Service-oriented Customer Relationship Management (crm) System For Railway Passenger Transport

Information of Railway Passenger Transport delvelops so fast that business systems have accumulated large amounts of business data.There are three problems that business data need to deal with, such as different data source, dispersed data storage and low utilization of information. In order to take full advantage of business data to do a good job of railway passenger information management, it becomes an urgent topic to be solved that constructing RPCRMS (Railway Passenger Customer Relationship Management System). RPCRMS can use informationization method to integrate various isomerism data.In view of above analysis, this paper chooses the idea of application service integration to do research.It mainly studied from the business model, the system framework, data integration framework as well as system design and realization of RPCRMS.The major work of this paper is as follows:Firstly, the business model of RPCRM based on service is proposed.Take business requirements of railway passenger transport service as the background. By analyzing business processes and services related to RPCRM, it uses service-oriented design idea to build overall business model of RPCRMS which can provides information service of traveling process to passengers.Secondly, framework model of RPCRMS based on SOA is established.Analyze the advantages of SOA and propose the design principles of RPCRMS.On the basis of above, establish framework model of RPCRMS based on SOA. By integrating business services related to RPCRM, the model takes the bus layer as the center to facilitate passenger transport staff to manage customer relationships and provide Omni-directional information service to passengers.Thirdly, data integration framework of RPCRMS is constructed based on web services. Based on the framework model built above, establish data integration framework of RPCRMS based on web services. Design data source adapter and service wrapper of RPCRMS, analye data modeling, service modeling as well as process modeling of RPCRMS, which can realize seamless integration of data of RPCRMS.The last, design and implement the prototype system. According to the above theory research, design system from four aspects such as the system module, UML model, services and interfaces and develop system prototype by using Delphi7.0+sql server2005+ⅡS to confirm feasibility of model. The prototype system facilitates customer staff to analyze passenger data, which will help the passenger manager to develop appropriate marketing strategies and provide personalized service for passengers according to the results of data analysis.