【正文】 e always set down from 4 sides: Financial, Customers, Internal business process, learning and growth. Within each strategy, there are one or more indexes that can be measured. What’s more, each index has its goal. BSC is always put together with the floating salary. A scheme for action is needed to each key goal. And the strategy for the enterprise will be separated while it es to the departments or even to the employees.It is a widelyconcerned problem for the panies to set up a scientific and efficient performance management system. As to the fire and electric plant, it’s the same point. The problem is the premise of all the performance of an enterprise. And the process of establishing such system in fire an electric plant should be carried into execution step by step. It needs lots of energy, time and the support from both the leaders and the employees.This system integrates BSC with KPI. It enables the users to measure the performance of the plant, the department and the staff from both the achievements of the plant and the development of the staff. It provides the users to settle the information efficiently, set down indexes and give feedback, which improves the munication of the employees and the managers.Key Word: CRM, Contact center, CRM for Contact center呼叫中心 CRM 系統(tǒng)的設(shè)計(jì)與開發(fā)4目錄第一章 緒論 ..................................................................................................................................................................6. 課題意義 ........................................................................................................................................................6. 為什么要開發(fā)呼叫中心 CRM系統(tǒng)？ ...................................................................................................6. 什么是 CRM？ ........................................................................................................................................6. 什么是呼叫中心 ...................................................................................................................................7. 呼叫中心的發(fā)展?fàn)顩r ....................................................................................................................................7. 呼叫中心 CRM 系統(tǒng) .....................................................................................................................................8. 研究范圍 ........................................................................................................................................................9第二章 管理信息系統(tǒng)方法 ........................................................................................................................................10. 系統(tǒng)規(guī)劃階段 ..............................................................................................................................................10. 系統(tǒng)分析階段 ..............................................................................................................................................10. 詳細(xì)調(diào)查 .............................................................................................................................................10. 建立新系統(tǒng)的邏輯模型 .....................................................................................................................10. 系統(tǒng)設(shè)計(jì)階段 ..............................................................................................................................................11. 系統(tǒng)實(shí)施階段 ..............................................................................................................................................11. 系統(tǒng)運(yùn)行和維護(hù)階段 ..................................................................................................................................11. 開發(fā)遵循原則 ..............................................................................................................................................11第三章 可行性分析 ..................................................................................................................................................12. 技術(shù)可行性 ..................................................................................................................................................12. 運(yùn)行環(huán)境規(guī)定 .....................................................................................................................................12. 系統(tǒng)獨(dú)立性 .........................................................................................................................................12. 經(jīng)濟(jì)可行性 ..................................................................................................................................................12. 操作可行性 ..................................................................................................................................................12第四章 系統(tǒng)分析 ........................................................................................................................................................13. 需求分析 ......................................................................................................................................................13. 業(yè)務(wù)流程圖 .........................................................................................................................................13. 系統(tǒng)功能概述 .....................................................................................................................................14. 數(shù)據(jù)流圖 ......................................................................................................................................................15. DFD說(shuō)明 ..............................................................................................................................................15. 零層圖 ...............................................................................................................................................16. 第一層 ..................................................