發(fā)布時(shí)間：2018-01-19 03:19

  本文關(guān)鍵詞： CRM 數(shù)據(jù)協(xié)同 業(yè)務(wù)協(xié)同 SOA WCF　出處：《吉林大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：現(xiàn)代企業(yè)管理模式正步入信息化管理的繁榮時(shí)代，以計(jì)算機(jī)技術(shù)為主導(dǎo)的信息化技術(shù)在企業(yè)的經(jīng)濟(jì)運(yùn)行和管理環(huán)節(jié)具有舉足輕重的作用。隨著企業(yè)業(yè)務(wù)的不斷拓展，市場(chǎng)和客戶等企業(yè)的綜合管理要素日益復(fù)雜，存在著嚴(yán)重的企業(yè)營(yíng)銷和其它管理職能脫節(jié)的現(xiàn)象。這潛在的造成了企業(yè)市場(chǎng)管理的不善，客戶的滿意度和價(jià)值下降，業(yè)務(wù)人員的流動(dòng)將直接造成企業(yè)的客戶群數(shù)據(jù)信息的流失，亟待需要一種客戶關(guān)系管理的信息化解決方案來(lái)協(xié)調(diào)這些矛盾。 企業(yè)的信息化管理環(huán)境涵蓋不同的業(yè)務(wù)應(yīng)用領(lǐng)域，這些業(yè)務(wù)管理職能之間的信息溝通不暢和難于協(xié)同是現(xiàn)在企業(yè)信息化管理的最大障礙。分析現(xiàn)代企業(yè)信息化大環(huán)境，發(fā)現(xiàn)企業(yè)不同業(yè)務(wù)管理職能所使用的數(shù)據(jù)信息不一致是導(dǎo)致企業(yè)管理不能協(xié)同的本源所在�；谄髽I(yè)數(shù)據(jù)信息一致性和企業(yè)管理職能協(xié)同化的目標(biāo)，本文設(shè)計(jì)實(shí)現(xiàn)了基于數(shù)據(jù)服務(wù)驅(qū)動(dòng)的協(xié)同本位CRM(Customer RelationshipManagement)系統(tǒng)，旨在為企業(yè)的綜合管理職能提供一致的信息環(huán)境，并使所有業(yè)務(wù)在整個(gè)企業(yè)信息化環(huán)境內(nèi)協(xié)同工作。 基于數(shù)據(jù)服務(wù)驅(qū)動(dòng)的協(xié)同本位CRM系統(tǒng)提供了企業(yè)集成化的數(shù)據(jù)平臺(tái)，為企業(yè)的信息化管理職能的協(xié)同工作掃清了障礙，解決了企業(yè)信息不一致給企業(yè)管理帶來(lái)的困擾，在企業(yè)信息化管理理念和數(shù)據(jù)集成的信息化領(lǐng)域具有一定的實(shí)際應(yīng)用價(jià)值和理論研究?jī)r(jià)值。本文設(shè)計(jì)和實(shí)現(xiàn)的基于數(shù)據(jù)服務(wù)的協(xié)同本位CRM系統(tǒng)解決了兩個(gè)關(guān)鍵問(wèn)題，一是研究和應(yīng)用了企業(yè)信息化管理集成數(shù)據(jù)平臺(tái)的綜合解決方案，其次是給出了企業(yè)各種信息化管理職能聯(lián)動(dòng)的協(xié)同工作模型。同時(shí)，基于數(shù)據(jù)服務(wù)驅(qū)動(dòng)的協(xié)同本位CRM系統(tǒng)實(shí)現(xiàn)了一個(gè)關(guān)鍵目標(biāo)—實(shí)現(xiàn)企業(yè)管理的一致性。 本文設(shè)計(jì)和實(shí)現(xiàn)的協(xié)同本位CRM系統(tǒng)尊重了以服務(wù)的視角搭建企業(yè)信息化管理平臺(tái)的指導(dǎo)原則。企業(yè)數(shù)據(jù)信息的不一致也就是未能實(shí)現(xiàn)業(yè)務(wù)和數(shù)據(jù)環(huán)境的解耦關(guān)系。企業(yè)內(nèi)的各種管理信息系統(tǒng)不能協(xié)同工作，根源同樣是未能實(shí)現(xiàn)這些管理職能間的業(yè)務(wù)解耦。軟件中的服務(wù)理念是實(shí)現(xiàn)業(yè)務(wù)集成和解耦的優(yōu)良解決方案，把數(shù)據(jù)的存取視為一種服務(wù)，業(yè)務(wù)的數(shù)據(jù)操作請(qǐng)求視為服務(wù)的調(diào)用者，數(shù)據(jù)服務(wù)組件即為服務(wù)提供者，這充分的實(shí)現(xiàn)了上層業(yè)務(wù)和數(shù)據(jù)環(huán)境操作的解耦關(guān)系，也就為企業(yè)的一致性集成數(shù)據(jù)環(huán)境的存在提供了基礎(chǔ)條件。依賴企業(yè)內(nèi)部的集成服務(wù)總線ESB(Enterprise Service Bus)，將各種管理功能的網(wǎng)狀業(yè)務(wù)依賴關(guān)系轉(zhuǎn)換成線性關(guān)系，從而為協(xié)同工作創(chuàng)造了條件。基于上述策略，本文實(shí)現(xiàn)的系統(tǒng)采用了面向服務(wù)的架構(gòu)SOA(Service Oriented Architecture)思想，，注重從服務(wù)的理念去理解軟件系統(tǒng)，使用WCF(Windows Communication Foundation)技術(shù)作為分布式系統(tǒng)信息交換的手段，設(shè)計(jì)實(shí)現(xiàn)了協(xié)同本位CRM系統(tǒng)。從實(shí)現(xiàn)的角度，協(xié)同本位的CRM系統(tǒng)是一個(gè)基于.Net平臺(tái)的平臺(tái)系統(tǒng)，開(kāi)發(fā)語(yǔ)言是C#，數(shù)據(jù)庫(kù)環(huán)境選擇了Sql Server2008，開(kāi)發(fā)過(guò)程中充分的應(yīng)用了多種流行的軟件技術(shù)和手段進(jìn)行系統(tǒng)設(shè)計(jì)及實(shí)現(xiàn)。著眼于企業(yè)的CRM理念和軟件的實(shí)際應(yīng)用層面，本文在如下的幾個(gè)方面進(jìn)行了深入的研究和論述。 第一、闡述了本文項(xiàng)目的背景、研究現(xiàn)狀和CRM的領(lǐng)域知識(shí)； 第二、研究了軟件中的服務(wù)理念，從服務(wù)的視角去理解軟件系統(tǒng)； 第三、研究了一種合理的數(shù)據(jù)集成的綜合解決方案； 第四、研究了一種企業(yè)管理職能協(xié)同的工作模型；
[Abstract]:Is a modern enterprise management mode into the information management of the prosperity of the era of information technology with computer technology as the leading factor plays an important role in the economic operation and management processes of enterprise. With the continuous expansion of business, the integrated management elements of the market and customers of enterprises is becoming more and more complicated, there is a gap between the enterprise marketing and other serious management functions the phenomenon. This potential caused the enterprise market management, customer satisfaction and business value decreased, the flow of personnel will be a direct result of customer data of enterprise information loss, urgently need a customer relationship management information solutions to reconcile these contradictions.
Enterprise information management environment covers different business applications, the information communication between the business management functions of the poor and difficult coordination is the biggest obstacle to the enterprise informationization management. Now environment analysis of modern enterprise informationization, found that enterprises use different business management functions of the data inconsistency is the result of enterprise management cannot cooperate with the origin. Enterprise data consistency and collaborative enterprise management functions based on the target of this paper design and implement collaborative standard driver based on CRM data service (Customer RelationshipManagement) system, in order to provide consistent information environment for enterprise's comprehensive management function, and all the business collaboration in the environment of information across the enterprise.
Provides enterprise integrated data platform based collaborative CRM system based on data service driven, collaborative work clearing for enterprise information management function obstacle, solve the enterprise information inconsistent to the enterprise management problems, in the enterprise information management concept and the number according to the field of information integration has the value of practical application value and theory research sure. This design and implementation of CRM based collaborative system based on data service to solve two key problems, is a comprehensive solution for the research and application of the integrated information management platform for enterprise data solutions, then gives a collaborative model of enterprise information management functions of various linkage. At the same time, collaborative CRM system data service standard drive to achieve a key goal to realize the consistency of enterprise management based on.
In this paper, the design and implementation of CRM based collaborative system respect the guiding principles to the service from the perspective of building enterprise informationization management platform. Enterprise data inconsistency is failed to achieve the decoupling relationship between business and environment data. Enterprises in various management information systems do not work, root also failed to achieve business decoupling these management functions the software service concept is a good solution for business integration and decoupling, data access as a kind of service, business data as a service operation request caller, data service component is the service provider, which fully realized the decoupling relationship between the upper business and data environment operation, also it provides basic conditions for the consistency of the integrated data environment of enterprise's existence. Integrated enterprise service bus ESB dependent (Enterprise Service Bus), will All kinds of management function and net business dependencies into a linear relationship, thus creating conditions for cooperative work. Based on the above strategy, the implementation of this system using service oriented architecture SOA (Service Oriented Architecture), focus on the service concept to understand software system, using WCF (Windows Communication Foundation) technology as a means of the distributed information exchange system, the design and implementation of CRM based collaborative system. From the view of implementation of CRM based collaborative system is a platform system based on.Net platform, development language is C#, select the Sql Server2008 database environment, system design and implementation of the development process of the full application of a variety of popular software technologies and methods. The practical application level focuses on the concept of CRM and software, this paper deeply studied and discussed in the following aspects.
First, the background of the project, the status of the research and the domain knowledge of CRM are expounded.
Second, the concept of service in software is studied, and the software system is understood from the perspective of service.
Third, a comprehensive solution of a reasonable data integration is studied.
Fourth, the work model of enterprise management function synergy is studied.

【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：TP311.52

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本文編號(hào)：1442416