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Build and Implementation of Customer Service Management System for Qilu Securities

Author: WangXiuMin
Tutor: ZhaoHeJi
School: Shandong University
Course: Software Engineering
Keywords: Customer Service Management JAVA JSP UML Struts
CLC: TP311.52
Type: Master's thesis
Year: 2011
Downloads: 44
Quote: 0
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Abstract


Accompanied by socio-economic development and the growth of household wealth, the investor, the investment based on the status of its assets, the social needs of the financial services increasingly urgent; adapt to of securities market new products and new business continued to launch, the stock market regulator to prevent risks and safeguard social stability, also strongly advocated the principle of service appropriate; meet the high level of demand for financial services and compliance services appropriate principle, securities companies are generally established based on the theory of the CRM (customer relationship management) service platform or system. In this thesis, mainly through the development of customer service management significance and trends analysis, the main work of this paper will be described. By business-specific analysis of the system overall business description, last on display on the concrete realization of the key technologies and interface. Using the Java language in the system development process analysis and design thinking needs analysis, design of each function. The AWT system technically to achieve the separation of data and view, caused the system is technically playing scalability, maintaining a strong system. Detailed system design and implementation of the system structure, function and features are elaborated. Application of customer service management system give full play to the advantages of the network resources work management, economical and convenient, improve the management efficiency and level of Qilu Securities. In this paper, state-of-the-art information technology as a means of theory and application analysis of the status of the securities industry, from the perspective of service science, the Qilu Securities full service chain involving key elements of the service elements class between the abstract and service elements The service relationship rules focus on the put forward innovative theoretical framework of customer service management \System of the theory to characterize the properties of the characteristics of investors, service product attributes, the service role attributes, and elements of the three key service class match between the rules of international relations as a research focus, design, establish a precise characterization of investors complete property system initial calibration, the use of financial engineering instruments to quantify calculated each investor property values ??of each attribute, the precise characterization of Investor dynamic, infinite-level classification; abstract role and attribute definitions securities companies all service staff responsibilities; the risk of the securities assets attributes and information attributes defined; established on this basis, the three key class elements of the service relationship maintenance rules, the establishment of a service object, service roles and service offerings dynamic relationship between maintenance and continuing optimization mechanism. Design and Implementation of the papers Qilu Securities customer service management business, to complete the basic flow of customer service management, convenient for customer service professionals, customer allocation manager, marketing, customer service manager positions workflow, enhance the quality and efficiency of customer service management .

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CLC: > Industrial Technology > Automation technology,computer technology > Computing technology,computer technology > Computer software > Program design,software engineering > Software Engineering > Software Development
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