Analysis And Design Of Hebei Mobile Unified Complaints Platform

In recent years, mobile communication has been one of the fastest growing areas, and it shows a more high-speed growth trend. The penetration rate of China mobile customers has exceeded the world's average level, and its users has reached 500 million in china while the national mobile phone users has reached 800 million. Technically, the second generation digital mobile communication (2G) and the second-generation semi-mobile (2.5G) technology has been developed well, the third generation mobile communication (3G) technology is also inproving. The technical constraints from network bandwidth for mobile communication services is declining.Growing service types and fierce market competition requires operators to improve customer service quality and pay attention to customer complaints.Hebei Mobile constructed its complaints system in 2002, which is a strong support for handling complaints, but with the business development, complaint orders need more and more inter-system transfer in departments and circulation systems. The original system can not meet the needs of handling complaints in the structure and function.In order to solve the complaints-handling issue and provide a better support system, this paper proposed a unified platform for complaints and completed the following work:hackled the use of a variety complaint processes; resolved the un-smoothly issue of complaint orders in heterogeneous systems; defined a interface between a unified complaint platform and the systems; completed the basic function design of a unified complaint platform.Through practice, we acquired the following achievement:after the establishing of the unified platform for complaints, complaint processes can transfer flexiblely within the various company departments, IT systems, all brothers companies and the CMCCs. It ensures a flexible configuration for complaint processes, meets the assessment requirements of the Group of complaints, and verifies the introduction of the concept of SOA.This paper introduces the background of establishing the unified platform for complaints, the main technologies, frameworks, and the overall program and construction needs of the unified platform.In the fourth chapter, according to the needs analysis of the unified platform for complaints, it presented an overall design, and introduced the major system functions of the unified complaints platform.The fifth chapter discusses the detailed design of the unified complaints platform, including process design, interface design, class design and database design.In Chapter VI, the paper made a summarize, listed the achievements, presented the shortcomings of existing systems and improved direction.