基于CRM理念下的邮政综合业务处理系统

【作者】 刘安丰；

【导师】 谭汉松；

【作者基本信息】 中南大学 ， 计算机应用技术， 2002， 硕士

【摘要】 本文在研究国内外信息数据处理的应用发展状况的基础上，结合湖南省邮政综合业务处理系统的设计与实现，对实施中的开发方法和信息集成与客户关系处理进行了较为深入的探讨，对此中的技术难点提出了一些思路和解决方案。 湖南省邮政综合业务处理平台是湖南省邮政系统进入电子化业务处理的基础化的电子信息平台。它包括邮政信息交换平台和综合业务处理系统。邮政信息交换平台是一个基础性的平台，主要目的是在网络层以下进行信息处理与交流。而综合业务处理系统是在信息交换平台基础上的应用系统的开发，综合业务处理系统包括与邮政业务有关的几乎所有业务，这是一个大的统一的行业信息处理系统，它涉及到很多方面，例如：网络构成、系统平台选型与组建、系统安全、具体业务功能设计等等。本文主要研究开发其中的三个方面：基础信息处理系统、电子商务系统、以及在基础业务系统上的CRM(客户关系管理)系统。 本系统不仅仅以完成系统功能为目的，一般软件的实现都是以满足用户所需功能为终点，本系统的最大特点在是在各种业务处理的信息中提取对行业有价值的信息，形成客户关系管理，进一步开拓邮政业务，提高邮政的服务质量，使其成为在激烈的市场竞争中取胜的利器。 本文结合当前先进的技术与发展，提出和解决了一些在邮政业务处理中具有代表性的新问题，主要包括：数据库访问中间件的研究与构造数据连接池技术；异种网络间数据交换机制的分析及实现；安全技术：一般业务安全需求，中等业务处理安全需求，电子商务安全需求；各种开发平台技术集成，如Unix、Windows NT、Linx平台；各种开发技术和模式集成；基于客户／中间服务器擞据库服务器的三层结构开发技术；中间件技术，JSP技术；大型数据库系统性能优化与数据处理优化；基于Oracle和JDBC的跨平台网络数据库访问；基于数据仓库的数据管理与CRM决策支持体系等等。 不足的是，这个系统主要是应用层的开发，一些具体问题的解决，对于其中涉及到的很多理论方面，未作非常深入的研究。由于CRM属于新涌现的技术，有许多理论与实施正在发展之中。本文也未作进一步的研究与讨论。更多还原

【Abstract】 In this thesis, based on the research of materials about information and data processing , its development and application are briefly reviewed .Combined with the realization and designation of integrated service system of HuNan post. The designing method and information integration technology and client relation management are thoroughly analyzed. The solution and some idea of some technique problem during realization of it are forwarded.HuNan post integrated service management platform is basic electron information platform, through it HuNan post can management their service with electron. It include Post information exchange platform and integrated service management platform. Post information exchange platform is a basic platform. It’s manly object is to management and exchange information under the network layer. Yet Integrated service management system is a application system which is designed on the information exchange platform. It include almost service relation with post service , it is one of large and uniform trade information management system ,and relate to many side. For instance: network structure, the model of system platform and construct, system security, design of business function etc. The thesis manly involved three sides: basic information management system, electronic commerce system, and CRM system basic on foundation service system.The Hunan post integrated service not only aim at fulfill system function, for realization of commonly software aim at meet the function of consumer. So the specialty of this system not only fulfill the function of the requirement of consumer, but also it’s end goal is to extract useful information from vary business, to development Client Relation Management to exploit post business, to become a useful tool which to achieve favorableness place on market.integrated currently advanced technique and development on designing this system .the pager put forward and solve some typical new problems of post service management .those include : research of accessing database middleware and technique of construction data connection pool , design and realization of data exchange on heterogeneous network , technique of security :the requirement security of commonly business and middling business management, electronic commerce system on the other hand .the integration of vary development platform and design molder ,like Unix> Windows NI\ Linux platform, Based on design of three-level structure ?client /middle server/data server, the technique basic on middleware ,JSP .the main structure of three-level Internet applications, performance optimizing of large scale database and data manage ,the accessing of database basic on oracle and JDBC on different platform, the decision-making system basic on data manage and CRM on data warehouse, etc.There are still many deficiencies as the system manly aim at the development of application layer and solving some concrete developing problems, Many theory which thesis involved is not further researched .Due to CRM is a new technique which many theory and implement is not fully development and need further research .The research and discuss are not development further.更多还原