本文選題：客戶關(guān)系管理 + JAVA�。� 參考：《北京工業(yè)大學(xué)》2013年碩士論文

【摘要】：我國(guó)快餐業(yè)經(jīng)過20年間的飛速發(fā)展，其規(guī)模不斷擴(kuò)大，管理水平和服務(wù)水平也在不斷的提升，，完成了向消費(fèi)者市場(chǎng)的轉(zhuǎn)變。當(dāng)今社會(huì)，互聯(lián)網(wǎng)應(yīng)用的普及，為管理者提供了一個(gè)嶄新地、迅捷、高效地交流管理平臺(tái)，提升了對(duì)餐廳這類消費(fèi)產(chǎn)品的執(zhí)行權(quán)力和管理能力。一方面，管理者對(duì)實(shí)體餐廳的管理精益求精；另一方面，行業(yè)內(nèi)高度的競(jìng)爭(zhēng)態(tài)勢(shì)使餐廳產(chǎn)品、服務(wù)質(zhì)量以及營(yíng)銷手段的相似程度越來越高，通過產(chǎn)品、服務(wù)差異營(yíng)造出的優(yōu)勢(shì)越發(fā)不明顯且時(shí)效越來越短，通過營(yíng)銷戰(zhàn)術(shù)打造競(jìng)爭(zhēng)優(yōu)勢(shì)越來越困難。為了在瞬息萬變地商業(yè)環(huán)境中創(chuàng)造出領(lǐng)先的管理理念，從而獲得可持續(xù)發(fā)展的競(jìng)爭(zhēng)優(yōu)勢(shì)，許多餐飲業(yè)的管理者重新審視了經(jīng)營(yíng)環(huán)境，并將焦點(diǎn)著眼于內(nèi)部管理方面。應(yīng)用基于WEB的CRM(CustomerRelationship Management)管理系統(tǒng)，有利于提升企業(yè)的運(yùn)營(yíng)效率，實(shí)現(xiàn)對(duì)實(shí)體餐廳的標(biāo)準(zhǔn)化管理，同時(shí)提升管理者對(duì)實(shí)體餐廳服務(wù)的滿意度，切實(shí)提高行業(yè)競(jìng)爭(zhēng)力。 本文結(jié)合北京XXX公司自身發(fā)展和信息化的實(shí)際需求，對(duì)餐飲企業(yè)CRM客戶系統(tǒng)的基礎(chǔ)應(yīng)用、需求分析、系統(tǒng)架構(gòu)以及設(shè)計(jì)與實(shí)現(xiàn)等方面進(jìn)行了論述，同時(shí)對(duì)系統(tǒng)設(shè)計(jì)與實(shí)現(xiàn)所采用的關(guān)鍵技術(shù)進(jìn)行了研究，闡述了CRM客戶關(guān)系管理系統(tǒng)領(lǐng)域應(yīng)用軟件的特性。在設(shè)計(jì)中，以SSH技術(shù)框架為主導(dǎo)思想，設(shè)計(jì)系統(tǒng)三層主要架構(gòu)。對(duì)餐廳上報(bào)模塊和神秘訪客模塊的實(shí)現(xiàn)做了介紹，描述了從需求推導(dǎo)而來的類結(jié)構(gòu)圖以及設(shè)計(jì)方案。經(jīng)過功能測(cè)試，性能測(cè)試，安全測(cè)試等測(cè)試的結(jié)論證明了本系統(tǒng)達(dá)到了設(shè)計(jì)要求。該系統(tǒng)已投入運(yùn)行，實(shí)踐表明有效提升了北京XXX公司對(duì)實(shí)體餐廳的管理水平，提升實(shí)體餐廳服務(wù)的質(zhì)量，對(duì)降低運(yùn)營(yíng)成本起到了促進(jìn)作用。
[Abstract]:After 20 years of rapid development of fast food industry in China, the scale of fast food industry continues to expand, the level of management and service is also constantly improving, which has completed the transformation to the consumer market. In today's society, the popularity of Internet applications provides managers with a new, rapid and efficient communication management platform, and improves the executive power and management ability of consumer products such as restaurants. On the one hand, managers strive for excellence in the management of physical restaurants; on the other hand, the high level of competition in the industry makes restaurant products, service quality and marketing methods more and more similar, through products, The advantage created by service difference is less and less obvious, so it is more and more difficult to build competitive advantage through marketing tactics. In order to create the leading management idea in the rapidly changing business environment and obtain the competitive advantage of sustainable development, many managers of the catering industry have re-examined the business environment and focused on the internal management. The application of CRM customer relationship Management system based on Web is helpful to improve the operation efficiency of the enterprise, realize the standardized management of the entity restaurant, and enhance the satisfaction degree of the manager to the entity restaurant service at the same time. In this paper, the basic application, requirement analysis, system structure, design and implementation of CRM customer system in catering enterprises are discussed according to the actual needs of Beijing XXX Company's own development and informatization. At the same time, the key technologies used in the system design and implementation are studied, and the characteristics of CRM application software in the field of customer relationship management system are expounded. In the design, SSH technology framework as the leading idea, design the system three-tier main framework. This paper introduces the implementation of restaurant report module and mysterious visitor module, and describes the class structure diagram and design scheme derived from requirements. The results of function test, performance test and safety test prove that the system meets the design requirements. The system has been put into operation. The practice shows that it has effectively improved the management level of Beijing XXX Company to the entity restaurant, improved the quality of the entity restaurant service, and played a promoting role in reducing the operating cost.
【學(xué)位授予單位】：北京工業(yè)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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