The Design And Implementation Of Telecom Business Hall Operation And Management System

Physical business halls are the first line channels and direct customer-facing businesswindows for telecom operators to provide customer service and business marketing. They hasimportant significance to achieve new customers, new business, new strategies. In order totake advantages of the business hall channel features, all telecom operators take activeexpansion strategy outlets, since1999the number of business halls has increased by nearly30times. Rapid network expansion improved the capabilities of their marketing services, butproblems have also occured: the decrease of customer satisfaction, waiting time is too long,the efficiency is too low, the controlling ability is bad, the automation of working is poor, etc.and so on.In order to solve above problems, this thesis’s work is based on the actual project of awell-known telecom operator (hereinafter referred to as company C), describes the design andimplementation of business hall operation and management system. First this thesis analysethe business needs from the market environment, corporate strategy and business value chainand make IT building requirements analysis. Then make the architecture and macro design ofthe system badsed on the research of the key technologies–javascript sockt technology,javaee technology,SSH framework technology, WebService technology and user experienceframework. This thesis describes the detailed design and implementation of a part of thesystem, user experience framework and data exchange pattern, makes testing and verification.The system has started operation in Shanghai Mobile, testing and application of the systemshows that the system has reached the business target to improve customer satisfaction,reduce queuing time and improve working efficiency of the business hall and enhance on-sitecontrol capabilities and automation goals. Compared to other same type systems, the research work in the paper has followingfeatures:1. This thesis analyses business needs clearly related to system construction. Becausethe background of the system construction is the Channel Business Transformationof the company C, this thesis analyses the trend of the market, the company’sbusiness strategy,Compay C’s existing channels situation system and every aspect ofthe business value chain of business halls, proposed the construction requirements ofthe system, achieve the smoothly transition from business strategy, management,operation to IT Systrem construction, effectively reducing the risk of IT can not meetthe actual business needs.2. C Company’s existing Queueing system, management system and other systems wereimplemented by several different vendors, all of the system use differenttechnologies and most of the are pure client system without server so it is difficult toachieve a unified management and is very difficult to maintain and upgrade. Throughthe usage of B/S architecture and JAVA EE platform technology system, combinedwith sophisticated spring, struts, hibernate, XFire and other open source frameworktechnology, and the usage of Corba Webservice way to integrate with existingsystems, this thesis effectively reducing the operation and maintenance costs of ITsystems and achieve the interaction of the business processing systems, businessanalysis systems and other existing production systems, provide technical support forCompany C ’s channel transformation business blueprint.3. On the user experience level, Company C’s existing user experiences of each systemin the business halls are quite different,. It can not demonstrate to customers a unifiedcorporate image, also unable to provide an easy remembered and consistent userinterface to staff. This thesis researches the core capabilities and layered structre ofuser experience and proposed user experience framework of system construction,improves the user experience of the system, also provide technical standards forCompany C to unify user experience management.4. On the data exchange level, the key technical problem of the system is to achieve thedata exchange through Queueing machine, counter PC terminals and applicationservers on the basis of B/S structure. By researching and applying javascript sockettechnology, this thesis proposes multiple C/S and B/S data exchange pattern, solvethe problem of the data exchange through Queueing machine, counter PC terminalsand and application servers in Web applications effectively, and gives the microdesign and implementation.5. On the system function level, the old queueing systems are pure client applicationand their user interface are not unify.It is very difficult to maintain and upgrade the system and the queue processing logic cannot be configured. This thesis proposesintelligent queuing subsystem based on B/S architecture and supports flexiblecustomized queuing strategy, achieve company level queueing system integration.The administrators can change queuing strategy flexibly according to the amount,level and business types of customers and provide differentiated queuing services,effectively increasing g the network’s precision and differentiated service capabilities.System also allows the leaders to understand the actual and historical businessinformation of business halls remotely, enhance the management level;administrators can update the application remotely, effectively reducing maintenancecosts.6. Because the system will eventually cover all Company C’s business hall, so thesystem must provide good stability and availability. This thesis designs HAarchitecture,system integration solutions and testing strategies, not only functionaltesting but also provide system integration testing, performance testing and highavailability testing to ensure to not only meet functionality requirements, but also thequality attributes of all aspects can meet Company C’s production requirements.