發(fā)布時間：2018-06-12 23:26

  本文選題：建筑裝飾信息化 + 建筑裝飾��； 參考：《電子科技大學》2011年碩士論文

【摘要】：建筑裝飾行業(yè)信息管理系統(tǒng)是以客戶關(guān)系管理系統(tǒng)(CRM)為核心,集生產(chǎn)、銷售、安裝、售后、監(jiān)察等多個業(yè)務(wù)功能為一體的ERP系統(tǒng),通過建立與自身業(yè)務(wù)流程單獨定制開發(fā)的這套系統(tǒng),依靠現(xiàn)代信息技術(shù),從為客戶提高服務(wù)入手,加強管理,來大幅降低客戶的投訴報修率,使客戶的服務(wù)流程標準化,大幅提高客戶忠誠度和滿意度,規(guī)范家裝的業(yè)務(wù)流程,提高企業(yè)的管理效率和服務(wù)效率。 系統(tǒng)采用Browse/Server架構(gòu),客戶端不需安裝任何軟件,通過瀏覽器即可方便使用系統(tǒng);程序的開發(fā)平臺采用J2EE開發(fā)平臺,數(shù)據(jù)庫表結(jié)構(gòu)上使用了PowerDesigner數(shù)據(jù)庫模型設(shè)計工具設(shè)計,數(shù)據(jù)庫采用大型關(guān)系型數(shù)據(jù)庫MS SQL Server,對客戶信息進行安全、高效的分析和挖掘。系統(tǒng)實現(xiàn)目標是將公司整個客戶業(yè)務(wù)過程集成到一個ERP平臺中,通過軟件將客戶服務(wù)流程標準化,實現(xiàn)各業(yè)務(wù)單元、服務(wù)單元、施工單元之間的無縫流程銜接,提高客戶咨詢和服務(wù)效率、質(zhì)量。系統(tǒng)軟件功能上研究開發(fā)實現(xiàn)的系統(tǒng)共包含客戶管理、裝飾管理、營銷管理、服務(wù)監(jiān)察管理、財務(wù)管理、領(lǐng)導決策、系統(tǒng)管理7個子系統(tǒng)。系統(tǒng)搭建建筑裝飾工程企業(yè)的市場部門、設(shè)計部門、工程部門、財務(wù)部門、服務(wù)監(jiān)察部門等各個環(huán)節(jié)的協(xié)同工作平臺,將現(xiàn)有客戶、潛在客戶、合作伙伴、產(chǎn)品、員工在統(tǒng)一的信息平臺下實現(xiàn)集中管理和信息共享。對客戶特征信息、客戶需求信息、客戶跟蹤過程信息、客戶咨詢過程信息、客戶服務(wù)過程信息、合同檔案信息、合同施工過程信息、客戶回訪信息、客戶投訴信息、客戶維修信息、客戶拜訪問候信息等進行全過程的信息管理。在售前咨詢、工程的實施回訪、售后的服務(wù)報修三個方面對企業(yè)的業(yè)務(wù)進行全程管理、跟蹤,切實提高企業(yè)管理效率和工作效率,真正實現(xiàn)企業(yè)以客戶為中心的價值理念,降低企業(yè)的投訴、報修比率,咨詢客戶轉(zhuǎn)化為簽約客戶的成功率大大提高。系統(tǒng)促使企業(yè)的服務(wù)流程標準化,最終提高企業(yè)的經(jīng)營效率。 建筑裝飾行業(yè)信息管理系統(tǒng)建設(shè)是圍繞整個公司的業(yè)務(wù)流程進行的,專為建筑裝飾行業(yè)量身定制,實現(xiàn)售前、售中、售后、物流、信息流、資金流的協(xié)調(diào)統(tǒng)一;通過對家裝企業(yè)管理的各個環(huán)節(jié)的深入研究,實現(xiàn)信息的共享和過程監(jiān)控,建立完善的客戶服務(wù)體系、工程管理體系、人力資源考核體系、領(lǐng)導決策分析體系。能夠合理配置企業(yè)資源,降低運營成本,提高經(jīng)濟效益。
[Abstract]:Building decoration industry information management system is a customer relationship management system as the core, set production, sales, installation, after-sale, monitoring and other business functions as one of the ERP system, Through the establishment of this system, which is developed separately with its own business process, relying on modern information technology, starting from improving service for customers and strengthening management, it can greatly reduce customer complaint reporting rate and make customer service flow standardized. Greatly improve customer loyalty and satisfaction, standardize the business process, improve the management efficiency and service efficiency. The system adopts Browse / Server architecture, the client does not need to install any software, it is easy to use the system through browser, the development platform of the program is J2EE development platform, and the database table structure is designed with PowerDesigner database model design tool. Large relational database MS SQL Server is used to analyze and mine customer information safely and efficiently. The goal of the system is to integrate the whole business process of the company into an ERP platform, standardize the customer service process through software, and realize the seamless flow connection among the business units, service units and construction units. Improve customer consultation and service efficiency and quality. The system includes seven subsystems: customer management, decoration management, marketing management, service supervision management, financial management, leadership decision making and system management. The system sets up the market department, the design department, the engineering department, the finance department, the service supervision department and so on each link of the building decoration engineering enterprise's cooperative work platform, will existing customer, the potential customer, the partner, the product, the present customer, the potential customer, the partner, the product, Staff in the unified information platform to achieve centralized management and information sharing. Customer characteristic information, customer demand information, customer tracking process information, customer consultation process information, customer service process information, contract file information, contract construction process information, customer return information, customer complaint information, Customer maintenance information, customer visit greeting information, etc. for the whole process of information management. In the three aspects of pre-sale consultation, project implementation return visit, after-sale service reporting and repair, the whole process of business management is managed, followed up, the management efficiency and work efficiency of the enterprise are improved, and the value concept of customer-centered enterprise is really realized. Reduce the enterprise complaints, repair rate, consulting customers to contract the success rate greatly improved. The system promotes the standardization of the service flow of the enterprise, and finally improves the management efficiency of the enterprise. The construction of information management system of architectural decoration industry is carried out around the whole business process of the company, specially customizing for building decoration industry, realizing the coordination and unification of pre-sale, in-sale, after-sale, logistics, information flow and capital flow; Through the in-depth study of every link of the management of the home improvement enterprise, the information sharing and process monitoring are realized, and the perfect customer service system, the project management system, the human resource examination system and the leadership decision analysis system are established. Can reasonably allocate enterprise resources, reduce operating costs, and improve economic efficiency.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2011
【分類號】：TP311.52

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本文編號：2011514