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Analysis and Design of Customer Service Ensure System

Author: LiuXing
Tutor: XiongAo
School: Beijing University of Posts and Telecommunications
Course: Software Engineering
Keywords: VIP Service Ensure VPN SLA
CLC: TP311.52
Type: Master's thesis
Year: 2008
Downloads: 15
Quote: 0
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Abstract

With the opening of the telecommunications market, the domestic telecommunications market reform and restructuring, the telecommunications industry operating environment and operational concepts have been tremendous changes. All telecommunications network operators in continuous quality improvement, the difference between getting smaller and smaller . Enterprises in the market and compete for business in the face enormous competitive pressure, particularly in large customer market. How to improve the quality of service network, develop and retain customers and maintain customer loyalty, is the telecommunications business operators need to pay attention and focus to resolve the issue.Telecommunication services in the area of operations to begin by the concept of business-oriented, product-oriented to user-oriented change. Telecom operators in order to achieve the benefits of steady growth, it is necessary to change the past, extensive management, the gradual implementation of sophisticated management, in order to fierce competition. In the face of the diversity of clients, level, the demand for personalized, the companies need to operate according to different needs of individual customers, providing customers with customized service differentiation. In order to be differentiated, personalized business security needs with a measure of the quality of business tools and metrics to be made available to customers of the business (or service) to measure so that different levels of customers to get high-quality level of services, This is to ensure customer satisfaction and enhance their loyalty. How to develop a design to meet the requirements of the customer business support system is to solve this article.In this paper, firstly according to analysis the current telecommunications carriers customer service support methed, the auther get the overall objective of the design principles. Since then, in accordance with needs analysis, VPN, network management and hybrid SLA, the three key technologies have been studied by reference to the series of ITU-T standard has been reached to resolve the three key technologies. It also had a design of the system, including overall design, function design, data modeling and so on. Overall design, including the definition of the scope of the management, structure of the system design, software design and structure of the physical structure of the system design. Function design and design data model is focused on the design of the system, the paper’s function design and data modeling part of the two key part of a detailed description. Finally, on the customer service support system of several examples of the brief.In this paper, the auther use software engineering-related knowledge, analysis from the reaJ problems for customers support work of an in-depth analysis and research, to build a suitable carrier management system. Through a number of projects has proved that the system has a very good value and social benefits.

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