客户经理工具包-GSS系统的设计与实施

发布时间：2018-07-12 20:31

本文选题：GSS网格化管理 + 功能模块　；参考：《华南理工大学》2015年硕士论文

【摘要】：随着FDD牌照的正式发放,三大运营商在4G市场的竞争开始进入白热化,传统的大众化客户营销服务模式已不能满足业务发展的需要。在市场竞争新格局的驱使下,中国移动通信集团广东有限公司广州分公司(下文简称“广州移动”)对传统组织架构与运营模式进一步优化,引入优秀的网格化营销思维。通过GSS系统的开发应用,促使客户经理办公模式从“分散服务”向“移动办公”、“被动服务”向“主动服务”两大方向转型,形成移动、即时、便捷、高效等四个优势,推动了广州移动的网格化运营能力不断升级。GSS系统是以业务需求为导向,基于GIS技术而开发的全业务运营支撑系统,是一个用于客户服务管理的APP,该应用加载于安卓操作系统,通过与外部系统的对接,最终实现八个功能模块。本课题通过分析目前企业概况、在用系统概况、集团客户经理工作内容等情况,分析了GSS系统这一APP的功能需求、外部接口需求和非功能需求。并在需求分析的基础上,充分考虑到APP的实用性、可扩充性等,完成了各功能模块的开发研究,包括体系架构、功能架构以及系统的接口设计。系统设计完成后,通过四大测试步骤,从六个测试策略出发,执行169个测试用例,测试系统设计的全部功能模块,实现系统各项功能与性能全部满足设计要求。GSS系统实现了全业务发展流程的闭环管理,全程可视化支撑。重点实现统一完善的业务拓展及建设、受理、客户服务等业务功能。为客户经理现场办公给予系统支撑,简化客户经理工作。在文章最后对于论文的撰写进行总结,并简述下一步系统的改进方向。
[Abstract]:With the formal issuance of FDD licences, the competition among the three major operators in the 4G market has begun to intensify. The traditional popular customer marketing service model can no longer meet the needs of business development. Driven by the new market competition, Guangzhou Branch of China Mobile Communications Group Guangdong Limited (hereinafter referred to as Guangzhou Mobile) further optimizes the traditional organizational structure and operation mode, and introduces excellent grid marketing thinking. Through the development and application of GSS system, it can promote the transformation from "decentralized service" to "mobile office" and "passive service" to "active service" in order to form four advantages: mobile, instant, convenient and efficient. GSS is a full-service operation support system based on GIS technology. It is an app for customer service management, which is loaded on Android operating system. Through the docking with the external system, the final implementation of eight functional modules. Based on the analysis of the current situation of the enterprise, the general situation of the system and the working content of the group account manager, this paper analyzes the functional requirements, external interface requirements and non-functional requirements of the GSS system as an app. On the basis of requirement analysis and considering the practicability and expansibility of app, the development and research of each functional module are completed, including architecture, functional architecture and interface design of the system. After the completion of the system design, through four test steps, starting from six test strategies, 169 test cases were executed, and all the functional modules of the system were tested. All the functions and performance of the system meet the design requirements. GSS system realizes the closed-loop management of the whole business development process, and the whole process of visual support. Focus on the implementation of unified and perfect business development and construction, acceptance, customer service and other business functions. Provide system support for the customer manager on-the-spot work, simplify the work of the account manager. At the end of the article, the author summarizes the writing of the paper, and briefly describes the direction of system improvement.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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