【摘要】：隨著電信事業(yè)的迅速發(fā)展，CRM（客戶關(guān)系管理）系統(tǒng)的業(yè)務(wù)量逐漸增大，業(yè)務(wù)功能逐漸呈現(xiàn)出多樣化、復(fù)雜化的特點，給CRM系統(tǒng)的開發(fā)效率和開發(fā)質(zhì)量帶來諸多挑戰(zhàn)。構(gòu)件化軟件開發(fā)作為一種新的軟件開發(fā)技術(shù)，為CRM系統(tǒng)的開發(fā)提供了新的技術(shù)手段。該技術(shù)能夠根據(jù)業(yè)務(wù)功能將應(yīng)用軟件分成多個獨立的單元，通過組裝軟件構(gòu)件單元實現(xiàn)軟件集成，從而提高系統(tǒng)的可擴(kuò)展性和靈活性，縮短開發(fā)周期。 本文介紹了電信CRM系統(tǒng)的概念、特性、功能結(jié)構(gòu)及目前的狀況，并分析了傳統(tǒng)開發(fā)方式存在的問題。在深入研究軟件架構(gòu)，軟件開發(fā)的構(gòu)件化、流程化的基礎(chǔ)上，本文對實習(xí)單位采用的基于BCE平臺的電信CRM系統(tǒng)進(jìn)行分析研究。該平臺基于符合SOA體系結(jié)構(gòu)的AppFrame框架，針對電信CRM的業(yè)務(wù)特點，，將軟件開發(fā)過程劃分成易擴(kuò)展的、穩(wěn)定的基礎(chǔ)組件，統(tǒng)一開發(fā)模式，實現(xiàn)了基于配置的程序開發(fā)，從而提高系統(tǒng)的復(fù)用性，縮短開發(fā)周期。根據(jù)實際開發(fā)需求，本文進(jìn)一步針對BCE平臺在頁面配置方面的不足，提出了改進(jìn)方案，實現(xiàn)了頁面順序、選擇、循環(huán)流程的配置，提高了原BCE框架的適應(yīng)性和易用性。最后，本文以綜合業(yè)務(wù)受理模塊為例實現(xiàn)了電信CRM子系統(tǒng)的原型開發(fā)。測試結(jié)果表明，BCE平臺能夠有效的實現(xiàn)系統(tǒng)代碼復(fù)用，易于系統(tǒng)功能擴(kuò)展，提高開發(fā)效率，減少軟件維護(hù)成本，為企業(yè)創(chuàng)造新的價值。
[Abstract]:With the rapid development of telecommunication industry, the business volume of CRM (customer relationship Management) system is increasing gradually, and the business function gradually presents the characteristics of diversification and complexity, which brings many challenges to the development efficiency and quality of CRM system. As a new software development technology, component software development provides a new technical means for the development of CRM system. The technology can divide the application software into several independent units according to the business function, and realize the software integration by assembling the software component units, thus improving the system's expansibility and flexibility, and shortening the development period. This paper introduces the concept, characteristics, function structure and current situation of telecommunication CRM system, and analyzes the problems existing in traditional development methods. On the basis of deep research on software architecture, software development component and flow, this paper analyzes and studies the telecommunication CRM system based on BCE platform. The platform is based on the AppFrame framework which accords with SOA architecture. According to the business characteristics of telecom CRM, the software development process is divided into easy and stable basic components, unified development model, and the program development based on configuration is realized. In order to improve the reuse of the system, shorten the development cycle. According to the actual development requirements, this paper further aims at the shortcomings of the BCE platform in page configuration, proposes an improved scheme, realizes the configuration of page order, selection, cycle flow, and improves the adaptability and ease of use of the original BCE framework. Finally, the prototype development of telecom CRM subsystem is realized by taking the integrated service acceptance module as an example. The test results show that the BCE platform can effectively realize system code reuse, easy to expand system functions, improve development efficiency, reduce software maintenance costs, and create new value for enterprises.
【學(xué)位授予單位】：南京郵電大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：TP311.52

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