上海通用客服管理信息系统设计与实现
摘要
上海通用汽车有限公司一直以来都坚持“以客户为中心,以市场为导向”的经营理念,以高质量、多品种的产品和高效优质的服务,不断满足用户的需求。早在1998年上海通用汽车就设立了顾客支持中心,经过十几年的发展,客服中心受理的业务量日益增加,旧的客服系统已经不能满足公司发展的需要,为了提高客服中心的工作效率,更好地满足顾客的需求,建立新的客服管理系统成了十分重要且必须的事情。
本文在阅读大量文献资料的基础上,对系统建设过程中的分析、设计、实现、测试等相关内容有了相当的了解。在对公司的需求进行充分调研后展开了系统的设计工作,上海通用客服管理系统的设计基于B/S架构,运用了Web四层体系结构(表示层、业务逻辑层、持久化层和数据库层)和系统建模等相关技术进行构建,采用.NET开发平台和SQL Server 2000数据库进行开发。实现了包括客户管理、案例管理、活动管理、联系人管理、车辆管理、产品管理和经销商&维修站管理等在内的七大功能,很好地实现了公司日常客服方面管理的自动化、信息化和系统化。
经过多次测试后系统投入运行,经过运行系统显示了它的优点:界面显示友好、功能设计齐全、性能稳定可靠、操作简便直接等,这些都很好地实现了系统的功能需求,成为了客户支持中心进行客服管理不可多得的好帮手。
Shanghai General Motors Corporation has always adhered to the business philosophy of "customer-centric, market-oriented" to continuously meet customers’needs by providing quality and variety products and high quality services. Shanghai GM established a customer support center at the end of 1998, after more than ten years’developing, the customer service center needs to deal with more and more business, the old customer service system can not meet the development needs of the company. In order to improve the efficiency of customer service center and meet the customers’needs, establishing a new customer management system is very important and we must do it in time.
Lots of articles about the system analysis,design, implement and test were read, I have known the process of the system construction. After investigating the company needs, we start the work of system designing.The SGM Customer Relationship Management System is designed basing on B/S structure, using the Web four architecture (presentation layer, Business Logic Tier, persistence layer and database layer), UML and other relational technology to construct the System, using the .NET platform and SQL Server 2000 database to develop the System. The System can achieve seven functions such as customers management, cases management, activity management, connecters management, cars management, products management and sellers& maintenances management. The System can achieve the automation, informationization and systematization in daily work of customer relationship management.
After several tests the system is put into operation, during operation we can see it really have many advantages, such as the user-friendly interface, the overall function, the stable performance, the simple operation and so on. The system can do well in satisfying the requirement, it is really a good helper in the customer support center.
本文在阅读大量文献资料的基础上,对系统建设过程中的分析、设计、实现、测试等相关内容有了相当的了解。在对公司的需求进行充分调研后展开了系统的设计工作,上海通用客服管理系统的设计基于B/S架构,运用了Web四层体系结构(表示层、业务逻辑层、持久化层和数据库层)和系统建模等相关技术进行构建,采用.NET开发平台和SQL Server 2000数据库进行开发。实现了包括客户管理、案例管理、活动管理、联系人管理、车辆管理、产品管理和经销商&维修站管理等在内的七大功能,很好地实现了公司日常客服方面管理的自动化、信息化和系统化。
经过多次测试后系统投入运行,经过运行系统显示了它的优点:界面显示友好、功能设计齐全、性能稳定可靠、操作简便直接等,这些都很好地实现了系统的功能需求,成为了客户支持中心进行客服管理不可多得的好帮手。
Shanghai General Motors Corporation has always adhered to the business philosophy of "customer-centric, market-oriented" to continuously meet customers’needs by providing quality and variety products and high quality services. Shanghai GM established a customer support center at the end of 1998, after more than ten years’developing, the customer service center needs to deal with more and more business, the old customer service system can not meet the development needs of the company. In order to improve the efficiency of customer service center and meet the customers’needs, establishing a new customer management system is very important and we must do it in time.
Lots of articles about the system analysis,design, implement and test were read, I have known the process of the system construction. After investigating the company needs, we start the work of system designing.The SGM Customer Relationship Management System is designed basing on B/S structure, using the Web four architecture (presentation layer, Business Logic Tier, persistence layer and database layer), UML and other relational technology to construct the System, using the .NET platform and SQL Server 2000 database to develop the System. The System can achieve seven functions such as customers management, cases management, activity management, connecters management, cars management, products management and sellers& maintenances management. The System can achieve the automation, informationization and systematization in daily work of customer relationship management.
After several tests the system is put into operation, during operation we can see it really have many advantages, such as the user-friendly interface, the overall function, the stable performance, the simple operation and so on. The system can do well in satisfying the requirement, it is really a good helper in the customer support center.
引文
[1]陈俊波.企业客户关系系统.实践与探索,242-243.
[2]廖志英,董安邦.基于C/S和B/S混合结构的管理系统运行模式.计算机工程与应用,2002.10: 184-185.
[3] David M.Crystal Reports for Visual Studio.NET.NewYork: Wrox Press Ltd,2002.
[4]旁慧娟,林效明.代替ASP技术的新一代——ASP.NET技术.电脑与信息技术,2003(1):145-148.
[5] Stephen Walther.ASP.NET UNLEASHED .Sams Publishing,2004, 263-266.
[6] Daniel Cazzulino.C# Web应用程序入门经典.王晓娜译.北京:清华大学出版社,2003, 174-177.
[7] Jeff P.Programming Microsoft.NET.NewYork: Microsoft Press,2002.
[8]胡迎松,彭利文,池楚兵.基于.NET的Web应用四层结构设计技术.计算机工程,2003.
[9]薛华城.管理信息系统(第三版).北京:清华大学出版社,1999, 105-112.
[10]吴建,郑潮,汪杰.UML基础与Rose建模案例.北京:人民邮电出版社,2004, 225-229.
[11]麻志毅.面向对象方法与UML.软件工程与标准化,2003(5):36-39.
[12] Michael Blaha,James Rumbaugh. Object-Oriented Modeling and Design with UML.Posts & Telecom Press.
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[14]张友生,徐锋.系统分析师技术指南.北京:清华大学出版社,2004, 339-341.
[15]张志清.管理信息系统实用教程.北京:电子工业出版社,2006, 174-178.
[16] (美)Raghu Ramakrishnan,Johannes Gehrke著.数据库管理系统.周立柱等译.北京:电子工业出版社,2002.
[17] Leslie W.Flott. Database Design, Innovation and Control. Metal Finishing.1998, 24-26.
[18]萨师煊,王珊.数据库系统概论.北京:高等教育出版社,2003, 263-264.
[19]曾登高..NET系统架构与开发.北京:电子工业出版社,2003, 284-289.
[20]邝孔武,王晓敏.信息系统分析与设计.北京:清华大学出版社(第二版),2002, 145-148.
[21]樊慧琼.基于Web的统一信息平台的架构.计算机与现代化.2006(5):11-13.
[22] Lewis William. Software Testing and Continus Quality Improvement. AUERBACK.
[23]古乐,史九林.软件测试技术概论.北京:清华大学出版社,2004, 176-179.
[24] Glenford J.Myers.The Art of Software Testing(Second Edtion) .China Machine Press,2006:5-7.
[25] Ron Patton.软件测试.北京:机械工业出版社,2002, 56-59.
[26]Arturas Kaklauskas,Edmundas Zavadskas,Algirdas Andruskevicius.Cooperative Integrated Web-Based Negotiation and Decision Support System for Real Estate.Computer Science,2005, 58-62.
[27]王铁,徐雅骥,童霞等. Microsoft.NET程序设计技术内幕.北京:清华大学出版社,2004, 299-302.
[28] Chung Kit Pang.Knowledge base internet search for construction and real estate informationsystem.Publisher HongKong Polytechnic University,2002:101-117.
[29]刘晓华.精通.NET核心技术:原理与构架.北京:电子工业出版社,2002, 154-159.
[30]张志学等..NET框架程序开发指南(上册) .北京:清华大学出版社,2002, 169-172.
[2]廖志英,董安邦.基于C/S和B/S混合结构的管理系统运行模式.计算机工程与应用,2002.10: 184-185.
[3] David M.Crystal Reports for Visual Studio.NET.NewYork: Wrox Press Ltd,2002.
[4]旁慧娟,林效明.代替ASP技术的新一代——ASP.NET技术.电脑与信息技术,2003(1):145-148.
[5] Stephen Walther.ASP.NET UNLEASHED .Sams Publishing,2004, 263-266.
[6] Daniel Cazzulino.C# Web应用程序入门经典.王晓娜译.北京:清华大学出版社,2003, 174-177.
[7] Jeff P.Programming Microsoft.NET.NewYork: Microsoft Press,2002.
[8]胡迎松,彭利文,池楚兵.基于.NET的Web应用四层结构设计技术.计算机工程,2003.
[9]薛华城.管理信息系统(第三版).北京:清华大学出版社,1999, 105-112.
[10]吴建,郑潮,汪杰.UML基础与Rose建模案例.北京:人民邮电出版社,2004, 225-229.
[11]麻志毅.面向对象方法与UML.软件工程与标准化,2003(5):36-39.
[12] Michael Blaha,James Rumbaugh. Object-Oriented Modeling and Design with UML.Posts & Telecom Press.
[13]傅铅生.信息系统分析与设计.北京:国防工业出版社,2005, 264-267.
[14]张友生,徐锋.系统分析师技术指南.北京:清华大学出版社,2004, 339-341.
[15]张志清.管理信息系统实用教程.北京:电子工业出版社,2006, 174-178.
[16] (美)Raghu Ramakrishnan,Johannes Gehrke著.数据库管理系统.周立柱等译.北京:电子工业出版社,2002.
[17] Leslie W.Flott. Database Design, Innovation and Control. Metal Finishing.1998, 24-26.
[18]萨师煊,王珊.数据库系统概论.北京:高等教育出版社,2003, 263-264.
[19]曾登高..NET系统架构与开发.北京:电子工业出版社,2003, 284-289.
[20]邝孔武,王晓敏.信息系统分析与设计.北京:清华大学出版社(第二版),2002, 145-148.
[21]樊慧琼.基于Web的统一信息平台的架构.计算机与现代化.2006(5):11-13.
[22] Lewis William. Software Testing and Continus Quality Improvement. AUERBACK.
[23]古乐,史九林.软件测试技术概论.北京:清华大学出版社,2004, 176-179.
[24] Glenford J.Myers.The Art of Software Testing(Second Edtion) .China Machine Press,2006:5-7.
[25] Ron Patton.软件测试.北京:机械工业出版社,2002, 56-59.
[26]Arturas Kaklauskas,Edmundas Zavadskas,Algirdas Andruskevicius.Cooperative Integrated Web-Based Negotiation and Decision Support System for Real Estate.Computer Science,2005, 58-62.
[27]王铁,徐雅骥,童霞等. Microsoft.NET程序设计技术内幕.北京:清华大学出版社,2004, 299-302.
[28] Chung Kit Pang.Knowledge base internet search for construction and real estate informationsystem.Publisher HongKong Polytechnic University,2002:101-117.
[29]刘晓华.精通.NET核心技术:原理与构架.北京:电子工业出版社,2002, 154-159.
[30]张志学等..NET框架程序开发指南(上册) .北京:清华大学出版社,2002, 169-172.