S航空公司电商资源管理系统分析与设计

发布时间：2018-05-12 06:25

本文选题：电子商务 + 电子客票　；参考：《山东大学》2016年硕士论文

【摘要】：随着民航市场的快速发展和国家“互联网+”行动计划的实施,民航业电子商务的发展再次受到整个行业的高度重视。经过近十年的发展,我国各航空公司都建立了销售电子客票并提供航空相关服务的官方网站、呼叫中心、手机客户端、手机wap网站和微信公众号等信息系统。但是由于在系统建设中缺乏统一、整体的规划,并且在不同的时期由不同的系统开发商进行建设,导致现有的信息系统中普遍存在“信息孤岛”现象,信息资源难以在各系统实现共享,同时也严重影响了各航空公司为旅客提供跨系统服务的一致性,造成了旅客使用体验不良的情况。为了解决这些问题,需要通过有效的技术手段进行信息资源整合,建立电商资源管理系统,实现信息资源的连通和共享,提高资源的共享水平和使用效率。本文首先介绍S航空公司电子商务直销业务的具体内容以及为支持这些业务所建立的各种信息系统,包括呼叫中心、官方网站、手机客户端和手机wap网站。然后分析这些系统在使用过程出现的信息不对称等问题,并对所出现的问题的深层次原因进行剖析,结合移动互联网时代跨平台融合的要求,得出目前各电商直销系统存在“信息孤岛”的问题。同时,从管理角度来说,多系统并行带来了服务器等硬件资源的消耗,也增加了人力资源的投入,造成了财务成本和管理成本的浪费。然后,根据上述问题对S航的主要业务流程进行梳理,提出对电商的会员、订单和积分等核心的信息资源进行整合,建立一个统一的电商资源管理系统的方案,并通过可行性分析从经济和技术角度论证该系统的可行性。最后,通过对电商资源管理系统进行设计来实现S航电商直销业务的需求,从而解决“信息孤岛”问题,实现跨平台的信息资源的连通和共享,节约财务成本和管理成本。在创造经济效益的同时,在各平台以统一的品牌形象面向广大旅客并提供优质的电商服务,可以提升S航的美誉度,获得市场竞争优势。本文将当下热门的“互联网+”概念与S航的电商业务相结合,理论联系实际,并通过建立管理信息系统的方式解决业务问题、节约运营成本,从而提升公司的市场竞争力,具有一定的创新性。
[Abstract]:With the rapid development of the civil aviation market and the implementation of the national "Internet" action plan, the development of e-commerce in the civil aviation industry has once again been highly valued by the whole industry. After nearly ten years of development, Chinese airlines have established official websites, call centers, mobile clients, mobile wap websites and WeChat public numbers to sell electronic tickets and provide aeronautical related services. However, due to the lack of unity, overall planning and construction by different system developers in different periods, the phenomenon of "information island" exists in the existing information system. It is difficult to share information resources in various systems, but also seriously affects the consistency of cross-system services provided by airlines to passengers, resulting in poor experience of passengers. In order to solve these problems, it is necessary to integrate information resources through effective technical means, to establish an electronic commerce resource management system, to realize the connectivity and sharing of information resources, and to improve the level and efficiency of resource sharing. This paper first introduces the specific contents of E-commerce direct selling business of S Airlines and various information systems to support these services, including call center, official website, mobile phone client and mobile phone wap website. Then it analyzes the problems of information asymmetry in the process of using these systems, and analyzes the deep-seated causes of the problems, combining with the requirements of cross-platform integration in the era of mobile Internet. It is concluded that the problem of "information isolated island" exists in the direct selling system of various e-commerce companies at present. At the same time, from the point of view of management, multi-system parallelism leads to the consumption of hardware resources such as servers, and increases the input of human resources, resulting in the waste of financial and management costs. Then, according to the above questions, the main business process of S Airlines is combed out, and the integration of the core information resources, such as members, orders and points of e-commerce, is put forward, and a unified scheme of e-commerce resource management system is established. Through feasibility analysis, the feasibility of the system is demonstrated from the point of view of economy and technology. Finally, through the design of the E-commerce resource management system to realize the demand of the direct selling business of the E-commerce, the problem of "information isolated island" is solved, the information resources are connected and shared across platforms, and the financial cost and management cost are saved. At the same time to create economic benefits, in the platform with a unified brand image for the vast number of passengers and provide high-quality e-commerce services, can enhance the reputation of S Airlines, access to market competition advantage. This paper combines the current popular concept of "Internet" with S Airlines' e-commerce business, combines theory with practice, solves business problems by establishing management information system, saves operating costs, and promotes the company's market competitiveness. Have certain innovation.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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