中山邮政EMS客服呼叫管理系统的研究与分析

发布时间：2018-05-11 17:52

本文选题：邮政信息系统 + UML　；参考：《云南大学》2015年硕士论文

【摘要】：近几年来,随着我国信息化计算的不断发展与成熟,计算机技术和网络技术等新兴技术不断的普及与应用,中国现在正进入电子商务的时代。广东省邮政速递物流有限公司中山市分公司(以下简称中山邮政EMS)客户服务中心(以下简称客服中心)随着业务发展而不断进步,特别是网购业务的增长所带来的业务剧增,在依靠现有人员和技术的前提下,已不足以快速解决现有业务需求,包括客户对寄件呼入的需求。中山邮政EMS紧持走“科学发展,与网络接轨”的新型管理道路,努力发挥网络技术的作用,为政府、企业、市民打造服务民生“最后一公里”畅通渠道,提供强大的软体系支撑。论文介绍了中山邮政EMS客服呼叫管理系统的研究背景、项目意义和目前的研究与应用现状,明确了论文研究的内容和主要工作。在对中山邮政EMS客服呼叫管理系统的服务流程进行改造后,论文采用了用统一的建模语言(UML)进行了描述和分析,通过用例分析和用例描述,给出了中山邮政EMS客服呼叫管理系统的总体功能和子功能包图,在数据分析中,论文对系统各功能的所需要处理的数据进行了分析,给出了实体类关系图,建立了数据库表结构；论文最后对所做的研究与分析工作进行了总结,并对进一步的工作进行了展望。
[Abstract]:In recent years, with the continuous development and maturity of information computing in China, and the popularization and application of new technologies such as computer technology and network technology, China is now entering the era of electronic commerce. Guangdong Post Express Logistics Co., Ltd. Zhongshan Branch (hereinafter referred to as Zhongshan Post EMS) customer Service Center (hereinafter referred to as customer Service Center) has made continuous progress along with the development of business, especially the rapid increase in business brought about by the growth of online shopping business. On the premise of relying on the existing personnel and technology, it is no longer enough to solve the existing business needs, including customers' needs for incoming mail. Zhongshan Post EMS has adhered to the new management road of "scientific development, in line with the network", and made great efforts to give play to the role of network technology, to create "last kilometer" unblocked channels for the government, enterprises and citizens to serve people's livelihood. Provides strong software support. This paper introduces the research background, project significance and current research and application status of Zhongshan Post EMS customer service call management system, and clarifies the content and main work of this paper. After revamping the service flow of Zhongshan Post EMS customer service call management system, the paper uses unified modeling language (UML) to describe and analyze, and use case analysis and use case description. This paper gives the overall function and sub-function package diagram of Zhongshan Post EMS customer service call management system. In the data analysis, the paper analyzes the data needed to deal with each function of the system, and gives the entity class relationship diagram. Finally, the research and analysis work is summarized, and the further work is prospected.
【学位授予单位】：云南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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