【正文】 project ment of the crm system of tobacco industry .................. 8 introduction to the whole solution of the emercial system .......... 9 project goal of the crm system of tobacco industry ........................................ 10 the discription of requirement for the crm system of tobacco industry .......... 12 functional requirement .......................................................................... 12 non functional requirement .................................................................. 25 chapter 3 construction design for the crm system of tobacco industry ..................... 26 desing aim and principle for this system......................................................... 26 technology construction design....................................................................... 27 technology construction for the crm system of tobacco industry ......... 27 logical construction for the crm system of tobacco industry ................ 29 functional construction for the crm system of tobacco industry .................. 31 function position of this system ............................................... 31 function flow of this system ............................................................ 33 chapter 4 detail design for the crm system of tobacco industry ................................ 35 system modeling for the crm system of tobacco industry......................... 35 山東大學(xué)碩士學(xué)位論文 IV model structure of this system .............................................................. 35 the whole structure of this system ...................................................... 36 model design of this system ...................................................................... 38 the detail design for the otherness management ................................ 38 the detail design for the integrative management .............................. 49 chapter 5 implement and test for the crm system of tobacco industry................... 53 the whole implement for the crm system of tobacco industry ........................ 53 the implement of boston matrix module ...................................................... 58 the theory of boston matrix ............................................................. 58 the implement of boston matrix .................................................... 60 the implement of boston matrix forecast......................................... 64 system test ....................................................................................................... 75 chapter 6 conclusion..................................................................................................... 80 referrence ..................................................................................................................... 81 thanks ........................................................................................................................... 83 山東大學(xué)碩士學(xué)位論文 i 摘 要 中國(guó)煙草行業(yè)在中國(guó)國(guó)民經(jīng)濟(jì)中占有重要地位，是國(guó)家重要的稅收來(lái)源 [1]。經(jīng)濟(jì)全球化發(fā)展，面對(duì)國(guó)內(nèi)外競(jìng)爭(zhēng)，特別是加入 WTO 以后國(guó)際競(jìng)爭(zhēng)的加劇，使得煙草行業(yè)迫切需要能夠整合客戶(hù)、生產(chǎn)狀況等經(jīng)營(yíng)信息的工具，以提高自己的經(jīng)營(yíng)實(shí)力。客戶(hù)關(guān)系管理是近年興起的對(duì)企業(yè)經(jīng)營(yíng)信息資源進(jìn)行管理的有效思想和工具?？蛻?hù)關(guān)系管理是企業(yè)的一項(xiàng)商業(yè)策略，它按照客戶(hù)的分割情況有效的組織企業(yè)資源，培養(yǎng)以客戶(hù)為中心的經(jīng)營(yíng)行為以及實(shí)施以客戶(hù)為中心的業(yè)務(wù)流程，并以此為手段來(lái)提高企業(yè)的獲利能力、收入以及客戶(hù)滿(mǎn)意度 [2]。本文在現(xiàn)有煙草行業(yè)電子商務(wù)系統(tǒng)上，經(jīng)過(guò)分析煙草行業(yè)的實(shí)際需求和業(yè)務(wù)流程，并結(jié)合客戶(hù)關(guān)系管理的思想，設(shè)計(jì)和實(shí)現(xiàn)了一個(gè)針對(duì)煙草行業(yè)的客戶(hù)關(guān)系管理系統(tǒng)。 首先，本文在討論煙草行業(yè)客戶(hù)關(guān)系管理系統(tǒng)項(xiàng)目背景和 對(duì)其開(kāi)發(fā)設(shè)計(jì)所面對(duì)問(wèn)題的基礎(chǔ)上，分析了系統(tǒng)的功能需求和非功能性需求，并 對(duì) 系統(tǒng)需求以流程圖和用例圖的形式來(lái)詳細(xì)說(shuō)明。 在需求分析基礎(chǔ)上，我們進(jìn)行了煙草行業(yè)客戶(hù)關(guān)系管理系統(tǒng)架構(gòu)設(shè)計(jì)。首先根據(jù)系統(tǒng)需求提出系統(tǒng)設(shè)計(jì)目標(biāo)和原則，然后分別 對(duì) 系統(tǒng)技術(shù)架構(gòu)和功能架構(gòu) 進(jìn)行了設(shè)計(jì) 。技術(shù)架構(gòu)主要考慮系統(tǒng)的可擴(kuò)展性，可維護(hù)性以及性 能問(wèn)題，因此采用分層模型的 J2EE 架構(gòu)，并對(duì)各層的功能進(jìn)行了 設(shè)計(jì) 分析。在功能架構(gòu)設(shè)計(jì) 中，討論了系統(tǒng)各部分的功能組成，最后給出一個(gè)動(dòng)態(tài)的系統(tǒng)功能流程。 再一步進(jìn)行煙草行業(yè)電子商務(wù)客戶(hù)關(guān)系管理系統(tǒng)的詳細(xì)設(shè)計(jì)。該部分按照差異化管理和一體化管理的思路來(lái)設(shè)計(jì)系統(tǒng)，并對(duì)各個(gè)模塊的設(shè)計(jì)進(jìn)行了描述。在系統(tǒng)建模中，為了更加充分的理解客戶(hù)關(guān)系管理系統(tǒng)的設(shè)計(jì)，我們簡(jiǎn)單介紹了煙草行業(yè)電子商務(wù)系統(tǒng)，并分析了客戶(hù)關(guān)系管理系統(tǒng)在其中的作用和位置。然后給出了煙草行業(yè)客戶(hù)關(guān)系管理系統(tǒng)的整體結(jié)構(gòu)圖。在了解了整體結(jié)構(gòu)之后，根據(jù)需求分析中提出的差 異化管理和一體化管理兩條思路分別討論了各個(gè)模塊的詳細(xì)設(shè)計(jì)。 第四部分，我們?cè)谠敿?xì)設(shè)計(jì)的基礎(chǔ)上， 首先 對(duì)各個(gè)模塊的實(shí)現(xiàn)進(jìn)行了簡(jiǎn)單山東大學(xué)碩士學(xué)位論文 ii 介紹，給出了系統(tǒng)的 整體 效果圖 和各個(gè)部分的實(shí)現(xiàn) 。然后著重對(duì)波士頓矩陣分析和神經(jīng)網(wǎng)絡(luò)預(yù)測(cè)模塊 的 算法和數(shù)據(jù) 結(jié)構(gòu) 的實(shí)現(xiàn)進(jìn)行了詳細(xì)分析。 在這一部分，首先討論了波士頓矩陣?yán)碚?，并在此理論的基礎(chǔ)上，對(duì)煙草行業(yè)客戶(hù)關(guān)系管理中的數(shù)據(jù)建立數(shù)學(xué)模型，進(jìn)行了算法分析和數(shù)據(jù)結(jié)構(gòu)實(shí)現(xiàn)。其次，在簡(jiǎn)單介紹神經(jīng)網(wǎng)絡(luò)預(yù)測(cè)模型的基礎(chǔ)上，根據(jù)系統(tǒng)實(shí)際需求，設(shè)計(jì)并實(shí)現(xiàn)了針對(duì)波士頓矩陣分析數(shù)據(jù)的預(yù)測(cè)模型，并對(duì)預(yù)測(cè)結(jié)果進(jìn)行了誤差分 析和效果展示。最后，簡(jiǎn)單分析了系統(tǒng)測(cè)試，并對(duì)壓力測(cè)試的環(huán)境搭建和測(cè)試過(guò)程給出了詳細(xì)分析。 最后，本文對(duì)煙草行業(yè)客戶(hù)關(guān)系管理系統(tǒng)的應(yīng)用情況作了簡(jiǎn)單介紹，并對(duì)系統(tǒng)進(jìn)一步改進(jìn)提出了建議。 綜上所述，我們?cè)诜治鰳I(yè)務(wù)需求和客戶(hù)關(guān)系管理思想的基礎(chǔ)上，設(shè)計(jì)并實(shí)現(xiàn)了針對(duì)煙草行業(yè)的客戶(hù)關(guān)系管理系統(tǒng)。 關(guān)鍵字： 煙草行業(yè) ； 客戶(hù)關(guān)系管理 ； 波士頓矩陣 ； 神經(jīng)網(wǎng)絡(luò)預(yù)測(cè) 山東大學(xué)碩士學(xué)位論文 iii ABSTRACT The Chinese Tobacco Industry makes an important role in the nation economy , and it is the important taxation source of our country. Facing the development of economic globalization, especially the petition’s aggravating after joined the WTO, the Tobacco Industry exigently needs the informationmanaging tools to congregate the customer information, in order to improve themselves’ working power. Customer Relationship Management (CRM) is effectively idea and tool which used to manage the information flowing in the enterprise. CRM is a business strategy for enterprise, which efficiently anizes the enterprise resources according to the partition of customers, implements the management and the operation which focuses on the customers, and finally improves the profit capability, earning and the satisfaction of customers. This paper based on the Tobacco Industry Emercial System which has been in use, analyzes the requirement ,management flow , and the idea of Customer Relationship Management , designs and implements a CRM system for tobacco industry . Firstly, this paper bases on the discussing of CRM system for tobacco industry , analyses the functional and nonfunctional requirement ,and describes particularly the system requirement by the flow chart and use case . According to the requirement analyzing, this paper gives the system architecture design . Based on the system requirements , this paper puts up the sys