定制型工作流在電信CRM中的實現(xiàn).pdf

1、蘭州理工大學碩士學位論文定制型工作流在電信CRM中的實現(xiàn)姓名：張超杰申請學位級別：碩士專業(yè)：通信與信息系統(tǒng)指導教師：王繼曾20070301定制犁T作流在電信cgq的實現(xiàn)AbstractTelecomCRM(CustomerRelationshipManagerment)Sy吼emconformtoChinatelacomITSPlayout，adoptadvancedBrowser／Server(B／S)basedonSOAconstr

2、uctandJ2EEtechnology，gatherwithcurrentsystemanddata，inordertonewsystemdevelopandrunprovideauniformplatform，dataandintegrationmethodConcretelyviaEAI(EnterpriseAppficationIntegration)technologyachievevarioussubsystemintegr

3、ation，viaBPM(BusinessProcessManagement)unitivemanageforfullofoperationflowviaODS(OperationalDataStore)achieveconsistentlystoreforshareddataoperationacceptwithunitiveuserinterface，finallyachievefullofoperationaccept，fullo

4、fchannelconnect，allofcustomerserviceCRM(CnstomerRelationshipManagerment)smaximalcharacteristicisIntegration，maycometruecurrentmanifoldoperationamalgamationTheintegrationoperationmanagement，benefitfortelecomCRMformIntegra

5、tionuserinformationinvariousoperation，makeabaseforsynthesisdataanalyseanddecisionmakinginordertoprovideaallrightsupportforoperationunit；achieveCRMconsistentsystematicstructure，easytomanagementandmaintenance，improveeffici

6、encyCRMchangetelecomancientlydisorderstatebaseoncustomerfirstservicenotion，betweenvarioussubsystemcooperateeachotherwithuniforminterface，adoptmainstreamORACLEdatabaseplatformunifytostorecustomerinformationallofprovincete

7、lecomviaamongdatalayeratomservicelayerinterfacelayeroperationlogiclayerinterfacelayerintermodulationachieveoperationtransactionWemayprovidefexiblecustomizeandvariousoperationrandomextendfunctionforcustomerTimelydatacolle

8、ction，workermayfulfillinseveralsecondforoperationaccept，indeedcometmecustomerservicein“fulfillinatable”，“fulfillinabill”Inthethesis，fortelecomCRMconfused，mixedandvariousoperationcharacteristicmostlydiscussbasedonBrowser／