【摘要】：2013年12月26日中國的工業(yè)和信息化部發(fā)放了首批虛擬運(yùn)營商的牌照,這意味著很多的帶頭民營企業(yè)將會第一次進(jìn)入到移動的通信領(lǐng)域。對于傳統(tǒng)的移動通信產(chǎn)業(yè)來說隨之而來的問題是如何鞏固原有的傳統(tǒng)產(chǎn)業(yè)服務(wù)以及如何提高傳統(tǒng)移動通信運(yùn)營商的先天的優(yōu)勢,在這個基礎(chǔ)之上提高傳統(tǒng)通信運(yùn)營商的競爭力和戰(zhàn)斗力,由此開辟創(chuàng)新出一條新的道路,在技術(shù)上要爭取做到高于新興運(yùn)營商的,在利潤上發(fā)掘新的增長點(diǎn),而在眾多的通信運(yùn)營服務(wù)中,自助服務(wù)這塊一直就是重中之重,它是運(yùn)營商直接和客戶溝通的橋梁,用戶可以通過自助服務(wù)完成所選擇的業(yè)務(wù),實(shí)現(xiàn)移動通信業(yè)務(wù)的辦理,巨大的提高了移動通信行業(yè)的服務(wù)外在形象,對前臺的壓力也起到了降低的作用,可以說是一舉兩得的業(yè)務(wù),為了給用戶提供更好的服務(wù),同時也可以及時收集到有效的用戶反饋,提高傳統(tǒng)通信行業(yè)的競爭力,設(shè)計(jì)和開發(fā)一套聯(lián)通自主服務(wù)系統(tǒng)是公司的重要選擇。很多行業(yè)都有自助服務(wù)系統(tǒng),主要是解決各個行業(yè)的自助服務(wù)的問題,解放了部分營業(yè)人員的勞動,可以讓這部分做更高效智能的工作。中國聯(lián)通公司的自助服務(wù)系統(tǒng)采用了全新的服務(wù)流程、便捷便宜的資源以及足夠大的用戶群體,使其成為聯(lián)通服務(wù)中主要服務(wù)的模式。IT技術(shù)對很多傳統(tǒng)行業(yè)的影響非常之大,出現(xiàn)了很多用創(chuàng)新技術(shù)手段作為載體的創(chuàng)新型的服務(wù)和業(yè)務(wù),本文開始先介紹和分析了聯(lián)通自助服務(wù)系統(tǒng)的國內(nèi)外現(xiàn)狀和發(fā)展趨勢,從自助服務(wù)系統(tǒng)的需求和實(shí)踐的環(huán)境之上策劃了聯(lián)通公司的自助服務(wù)系統(tǒng)的設(shè)計(jì)需求以及目的,并且對聯(lián)通自助服務(wù)系統(tǒng)的系統(tǒng)結(jié)構(gòu)和應(yīng)用范圍以及各個功能模塊的組成進(jìn)行了設(shè)計(jì)和建設(shè),最后,在對聯(lián)通自助服務(wù)系統(tǒng)的進(jìn)行了實(shí)踐的測試并作了,預(yù)測和分析了自助服務(wù)系統(tǒng)市場的前景,通過對聯(lián)通公司自助服務(wù)系統(tǒng)市場現(xiàn)狀的分析提供了開拓市場的新思路。在整個技術(shù)設(shè)計(jì)和實(shí)現(xiàn)的環(huán)節(jié)中采用了多種技術(shù),比如說Java,Ajax,XML等,由于本自助服務(wù)系統(tǒng)是整個BOSS系統(tǒng)的前端系統(tǒng),所以又詳細(xì)介紹了業(yè)務(wù)運(yùn)營支撐系統(tǒng)的組成。
[Abstract]:On December 26, 2013, China's Ministry of Industry and Information Technology issued the first virtual operator licences, which means that many leading private enterprises will enter mobile communications for the first time. For the traditional mobile communication industry, the following problems are how to consolidate the original traditional industry services and how to improve the inherent advantages of the traditional mobile communication operators. On this basis, we can improve the competitiveness and combat effectiveness of traditional telecommunications operators, thereby opening up a new road for innovation. We should strive to achieve a higher level of technological growth than the emerging operators, and explore new growth points in terms of profits. Among the many communication operation services, self-service is always the most important, it is the bridge between the operator and the customer directly, the user can complete the selected business through self-service, and realize the mobile communication service processing. It has greatly improved the external image of the mobile communication industry and reduced the pressure on the front desk. It can be said that it is a business that can kill two birds with one stone. In order to provide better services to users, At the same time, it can collect effective user feedback in time, improve the competitiveness of traditional communication industry, design and develop a set of independent service system of Unicom is an important choice of the company. Many industries have self-service systems, mainly to solve the problem of self-service in various industries, liberating some of the staff's labor, so that this part can do more efficient and intelligent work. China Unicom's self-service system uses a completely new service process, convenient and inexpensive resources and a large enough user group, making it the main service mode in Unicom's services. The impact of IT technology on many traditional industries is very great. There are many innovative services and services with innovative technology as the carrier. This paper begins with the introduction and analysis of the current situation and development trend of Unicom self-service system at home and abroad. From the requirements and practical environment of the self-service system, the design requirements and purpose of the self-service system of Unicom are planned. And the system structure and application scope of Unicom self-service system as well as the composition of each functional module are designed and constructed. Finally, the test of Unicom self-service system is carried out in practice. The prospect of self-service system market is predicted and analyzed, and a new way of developing market is provided by analyzing the present situation of China Unicom self-service system market. A variety of technologies are used in the design and implementation of the whole technology, such as Java,Ajax,XML. Because the self-service system is the front-end system of the whole BOSS system, the composition of the business operation support system is introduced in detail.
【學(xué)位授予單位】：東北大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2016
【分類號】：TP311.52

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