【作者】 李凤华；

【导师】 赵合计；

【作者基本信息】 山东大学 ， 软件工程， 2011， 硕士

【摘要】 近年来我国信息产业、企业售后服务发展迅速,传统管理方式在企业售后服务等需要大量事务处理的应用中已显得不相适应,采用新技术提高服务质量和管理水平势在必行。企业售后服务管理系统必须提高其工作效率,改善其工作环境。这样,企业售后服务管理的信息化十分必要。滨海开发区广电局为实现售后服务管理的信息化,提出了开发滨海开发区广电售后服务管理系统。本文通过研究滨海开发区广电售后服务管理的总体业务需求,结合实际应用方案,对系统的整体实现功能进行划分,确定滨海开发区广电售后服务管理系统的实现情况,并通过用例图及用例描述对系统中所涉及到的功能模块进行阐述。根据对滨海开发区广电售后服务管理系统功能需求分析,首先对系统整体架构进行选择,确定系统整体实现技术,系统采用J2EE技术,将当代先进的B/S三层结构技术和售后服务管理业务良好地结合在一起,基于B/S结构,实现了广电售后服务管理信息化,然后简单阐述系统的功能结构设计,确定滨海开发区广电售后服务管理系统功能模块,研究系统功能的实现过程和实现方法,并用类图及时序图对系统部分功能的实现类和实现过程进行描述。通过将系统各个功能模块进行整合,运行系统功能,展示部分系统功能实现效果图,确保系统实现的真实性,然后对其实现功能简单描述,并展示系统实现中所用到的部分代码,并对部分功能测试用例进行描述。最后本文对滨海开发区广电售后服务管理系统的实现过程以及设计思路做简单的总结,并阐述系统在今后的使用过程中所起到的作用。本系统实现了服务管理、库存材料管理、集线器资源管理和数字设备管理。通过服务管理实现了售后派工登记、完工登记和故障报修登记、维修派工和维修完工登记,以及维修查询等功能；通过库存材料管理实现了材料入库登记、材料领用登记、材料转移登记、材料盘点登记、材料报废登记、以及材料领用明细查询、材料往来明细查询、材料使用明细查询和库存总账查询等功能；通过集线器资源管理实现了集线器资源登记、用户端口登记、用户控制操作、端口巡检操作、操作命令稽查、操作命令查询、集线器统计分析等功能；通过数字设备管理实现了数字设备入库登记和数字设备领用登记等功能,基本上实现了用户功能需求。本系统运用面向对象的软件工程原理,通过系统需求分析、系统总体设计、系统详细设计、数据库设计、系统实现与测试,完成了滨海开发区广电售后服务管理系统的设计与实现。为滨海开发区广电售后服务提供先进、实用的信息化管理手段,提高了滨海开发区广电售后服务质量,提高广电工作效率。更多还原

【Abstract】 In recent years, with the rapid development of China’s information industry and business after-sale service, the traditional management approach requires a lot in the business transaction processing applications has become incompatible, and it is imperative to introduce new technology to improve service quality and management. Enterprise after-sale service management system must improve the work efficiency, improve the working environment. Therefore, after-sale service management of the enterprise information is necessary. Binhai Development Zone in order to realize after-sales service management broadcaster of the information puts forward to develop Binhai Development Zone radio and television service management system.This paper studies Binhai Development Zone Management broadcasting service overall business needs, combined with practical applications, achieves the overall functionality of the system to divide, and determines Binhai Development Zone Management System broadcast service, and through use case diagrams and use case descriptions describes the function modules involved in systems. According to radio and television after-sale service management system functional requirements analysis, it first selects the overall structure of the system to determine the overall system implementation techniques. Systems uses J2EE technology, contemporary art, B/S three-tier structure, technology and good after-sale service management business together, based on B/S structure, achieving a broadcasting service management information, and then briefly addresses the function of the system design, radio and television service to determine the coastal zone management system functions, functions of the system implementation process and implementation and with class diagram and timing diagram of the system and some of the features of the implementation class to describe the implementation process. Through the system it integrates the various functional modules, operating system functions, system functions achieve displayed some renderings to ensure the authenticity of system implementation, and features a brief description of its realization, and implementation of the display system used in some code, and some functional test cases are described. Finally, the paper does a simple summary to Binhai Development Zone radio and television after-sale service management system implementation process and design thinking, and describes the role played in the process of using the system in the future.This system realizes the service management, inventory management, materials and digital hub resource management equipment management. Through the service management it achieves after dispatching registration, completes the registration and fault report registration, maintenance and repair work completed registration send, and maintenance function such as inquires; Through the inventory management of material the material storage register, materials, materials transfer registration of recipients, material inventory registration, the registration, and material scrap materials, materials with recipients detail inquires, the use of material detail inquires query and inventory functions such as general ledger inquires; Through the hubs resource management it realizes the hubs resources registration, user port registration, the user control operation, port inspection operation, operation orders inspection, operation command inquires hub, statistical analysis and function; Through the digital equipment management it realizes the digital equipment and digital equipment recipients Treasury registration, and other functions, basically realizes the user functional requirements.The system uses object-oriented software engineering principles, after analysis of the system needs, system design, system detailed design, database design, system implementation and testing, it completes radio and television after-sale service management system for Binhai Development It provides advanced, practical information management tools to Binhai Development Zone radio and television after-sale service for the coastal zone to improve the quality of the coastal zone radio and television service and the efficiency of radio and television.更多还原