Research And Application Of SCA In Hunan Mobile Complaint Management System

As a new generation of software architecture, SOA permits enterprises to adjust and use the existing service modules, instead of being forced to adopt developing new code in a large scale. Therefore, customers in the business environment are able to quickly respond to the changing market in time. How to get the ideal blueprint of SOA transfer from concept into practice now becomes the key point. SCA is a programming model specialized in the application and solutions of SOA. It solves many important issues appeared in the development of SOA application, and becomes the trend of SOA development.Guided by SOA methodology and methods of service-oriented design, the paper tries to partially construct a complaint management system based on an integrated use of SCA programming models. In the first part, the author gives a detailed introduction on the problems of the existing complaint management system of Hunan Mobile and on the functional needs of related business, arguing that the construction of a complaint management system should fully consider the enterprises'.actual project and customers'demand. Based on this argument, using approaches of SOMA architecture, the author conducts a service modeling to the existing system, gives an optimization on its business process, and makes a detailed scheduling on its servicing functions, gradually achieving the completion of service discovery, service protocols and service implementation. In the original complaint management process of Hunan MCC, complaint handling processed by the service department is desolated from order-handling processed by the operation and maintenance department; the mentioned two processes are two closed-loop processes. Although this kind of processing model makes a clear parallel to the powers and responsibilities among departments, it brings a series of problems in order tracking. The author proposes a combination of the mentioned two processes into a closed-loop process, by setting a global monitoring service. Also, when performance management is introduced in the monitoring, all aspects of complaint handling will be tracked and perfected, therefore improving the efficiency of complaint handling and strengthening manager's evaluating work. In addition, because there is not a uniform knowledge base in the Network Maintenance Center of Hunan Mobile, the handling of complaint order depends too much on worker's personal experiences. This can be solved by establishing a knowledge base of dynamic maintenance, which is able to prove efficiency in handling similar problems.System implementation results show that the use of SCA in the communication field to build the IT system optimizes business processes and achieve IT and business alignment. After implementation, KPI of optimized process have markedly improved, staffing requirements have reduced, costs have reduced, and complaint processing time has also been a significant reduced. Also staff efficiency has been greatly improved. This article has good reference for how to use SCA for telecommunications companies to build a flexible IT architecture.