基于SSME的电子服务系统构建与支持保障机制研究

发布时间：2018-07-02 10:04

本文选题：服务科学、管理与工程 + 电子服务　；参考：《南京大学》2014年硕士论文

【摘要】：电子服务作为一种新型服务模式,其功能的发挥依赖于构建一个良好的服务系统,而服务系统是由服务提供者、服务使用者、软硬件、服务环境以及各类支撑资源等构成的社会复杂技术系统,因此电子服务从其一开始的设计到最终的运行和后期的质量保障都需要综合考虑这些因素,以往的电子服务构建方法和运营保障设计缺少一个宏观上用以指导的思想、理论和方法。服务科学、管理与工程(SSME)作为一门新的理论,其核心主题在于服务创新,最大的价值在于提出了整合不同学科领域的知识和方法,围绕用户需求,多角度的进行服务的设计、运营与完善。SSME的整合性研究方法、多维视角观点以及用户为中心的思想恰好为电子服务的构建、运营等方面的创新提供了很好的理论指导。本文主要工作内容：首先,提出了一个基于SSME整合性方法下的电子服务系统构建方法,该方法通过整合SOA和MDA中的成熟理念与技术构建了一个快速系统分析框架,从而简化了系统分析流程,提高了系统开发效率。其次,基于SSME多维视角思想,设计了一个围绕服务质量评估与优化、用户信息素养培育与权益保护三个方面的电子服务系统支持保障机制,该机制从服务提供商、用户、国家与社会三个角度综合考虑了影响电子服务系统正常运营的各种因素,从而有效保障了电子服务系统持续良好的功能发挥。最后,将所提的构建方法应用于J省知识产权公共服务平台的重构过程并给出其平台管理子系统的具体实现过程,进一步验证了所提方法的有效性。
[Abstract]:Electronic services as a new service mode, its function depends on the construction of a good service system, and the service system is by the service provider, service consumer, software and hardware, The service environment as well as the social complex technical system composed of various kinds of supporting resources, therefore, the electronic service needs to take these factors into account from its initial design to its final operation and later quality assurance. In the past, there is a lack of ideas, theories and methods to guide the construction of electronic services and the design of operation support. As a new theory, Service Science, Management and Engineering (SSME) is a new theory, whose core theme is service innovation. The greatest value lies in the integration of knowledge and methods in different disciplines, and the design of services from different perspectives around the needs of users. The integration research method of operation and improvement of .SSME, the multi-dimensional perspective and the user-centered idea provide a good theoretical guidance for the construction and operation of electronic services. The main work of this paper is as follows: firstly, an electronic service system construction method based on SSME integration method is proposed, which constructs a rapid system analysis framework by integrating the mature concepts and technologies in SOA and MDA. Thus, the system analysis process is simplified and the system development efficiency is improved. Secondly, based on the multi-dimensional perspective of SSME, an electronic service system support mechanism is designed, which focuses on three aspects: service quality evaluation and optimization, user information literacy cultivation and protection of rights and interests. The state and society have considered all kinds of factors which affect the normal operation of electronic service system synthetically, thus effectively guaranteed the electronic service system to continue to play a good function. Finally, the proposed construction method is applied to the reconstruction process of the intellectual property public service platform in J province, and the concrete implementation process of its platform management subsystem is given, which further verifies the effectiveness of the proposed method.
【学位授予单位】：南京大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP311.52

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