Design & Implementation Of Customer Relationship Management System In BBOSS For China Mobile Communication Corporation

The first phase of BBOSS started to operate in 2008. The design of original busine ss system was the combination of function modules, which were designed to meet dema nds of some departments, and product-orientation. Besides, there was no systematic pla nning before modules were built up. As a result, information could not be shared and ex changed sufficiently. Because of the fast pace revolution of mobile communication mar ket, original business demand changes frequently, new business requirements and functi ons emerges constantly and consequently, more function modules need to be added into the system, which causes the speed of updating system by designers cannot match the ra te of business changes and the system has to be updated frequently and the quality of de velopment always conflicts with time. Under the pressure of the market, the common re sult is poor system quality and a waste of investment in system development.Due to the great changes in the mobile communications market, the original business requirements are adjusted regularly, and new business requirements and business functions continue to rush. Therefore, the speed of the designers and developers revamping the original system lagged far behind the speed of business changes. Facing to the fierce market competition, the pressure of mobile operators in market- oriented operating is increasing day by day. What’s more, they have invested heavily in construction of new business operation & supporting systems, in order to meet developing needs of the market.This dissertation discusses the design and implementation of CRM subsystem, which is one of the core subsystems of new BBOSS.By analyzing the contradictions between the requirements of business development and the current operating situation of old BBOSS, this thesis comes up two issues which need new BBOSS focus on and their solutions. One is implementing business data sharing and business flow unifying between BBOSS and BOSS of every province, by mode of two-order-flow. Another issue is achieving timely response to business needs changing and developing following a concept that business can be configured. In addition, according to the process theory of software engineering, this paper discusses in details about the project development and implementation from the requirements analysis, general design, detailed design and coding, testing phases.At present, the subsystem has been on-line successfully and has been put into operation with new BBOSS. It effectively improves the market competition and customer recognition of China Mobile in the industry.