电信CRM项目码号管理子系统的设计与实现-软件工程专业毕业论文.docx

摘要
随着科学技术的不断进步,电信市场的竞争日益激烈。面对竞争的不断加剧和信息产业技术的飞速发展,CRM(Customer Relationship Management 客户关系管理)这种企业管理软件系统以其相对较高的企业信息化水平、较丰富的数据资源以及技术经验等优势,逐步成为了电信企业改善企业自身形象、提高企业自身服务质量、降低客户资源流失、增强企业竞争力的关键。
本文以作者参与的中国电信集团级 CRM 为背景,研究码号管理系统。在系统设计过程中,首先阐述了 CRM 以及相关技术的研究与应用现状,并简要分析和介绍了 SOA 架构、J2EE 平台与 SSH 框架,在该理论的基础上根据对现存问题的分析,提出了系统的设计思想;然后结合企业的业务流程,完成了系统的需求分析,并在此基础上设计了基于 SOA 架构、构建在 J2EE 平台上、集成 SSH 的开发框架,分别对表示层、业务层和持久层进行了总体设计;以 Hibernate 作为持久层开发工具的基础上选择 Oracle9i 作为数据库,并且对数据库进行了设计;根据现有技术,完成了基于 NIST RBAC 模型的码号管理系统权限设计。
依据以上对系统的设计,最终完成并实现了电信 CRM 项目码号管理子系统, 根据项目的验收报告,逐一完成了码号管理系统的各项测试,验证了系统的稳定性与效用性。
关键字:码号管理系统客户关系管理 J2EE平台 SSH框架 SOA架构
Abstract
With the continuous development of science and technology, competition in tele- communication field is increasingly fierce. To face the petition and fast de- velopment of information industry, enterprise management software--CRM(Customer Relationship Management), which has the advantage of higher informationization level, more abundant data resource and technical experience, es the key point in im- proving corporate image, enhancing corporate service quality, decreasing custom loss and strengthening the petitiveness.
This paper studies code management system with the background of group-level CRM in China . Firstly, CRM system, related research and present application status are elaborated. SOA structure, J2EE platform and SSH frame are briefly ana- lyzed. The system design thought is proposed through analyzing existing problems. Secondly, combined with enterprise business process, system demand analysis pleted. Then, SOA-based development frame with J2EE platform integrated with SSH is designed. The overall design of expression layer, service layer and persistence layer is made. Lastly, based on Hibernate as development tool of persistence layer, we selected Oracle9i as database and finished the database design. Based on present tech- nology, authority design of NIST RBAC-based code management system authority de- sign is made.
According to above