【正文】 摘 要 I 摘 要 電力作為國(guó)民經(jīng)濟(jì)的基礎(chǔ)和關(guān)鍵行業(yè)，在日常生產(chǎn)和生活中起著不可替代的重要作用。隨著電力事業(yè)的高速發(fā)展，電力營(yíng)銷(xiāo)由以生產(chǎn)為中心階段進(jìn)入以消費(fèi)者為中心階段。提供良好的服務(wù)，是以消費(fèi)者為中心最為直接的體現(xiàn)，也是增供擴(kuò)銷(xiāo)必不可少的條件。 本論文就是對(duì)電力客戶服務(wù)系統(tǒng)中電力故障報(bào)修子系統(tǒng) 進(jìn)行 設(shè)計(jì) 與 實(shí)現(xiàn)。 本系統(tǒng)基于 Struts 的 MVC 設(shè)計(jì)模式， 利用其可維護(hù)性和可擴(kuò)展性，軟件低耦合、高內(nèi)聚的設(shè)計(jì)，實(shí)現(xiàn)了電力故障報(bào)修系統(tǒng)中對(duì)于報(bào)修信息的處理。電力故障報(bào)修系統(tǒng)主要包括報(bào)修受理、搶修調(diào)度、報(bào)修處理、報(bào)修回訪、 報(bào)修歸檔、用戶管理、人員管理、車(chē)輛管理等功能 。通過(guò)電力故障報(bào)修系統(tǒng)的應(yīng)用， 強(qiáng)化 了電力行業(yè)的 內(nèi)部管理、改善 了 服務(wù)質(zhì)量， 加快了電力故障維修速度，提升了客戶滿意度， 創(chuàng)新 了 營(yíng)銷(xiāo)體系管理理念 。 本系統(tǒng)采用 JSP 和 Struts 框架技術(shù)，使用 Oracle 9i 數(shù)據(jù)庫(kù)， Tomcat 服務(wù)器環(huán)境完成了電力故障報(bào)修系統(tǒng)對(duì)電力故障信息的處理。系統(tǒng)開(kāi)發(fā)完成后，經(jīng)過(guò)了功能測(cè)試和系統(tǒng)測(cè)試，現(xiàn)處于試運(yùn)行中。電力故障報(bào)修系統(tǒng)的完成，為電力行業(yè)帶來(lái)了工作的高效，同時(shí)也保證了信息的安全，提升了客戶對(duì)電力企業(yè)的信賴。 關(guān)鍵詞 ：電力故 障報(bào)修系統(tǒng)；客戶服務(wù)； J2EE； Struts 框架 經(jīng)濟(jì)管理學(xué)院本科畢業(yè)論文 II Abstract Electricity as the basis of the national economy and key industries, production and daily life in the daytoday plays an irreplaceable role. With the rapid development of power industry, electricity sales from the production stage as the center as the center stage of the consumer. Provide good services to the consumer as the center is the most direct manifestation of, but also for the expansion by an indispensable condition for sale. In this paper, customer service is the System of Electricity Power Failure in the repair subsystem detail design process. The system is based on the MVC design pattern Struts, use its maintainability and scalability, software, low coupling, high cohesion of the design, the realization of the system of electricity power failure to deal with repair information. System of electricity power failure including the admissibility of repair, repair scheduling, repair processing, repair return, repair archiving, user management, personnel management, vehicle management functions. Through the system of electricity power failure, strengthen the internal management of the power industry to improve the service quality, and accelerated the repair rate of a power failure, the increases in customer satisfaction, innovation and management of the marketing system. The system uses the framework of JSP and Struts technology, the use of Oracle 9i database, Tomcat server environment to plete that system of electricity power failure repair information for the handling of power pletion of system development, after the Functional Testing and System Testing, is now in trial operation. System of electricity power failure pleted for the electric power industry to work efficiently, but also to ensure the security of information, enhance customer trust in the power business. Key words: System of Electricity Power Failure, Customer Service, J2EE, Struts framework目 錄 III 目 錄 摘要 ............................................................... I Abstract .......................................................... II 目錄 ............................................................. III 第 1 章 緒 論 ................................................... 1 選題背景與意義 ............................................ 1 選題背景 ............................................ 1 研究意義 ............................................ 1 國(guó)內(nèi)外發(fā)展現(xiàn)狀 ............................................ 2 本人所做工作 .............................................. 2 第 2 章 系統(tǒng)開(kāi)發(fā)技術(shù)分析 ........................................... 3 框架、構(gòu)架及設(shè)計(jì)模式概述 .................................. 3 Struts 框架分析 ............................................ 3 Struts 設(shè)計(jì)模式 ...................................... 3 Struts 工作流程 ...................................... 5 Struts 標(biāo)簽庫(kù) ........................................ 5 JSP 技術(shù)分析 ............................................... 6 JSP 技術(shù)特點(diǎn) ......................................... 6 JSP 實(shí)現(xiàn)原理 ......................................... 8 開(kāi)發(fā)工具分析 .............................................. 8 Eclipse 簡(jiǎn)介 ......................................... 8 CVS（ Concurrent Version System） .................... 8 JDK（ Java Development Kit） ......................... 9 技術(shù)可行性 ................................................ 9 第 3 章 系統(tǒng)分析 .................................................. 10 需求總述 ................................................. 10 用例描述 ................................................. 10 報(bào)修受理 ........................................... 10 搶修調(diào)度 ........................................... 14 報(bào)修處理 ........................................... 15 經(jīng)濟(jì)管理學(xué)院本科畢業(yè)論文 IV 報(bào)修回訪 ........................................... 16 報(bào)修歸檔 ........................................... 16 動(dòng)態(tài)模型設(shè)計(jì) ............................................. 17 受理工單類(lèi)對(duì)象動(dòng)態(tài)模型 ............................. 17 搶修車(chē)輛類(lèi)對(duì)象動(dòng)態(tài)模型 ............................. 17 序列圖 ................................................... 18 組件圖 ................................................... 18 第 4 章 系統(tǒng)設(shè) 計(jì) .................................................. 19 設(shè)計(jì)指導(dǎo)思想和原則 ....................................... 19 指導(dǎo)思想 ........................................... 19 軟件設(shè)計(jì)原則 ....................................... 19 系統(tǒng)構(gòu)架設(shè)計(jì)總體描述 ..................................... 20 系統(tǒng)流程分析 ............................................. 21 功能設(shè)計(jì) ................................................. 21 故障受理 ........................................... 23 搶修調(diào)度 ........................................... 24 報(bào)修處理 ........................................... 24 報(bào)修回訪 ........................................... 24 報(bào)修歸檔 ........................................... 24 用戶管理 ........................................... 24 報(bào)修人員管理 ....................................... 24 報(bào)修車(chē)輛管理 ....................................... 24 報(bào)修查詢 ........................................... 24 數(shù)據(jù)庫(kù)設(shè)計(jì) ............................................... 25 數(shù)據(jù)庫(kù)表簡(jiǎn)介 ....................................... 25 數(shù)據(jù)庫(kù)表結(jié)構(gòu) ....................................... 26 系統(tǒng)開(kāi)發(fā)工具及運(yùn)行環(huán)境