1、专业英语成绩评定表北京邮电大学软件学院工程硕士研究生专业英语成绩评定表学号： 10Z0735学生姓名： 卞兴军导师姓名： 雷友珣报告题目： DESIGNANDIMPLEMENTATIONOFGEHUACALLCENTERSPERFORMANCEMANAGEMENTSYSTEM评分：导师签字：年 月 日1With the development of economic globalization, Businesscompetitionbecomes moresevereincreasingly.Atthebeginning,Corporationonlyconcernedwiththeresu
2、ltsofmanagement,Inordertoimprovetheviabilityandcompetiveness,gradually,theytakecareofevolutionofprocessmanagement.Inthisbackground,AlargenumberofcompanysmanagementbegintoattendPerformancemanagementsystem(PerformanceManagementSystem),Intheirdailyworkperformance,performancemanagementsystem,whichrecord
3、stheemployees workcapacityandworkloaddata,andthebasisfortheassessmentofitsemployees.Customerserviceperformancesystemisabranch of theperformance of the system,which isusedinthecallcenterperformance management.Itmainlytosolveheavyworkloadandhighcostincallcenter.Andimprovetheefficiencyofcallcentersmana
4、gementcomprehensively.ThecallcenterofBeijingGehuaTVNetworkCo.,Ltd.wasestablishedin2001,atthebeginningtheCenterusethemanagementmodellikedocuments,forms,paper.Withthedevelopmentofthecompanysbusiness,thesizeofthecustomerservicecenterisexpanding;theformermanagementstyleisnotsuitedtothebusinessdevelopmen
5、tneeds.Thecallcenterdecidedtouseasetofcustomerserviceperformancemanagementsystem,itismainlytosolvethedrawbacksoftheoldmanagementmodel,itusethelatestcomputertechnologyfortheperformanceofcustomerservice,codeofconduct,thedailyperformanceoftheworkloadtomanage.Theentiresystem,includingstafftimeandattenda
6、ncemodule,trafficmodule,qualityofservice,thequerymodule,aswellasbasicdatamanagementmodule.Atpresent,thesystemsaredeployedinthecustomerservicecenter,usingC/Sarchitecture. Performancesystemsoftwareisinstalledbythosecomputerswheremonitor,agentsrepresentativesandqualitypersonnelused.Serviceprogramisdepl
7、oyedinpcservice;Relevantpersonneldodailymanagementbytheusingofperformancesystems.2Fromrequirementsanalysis,architecturedesigntoprogramming,Thisthesisisbuiltaroundcustomerserviceperformance,ituseentirelyclientandservicestructure.Performance，academiclanguage,inordertoachievetheirgoalswhichsetbyorganiz
8、ationsandtheindividuals,specificationsandrequirementsofbusinessesandorganizations.itcanbeunderstandasbehavior,performanceinthespecificwork.inordertoachievemaximumcapacityouttheeffectoftheminimumexpenditurerequirementsthebehavioroftheparticipants.Thekeyofperformanceisperformancemanagement.Inordertoac
9、hieveenterprisegoalssetbymanagersandemployersTheso-calledperformancemanagementisatalllevelstoparticipateintheperformanceplanformulation,performancecounselingcommunication,performanceappraisal,applicationperformanceresults,performancetargetstoenhancethecontinuedcycle.Thepurposeoftheperformancemanagem
10、entistocontinuetoenhancetheperformanceofindividuals,departmentsandorganizations,whichemphasizetheconsistencyoforganizationalgoalsandpersonalgoals,andfocusonorganizationsandindividuals,growtogether.Performancemanagement,businessesandorganizationsatalllevelsofparticipants,andpeoplemanagement.Performan
11、cemanagementisasystematicprocess,includingthefourareasoftheassessmentprogramdevelopment,performance-relatedworktoprepareandorganizetheimplementationoftheassessmentfeedback.3Thedevelopmentofevaluationplanreferstoenterprisesandorganizationsfromtheirowngoal,theactualsituationtodeveloptheobjectofassessm
12、ent,assessmenttime,andassessmentofthespecificcontent.Thepreparationworkreferstothepreparatoryphaseoftheperformanceappraisal;themainworkistheselectionofpersonnelinvolvedintheassessment,aswellastheunderstandingoftheassessmentofstaffperformanceevaluationandrelatedITsystemsknowledgetoprepare.Theorganiza
13、tionandimplementationoftheimplementationofpartoftheperformanceappraisalandassessmentpersonnelinaccordancewiththeassessmentmethods,andimplementationoftheassessmentworktobeexaminers.Theassessmentfeedbackisthefinalstepoftheevaluationaspectsoftheassessmentofthestatisticalevaluationoftheresults,theassess
14、mentproject,thefinalassessmentdatafeedback.Themodernenterprisemanagement,performancemanagementisincreasinglyalargenumberofenterprisesusing,ingeneral,theimplementationofperformancemanagement:1,theimplementationofperformancemanagement,employeecontrolperformanceassessmentmethods,finedtheirownlackofskil
15、lstoachievegreaterpurposes,bywayofparticipatinginthetrainingandself.42,theimplementationofperformancemanagementsystems,canmakeclearbusinessgoalsofthecorporateofficers,managementbyobjectives,corporatemanagersmoreclearlytheirownpurposes,downtoeverytask,layerbylayertoimplementthespecificimplementation,
16、businessmanagerswillclearthecurrentmanagementinsufficient,andthusbeimproved.3,performancemanagementisacontinuouscyclicalprocess,throughthedevelopmentoftheassessmentobjectives,theimplementationoftheassessmentandfeedbackofevaluationresults,aftertheendoftheentireprocess,improvingthelastdevelopedperform
17、ancegoalsandthustoidentifyproblems,optimizemanagementpurposes.4,theperformancetosomeextentreflectstheassessmentofrangeofknowledge,businessskills,workattitude,initiative,etc.,intheprocessofbusinessmanagement,corporatemanagementwillgenerallyreferencetheperformanceresultsasastaffappraisal,reward,promot
18、ioncredentials.1.2ThesubjectofsourceWiththelarge-scaleextensionofthehigh-definitioncableTVbusiness,thenumberoftheGehuacallcenterfromdozensofpeopleto600people,staffsizeincreasedseveraltimes.Theoriginalcallcentermanagementtorelyonworddocuments,EXCELtable,attendanceinformation,personnelperformance,work
19、load,andotherinformationstoredindocumentformfile,dataretrievaldifficult,statisticalinformation5isnotaccurate,thehighcostofhumanresourcesmanagement,managementmethodsarebackward.Withtheexpansionofstaffsize,theoriginalmanagementmodelcannotadaptthecallcenterbusinessdevelopmentneedsofspecificperformance:
20、1,Theformerperformancemanagementhasmanydisadvantages,suchasheavyworkload,highcosts,confusionmanagement,itisverydifficulttoretrieve,update,andfindinformation.2,Itiseasytolosethosedocuments,formsforPerformanceManagementinformation,notflexiblestatisticalshortcomings.Documentsandformsstoredinformationdu
21、etopoormanagement,humanfactorscausedthelossofdata,resultingininaccuratestatistics,thedatacannotbelong-termpreservation.3,Itisdifficulttoachievethepurposeofdatamining,dataminingfromlargeamountsofdatatofindoutthelaw,withthedocumentsandformsmanagement,datacannotbedirectlyusedforstatisticalfunctions,and
22、thuscannotbecomeadataminingbasicdata.Customerserviceperformancesoftwaresystemisdevelopedwhichbasedontheabove,itreplacestheoriginalmanualmanagement,ITapplicationstothecustomersdailymanagement.ThisissueisderivedfromtheBeijingtheGehuaTVNetworkCo.,Ltd.callcenterperformancemanagementsystem,andsothebackgr
23、oundisdiscussed.Atnormal,theInformationdepartmentresponsibleforallIT6programming,ithasallkindsoftechnicalpersonnel,ithadbeendevelopedBOSSsystemand invoicesystem.Aboveall,thecompanydecidedtodevelopcustomerserviceperformancesystemwhich isresponsiblebytheMinistryofInformation,asoneofleaders,Iwasinvolve
24、dintheentireproject.Takingintoaccount,callcentersoftwaretoconductperformancemanagement,anduseofpersonneltomonitor,qualitycontrolpersonnel,managementpersonnel,theyareusedtousingtheC/SstructureontheWindowsplatformandtheC/Sstructurehasthefollowingadvantages:1,itloaddistributionintheserviceandclient,and
25、thuscantakeadvantageofthehardwareresourcesoftheserverandclient.2,IncontrasttotheB/Sstructure,thesystemissimple,andthusrespondinatimely.3,InC/Sstructure,theclientisresponsibleforthebasicbusinesslogic,and theservice isresponsiblefordataprocessing,thuscanreducenetworkoverloadTheprojectdevelopmentisaC/S
26、architecture,theclientisdeployedonWindowsXP,theserverisdeploymentontheWindows2000platform.1.3assumedtaskThroughoutthecourseoftheproject,Iwasinvolvedinneedsanalysis, design,coding,softwaretesting,systemimplementationandtraining,themoreare:7DuringRequirementsanalysisstage,communicationwiththecallcente
27、r,andultimatelytheperformanceofthesystemtodevelopasoftwarerequirementsspecification.DuringDesignstage,Icompletedtheperformanceofsoftwareinterfacedesign,databasedesign,interfacedesignandcallcentersystems,preparationofdesigndocuments.Duringprogrammingstage,usingC+Builderdevelopment,tocompletethedevelopmentworkofthe;usePLSQLlanguagedatabasebackendprocessingfunctions.Duringthetestingstage,basedonneedsanalysisandspecifications,writetestscenariosandtestcases,theuseofblackboxandwhiteboxtestingmethodstocompletethesetofsoftwa
