【摘要】：Labthink蘭光是一家以實(shí)驗(yàn)室檢測(cè)儀器研發(fā)制造和實(shí)驗(yàn)室IT服務(wù)為核心業(yè)務(wù)的企業(yè)。隨著公司業(yè)務(wù)的不斷的擴(kuò)展、需求客戶的大量提升、企業(yè)管理人員的管理的理念不斷的更新,蘭光由之前的以產(chǎn)品為中心的管理模式逐步轉(zhuǎn)向以客戶為中心的管理模式。本文根據(jù)蘭光公司提出的轉(zhuǎn)變需求,經(jīng)過分析蘭光公司實(shí)際需求和業(yè)務(wù)流程,并結(jié)合客戶關(guān)系管理的思想,設(shè)計(jì)和實(shí)現(xiàn)了一個(gè)針對(duì)蘭光企業(yè)所用的綜合客戶關(guān)系管理系統(tǒng)。首先,本文根據(jù)蘭光綜合客戶關(guān)系管理系統(tǒng)項(xiàng)目的背景,在分析蘭光公司需要解決的問題的基礎(chǔ)上,分析了系統(tǒng)的功能性需求和非功能性需求。根據(jù)所得到的需求分析,進(jìn)一步討論了蘭光綜合客戶關(guān)系管理系統(tǒng)的架構(gòu)設(shè)計(jì)。在系統(tǒng)架構(gòu)設(shè)計(jì)中分為技術(shù)架構(gòu)和功能架構(gòu)這兩個(gè)方面進(jìn)行了針對(duì)性的分析和設(shè)計(jì)討論。在技術(shù)架構(gòu)設(shè)計(jì)中,我們著重分析了模型-視圖-控制器三層框架結(jié)構(gòu)。在分析了系統(tǒng)架構(gòu)設(shè)計(jì)之后,我們又進(jìn)行了蘭光綜合客戶關(guān)系管理系統(tǒng)的詳細(xì)設(shè)計(jì)。根據(jù)需求分析設(shè)計(jì)中提出的售前的線索、商機(jī)管理和售后的發(fā)貨單、服務(wù)案例管理兩條思路,分別討論了各個(gè)模塊的詳細(xì)設(shè)計(jì)及數(shù)據(jù)庫(kù)表結(jié)構(gòu)的設(shè)計(jì)。然后,我們?cè)谙到y(tǒng)的詳細(xì)設(shè)計(jì)的基礎(chǔ)上,對(duì)各個(gè)模塊的實(shí)現(xiàn)進(jìn)行了介紹,給出了系統(tǒng)的總體實(shí)現(xiàn)。然后著重對(duì)線索、商機(jī)、發(fā)貨單、服務(wù)案例管理模塊的實(shí)現(xiàn)進(jìn)行了詳細(xì)的分析。隨后在系統(tǒng)測(cè)試環(huán)節(jié)中,主要介紹了系統(tǒng)的測(cè)試所需要的資源和環(huán)境、系統(tǒng)的測(cè)試策略、測(cè)試數(shù)據(jù)的準(zhǔn)備及測(cè)試過程并對(duì)測(cè)試的數(shù)據(jù)結(jié)果進(jìn)行了詳細(xì)的分析。最后,本文對(duì)蘭光綜合客戶關(guān)系管理系統(tǒng)的應(yīng)用情況作了簡(jiǎn)單介紹,并對(duì)系統(tǒng)的設(shè)計(jì)和實(shí)現(xiàn)進(jìn)行了總結(jié),提出了對(duì)蘭光綜合客戶關(guān)系管理系統(tǒng)的展望和改進(jìn)建議。
[Abstract]:Labthink Languang is a laboratory testing instrument R & D manufacturing and laboratory IT services as the core business. With the continuous expansion of the company's business, the need for a large number of customer upgrading, the management of enterprise managers constantly updated, Languang from the previous product-centric management model to customer-centric management model. According to the change demand of Languang Company, this paper designs and implements a comprehensive customer relationship management system for Languang enterprise by analyzing the actual demand and business process of Languang Company, and combining with the idea of customer relationship Management (CRM). Firstly, according to the background of the project, this paper analyzes the functional requirements and non-functional requirements of the system on the basis of analyzing the problems that need to be solved by Languang Company. According to the requirement analysis, the architecture design of Languang Integrated customer relationship Management system is further discussed. The system architecture is divided into two aspects: technical architecture and functional architecture. In the technical architecture design, we analyze the model-view-controller three-tier frame structure. After analyzing the system architecture design, we have carried out the detailed design of Languang integrated customer relationship management system. The detailed design of each module and the design of database table are discussed according to the ideas of pre-sale clue, business opportunity management and after-sale delivery order, service case management, which are put forward in the demand analysis design. Then, based on the detailed design of the system, the implementation of each module is introduced, and the overall implementation of the system is given. Then the clue, business opportunity, delivery order, service case management module are analyzed in detail. Then in the system testing link, the paper mainly introduces the resources and environment needed for the system test, the system test strategy, the test data preparation and the test process, and analyzes the test data results in detail. Finally, this paper briefly introduces the application of Languang Integrated customer relationship Management system, summarizes the design and implementation of the system, and puts forward the prospect and improvement suggestions of Languang Integrated customer relationship Management system.
【學(xué)位授予單位】：山東大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：TP311.52

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