本文選題：CRM + 數(shù)據(jù)中心�。� 參考：《浙江工業(yè)大學(xué)》2012年碩士論文

【摘要】：近幾年隨著期貨行業(yè)的不斷發(fā)展，期貨業(yè)對(duì)IT技術(shù)的依賴程度越來越高，，柜臺(tái)交易系統(tǒng)、清算系統(tǒng)、資產(chǎn)管理系統(tǒng)、辦公自動(dòng)化系統(tǒng)、財(cái)務(wù)系統(tǒng)都相繼建成，但目前應(yīng)用仍以業(yè)務(wù)運(yùn)行為主，各個(gè)系統(tǒng)間信息缺乏有效的共享手段，形成了大量的“信息孤島”，缺乏強(qiáng)大的業(yè)務(wù)支持、管理控制、業(yè)務(wù)分析和決策支持功能。期貨公司為了謀求更大的發(fā)展，都在積極變革思維，從外部的擴(kuò)張轉(zhuǎn)向到內(nèi)部的管理，從以“業(yè)務(wù)為導(dǎo)向”轉(zhuǎn)向到以“客戶為中心”，從“傭金價(jià)格競(jìng)爭(zhēng)”轉(zhuǎn)向到“服務(wù)質(zhì)量競(jìng)爭(zhēng)”，期貨公司要在激烈的市場(chǎng)競(jìng)爭(zhēng)中脫穎而出，必須重視公司的核心價(jià)值。對(duì)于期貨公司來說，客戶是真正的價(jià)值所在，客戶關(guān)系管理（CRM）作為一種提升客戶滿意度、提高客戶忠誠(chéng)度、深層次開發(fā)客戶價(jià)值的有效應(yīng)用受到國(guó)內(nèi)期貨公司越來越多的重視。建設(shè)以數(shù)據(jù)中心為基礎(chǔ)的CRM系統(tǒng)成為當(dāng)務(wù)之急。 對(duì)于CRM系統(tǒng)而言，最重要的是全面豐富準(zhǔn)確的客戶數(shù)據(jù)，為了滿足CRM的各種應(yīng)用，建立統(tǒng)一的客戶視圖，建設(shè)分析型企業(yè)級(jí)數(shù)據(jù)中心是基礎(chǔ)。在數(shù)據(jù)中心建設(shè)過程中ETL（Extract、Transform and Load，數(shù)據(jù)抽取、轉(zhuǎn)換和加載）和數(shù)據(jù)庫是最關(guān)鍵的兩個(gè)環(huán)節(jié)，利用ETL將異構(gòu)數(shù)據(jù)源中的業(yè)務(wù)數(shù)據(jù)經(jīng)過抽取、清洗和轉(zhuǎn)換、加載到數(shù)據(jù)中心，為CRM的應(yīng)用提供高質(zhì)量的數(shù)據(jù)。 本文以期貨CRM項(xiàng)目為依托，詳細(xì)闡述了期貨CRM數(shù)據(jù)中心規(guī)劃與設(shè)計(jì)，ORACLE RAC數(shù)據(jù)庫規(guī)劃，ETL設(shè)計(jì)與應(yīng)用，對(duì)ETL的設(shè)計(jì)與應(yīng)用研究是本文研究的重點(diǎn)。本文主要工作成果如下： 1) ETL相關(guān)理論的研究，包括數(shù)據(jù)倉庫、ODS、ETL技術(shù)等。 研究了構(gòu)建數(shù)據(jù)中心相關(guān)的數(shù)據(jù)倉庫、ODS和ETL技術(shù)，主要包括數(shù)據(jù)倉庫體系結(jié)構(gòu)，ODS體系結(jié)構(gòu)，ETL中的數(shù)據(jù)抽取、轉(zhuǎn)換、加載、元數(shù)據(jù)管理、數(shù)據(jù)質(zhì)量保證和實(shí)時(shí)ETL等相關(guān)技術(shù)。 2)期貨CRM系統(tǒng)數(shù)據(jù)中心規(guī)劃與設(shè)計(jì)。 根據(jù)期貨CRM的系統(tǒng)需求，規(guī)劃和設(shè)計(jì)了數(shù)據(jù)中心，對(duì)ETL的采集流程、數(shù)據(jù)抽取模式、數(shù)據(jù)清洗轉(zhuǎn)換方式和并發(fā)處理方式進(jìn)行了規(guī)劃，對(duì)ORACLE RAC數(shù)據(jù)庫系統(tǒng)、存儲(chǔ)系統(tǒng)進(jìn)行了規(guī)劃和設(shè)計(jì)。 3) ETL在期貨數(shù)據(jù)中心中的應(yīng)用。 根據(jù)期貨數(shù)據(jù)中心的需求和特點(diǎn)以及ETL的相關(guān)技術(shù)，本文設(shè)計(jì)了一個(gè)具有并發(fā)和分布式處理能力、支持多種數(shù)據(jù)源、支持多種數(shù)據(jù)抽取方式和轉(zhuǎn)換方式符合期貨數(shù)據(jù)中心建設(shè)要求的ETL過程，并將該ETL過程應(yīng)用到期貨CRM數(shù)據(jù)中心，該ETL具有較好的擴(kuò)展性，在支持多種異構(gòu)數(shù)據(jù)源、并行和負(fù)載均衡、異常處理和質(zhì)量保證等方面都具有一定的創(chuàng)新性。
[Abstract]:With the continuous development of the futures industry in recent years, the futures industry has become more and more dependent on IT technology. OTC systems, liquidation systems, asset management systems, office automation systems, and financial systems have all been built one after another. However, at present, the application is still mainly based on business operation, and the information among the systems is lack of effective means of sharing, forming a large number of "information isolated islands", lacking powerful business support, management control, business analysis and decision support functions. In order to achieve greater development, futures companies are actively changing their thinking, from external expansion to internal management, from "business-oriented" to "customer-centric." From "commission price competition" to "service quality competition", futures companies must attach importance to the core value of the company if they want to stand out in the fierce market competition. For futures companies, customer is the real value, customer relationship management (CRM) as a way to enhance customer satisfaction, improve customer loyalty, in-depth development of customer value effective application has been more and more attention of domestic futures companies. It is urgent to build CRM system based on data center. For CRM system, the most important thing is to enrich the accurate customer data. In order to meet the needs of CRM, to establish a unified customer view and to build an analytical enterprise data center is the foundation. In the process of data center construction, ETL extract transform and load (data extraction, conversion and loading) and database are the two most critical links. The business data in heterogeneous data source is extracted, cleaned and converted by ETL, and loaded into data center. Provide high quality data for CRM applications. Based on the future CRM project, this paper expounds the design and application of the future CRM data center planning and application in detail. The design and application of ETL is the focus of this paper. The main results of this paper are as follows: 1) the research of ETL theory, including data Warehouse (DW). The data warehouse and ETL technologies related to the construction of data center are studied, including data extraction, conversion, loading, metadata management, data quality assurance and real-time ETL. 2) Planning and design of data center of futures CRM system. According to the system demand of futures CRM, the data center is planned and designed, and the collection flow, data extraction mode, data cleaning conversion mode and concurrent processing mode of ETL are planned, and the ORACLE RAC database system is designed. The storage system is planned and designed. 3) the application of ETL in futures data center. According to the demand and characteristic of futures data center and the related technology of ETL, this paper designs a data source with concurrent and distributed processing ability. It supports a variety of data extraction methods and conversion methods to meet the requirements of the ETL process of futures data center construction, and applies the ETL process to the futures CRM data center. The ETL has good scalability and supports a variety of heterogeneous data sources. Parallelism and load balancing, exception handling and quality assurance are all innovative.
【學(xué)位授予單位】：浙江工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：TP315;TP308

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