餐饮企业CRM客服系统的设计与实现

发布时间：2018-06-12 08:43

本文选题：客户关系管理 + JAVA　；参考：《北京工业大学》2013年硕士论文

【摘要】：我国快餐业经过20年间的飞速发展，其规模不断扩大，管理水平和服务水平也在不断的提升，，完成了向消费者市场的转变。当今社会，互联网应用的普及，为管理者提供了一个崭新地、迅捷、高效地交流管理平台，提升了对餐厅这类消费产品的执行权力和管理能力。一方面，管理者对实体餐厅的管理精益求精；另一方面，行业内高度的竞争态势使餐厅产品、服务质量以及营销手段的相似程度越来越高，通过产品、服务差异营造出的优势越发不明显且时效越来越短，通过营销战术打造竞争优势越来越困难。为了在瞬息万变地商业环境中创造出领先的管理理念，从而获得可持续发展的竞争优势，许多餐饮业的管理者重新审视了经营环境，并将焦点着眼于内部管理方面。应用基于WEB的CRM(CustomerRelationship Management)管理系统，有利于提升企业的运营效率，实现对实体餐厅的标准化管理，同时提升管理者对实体餐厅服务的满意度，切实提高行业竞争力。本文结合北京XXX公司自身发展和信息化的实际需求，对餐饮企业CRM客户系统的基础应用、需求分析、系统架构以及设计与实现等方面进行了论述，同时对系统设计与实现所采用的关键技术进行了研究，阐述了CRM客户关系管理系统领域应用软件的特性。在设计中，以SSH技术框架为主导思想，设计系统三层主要架构。对餐厅上报模块和神秘访客模块的实现做了介绍，描述了从需求推导而来的类结构图以及设计方案。经过功能测试，性能测试，安全测试等测试的结论证明了本系统达到了设计要求。该系统已投入运行，实践表明有效提升了北京XXX公司对实体餐厅的管理水平，提升实体餐厅服务的质量，对降低运营成本起到了促进作用。
[Abstract]:After 20 years of rapid development of fast food industry in China, the scale of fast food industry continues to expand, the level of management and service is also constantly improving, which has completed the transformation to the consumer market. In today's society, the popularity of Internet applications provides managers with a new, rapid and efficient communication management platform, and improves the executive power and management ability of consumer products such as restaurants. On the one hand, managers strive for excellence in the management of physical restaurants; on the other hand, the high level of competition in the industry makes restaurant products, service quality and marketing methods more and more similar, through products, The advantage created by service difference is less and less obvious, so it is more and more difficult to build competitive advantage through marketing tactics. In order to create the leading management idea in the rapidly changing business environment and obtain the competitive advantage of sustainable development, many managers of the catering industry have re-examined the business environment and focused on the internal management. The application of CRM customer relationship Management system based on Web is helpful to improve the operation efficiency of the enterprise, realize the standardized management of the entity restaurant, and enhance the satisfaction degree of the manager to the entity restaurant service at the same time. In this paper, the basic application, requirement analysis, system structure, design and implementation of CRM customer system in catering enterprises are discussed according to the actual needs of Beijing XXX Company's own development and informatization. At the same time, the key technologies used in the system design and implementation are studied, and the characteristics of CRM application software in the field of customer relationship management system are expounded. In the design, SSH technology framework as the leading idea, design the system three-tier main framework. This paper introduces the implementation of restaurant report module and mysterious visitor module, and describes the class structure diagram and design scheme derived from requirements. The results of function test, performance test and safety test prove that the system meets the design requirements. The system has been put into operation. The practice shows that it has effectively improved the management level of Beijing XXX Company to the entity restaurant, improved the quality of the entity restaurant service, and played a promoting role in reducing the operating cost.
【学位授予单位】：北京工业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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