HB通信公司大客户管理系统方案设计及实施

发布时间：2018-05-10 21:53

本文选题：通信运营商 + 大客户　；参考：《河北工业大学》2012年硕士论文

【摘要】：HB通信公司是河北省拥有客户数量最多、服务范围最广、规模最大的全业务通信运营商。该公司的经营理念是“以客户为中心，以市场为导向，以利润为目标”，所以该公司对收入较高的客户，，即大客户进行了特别的关注。从而发现现有的大客户系统不能满足竞争日益激烈的大客户管理工作的需求，因此HB通信公司目前面临如下大客户管理问题，即，如何支撑固网和移动网融合后的大客户资料的全面管理，用何种工具按大客户的贡献度进行分级管理，如何对大客户特有业务，即一站式业务进行支撑，如何落实激励和考核大客户经理的管理工作等。本论文系统探索了如何通过信息化的手段建设大客户管理系统平台，最终实现建设符合HB通信公司大客户管理工作需求的信息化系统。第一部分：阐述了HB通信公司大客户管理系统平台建设的主要背景和意义。第二部分：介绍了HB通信公司的大客户管理和信息化现状，提出该公司当前大客户管理工作中存在的问题。第三部分：对HB通信公司大客户管理系统进行需求分析，包括系统建设目标、大客户管理工作及流程分析和平台性能分析三方面内容。第四部分：根据第三部分的需求分析进行系统设计。包括设计原则、总体架构、接口设计、系统功能模块设计、数据库设计、技术方案选择和系统集成方案等。第五部分：对HB通信公司大客户管理系统平台上线后存在的问题进行分析和优化，并指明大客户管理系统未来的发展方向。从而使大客户管理系统的建设方案真正落地，实现其真正的价值。本建设方案适应了通信业务的发展需求，提高了服务质量和水平，增强企业竞争优势，并且为其他通信运营商提供了很多大客户管理系统建设的经验。
[Abstract]:HB Communication Co., Ltd. has the largest number of customers, the widest range of services and the largest scale of full service communication operators in Hebei Province. The company's business philosophy is "customer-centered, market-oriented, profit oriented", so the company pays special attention to the higher income customers, that is, the big customers. As a result, it is found that the existing major account system can not meet the demands of the increasingly competitive major account management work. Therefore, HB Communication Company is currently facing the following major account management problems, that is, How to support the comprehensive management of the data of the major customers after the convergence of fixed network and mobile network, what kind of tools to manage according to the contribution degree of the major customers, how to support the unique business of the major customers, that is, one-stop business, How to actualize the management work of motivating and examining the key account manager, etc. This paper explores how to construct the platform of key account management system by means of information technology, and finally realize the information system that meets the requirement of HB communication company. The first part: expatiate the main background and significance of HB communication company's major account management system platform construction. The second part: introduces the present situation of HB communication company's key account management and information, and puts forward the problems existing in the company's current major account management. The third part: the requirement analysis of HB communication company's key account management system, including the system construction goal, the key account management work and the process analysis and the platform performance analysis. The fourth part: according to the demand analysis of the third part, the system design. It includes design principles, general architecture, interface design, system function module design, database design, technical scheme selection and system integration scheme. The fifth part analyzes and optimizes the problems existing in the major account management system platform of HB Communication Company, and points out the development direction of the key account management system in the future. In order to make the construction of the key account management system truly landing, realize its real value. This scheme meets the needs of the development of communication services, improves the quality and level of service, strengthens the competitive advantage of enterprises, and provides a lot of experience for other communication operators in the construction of major customer management systems.
【学位授予单位】：河北工业大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F626

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