOSSRBOSSRBOSSSESSIONSESSIONRBOSSRBOSSRBOSSRBOSS3-4Fig3-4Relationofbusinessacceptanceandexternalsystem1SESSIONSESSIONSESSION2RBOSS325RBOSS3456RBOSSRBOSSRBOSS55BBOSS3263-5Fig3-5Participationmodel3273-6Fig3-6Diagramofcustomers’model3283-7Fig3-7Diagramofcorporation329ADSL3-8Fig3-8Diagramofcustomerproducts3303-9Fig3-9DiagramofcustomerinteractionBOSSBOSSAPPDM331APPDMAPPDMBOSSAPPDMAPPDMBOSSAPPDMAPPDMBOSSAPPDMBOSSAPPDMPLANAPPDMBOSSAPPDMBOSSBOSSAPPDMBOSSAPPDMBOSSAPPDMBOSSAPPDMBOSSAPPDMAPPDM332BOSSCRM::3-10BOSSFig3-10MappingonBOSS3333-11Fig3-11DiagramofauthoritymanagementManagerObjectManagerObjectTypeObjectTypeImplSysFunctionImplPageImplBOBO133423Permission1String[]getOperatorNamesUseraUserManagerObjectaManagerObjectInstance2QueryConditiongetQueryConditionUseraUserStringaOperatorName3voidcheckPermissionUseraUserStringaOperatorNameManagerObjectaManagerObjectInstance3-12Fig3-12Productsunits335SIGSMCDMA3363-13Fig3-13ProductshatchingGSMCDMA337BOSSBOSSBOSSAPPDMBOSSAPPDMAPPDMBOSSBOSSBOSSAPPDMBOSSBOSSPLANBOSSAPPDM338RBOSSBBOSS3-14BOSSFig3-14MappingonBOSS3393-15Fig3-15Marketingmodel3403-16Fig3-16Insidechannels341XXXXXXXXXXXXX3-17Fig3-17Districtmodel4424SI4-1Fig4-1Designofsystemfunction4434-2Fig4-2Businesscustomers’management12