专业英语成绩评定表.docx
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专业英语成绩评定表.docx
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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:
DESIGN AND IMPLEMENTATION OF GEHUA CALL
CENTER’S PERFORMANCE MANAGEMENT SYSTEM
评分:
导师签字:
年月日
1
Withthedevelopmentofeconomicglobalization,Business
competition becomesmore severe increasingly. At the beginning,
Corporation only concerned with the results of management, In order to
improve the viability and competiveness, gradually , they take care of
evolution of process management. In this background , A large number of
company's management begin to attend Performance management system
(Performance Management System), In their daily work performance,
performance management system,which records the employeeswork
capacity and workload data, and the basis for the assessment of its
employees. Customer service performance system is a branchofthe
performanceofthesystem, whichis used in the call center
performancemanagement .It mainly to solve heavy workload and high
cost in call center. And improve the efficiency of call center’s
management comprehensively.
The call center of Beijing Gehua TV Network Co., Ltd. was
established in 2001, at the beginning the Center use the management
model like documents, forms, paper. With the development of the
company's business, the size of the customer service center is expanding;
the former management style is not suited to the business development
needs. The call center decided to use a set of customer service
performance management system, it is mainly to solve the drawbacks of
the old management model, it use the latest computer technology for the
performance of customer service, code of conduct, the daily performance
of the workload to manage. The entire system, including staff time and
attendance module, traffic module, quality of service, the query module, as
well as basic data management module.
At present, the systems are deployed in the customer service center,
using C/S architecture.Performance system software is installed by
those computers where monitor, agent’s representatives and quality
personnel used. Service program is deployed in pc service; Relevant
personnel do daily management by the using of performance systems.
2
From requirements analysis, architecture design to programming,
This thesis is built around customer service performance , it use entirely
client and service structure.
Performance ,academic language, in order to achieve their goals
which set by organizations and the individuals, specifications and
requirements of businesses and organizations. it can be understand as
behavior, performance in the specific work. in order to achieve maximum
capacity out the effect of the minimum expenditure requirements the
behavior of the participants. The key of performance is performance
management.
In order to achieve enterprise goals set by managers and employers
The so-called performance management is at all levels to participate in the
performance plan formulation, performance counseling communication,
performance appraisal, application performance results, performance
targets to enhance the continued cycle. The purpose of the performance
management is to continue to enhance the performance of individuals,
departments and organizations, which emphasize the consistency of
organizational goals and personal goals, and focus on organizations and
individuals, grow together. Performance management, businesses and
organizations at all levels of participants, and people management.
Performance management is a systematic process, including the four
areas of the assessment program development, performance-related work
to prepare and organize the implementation of the assessment feedback.
3
The development of evaluation plan refers to enterprises and
organizations from their own goal, the actual situation to develop the
object of assessment, assessment time, and assessment of the specific
content.
The preparation work refers to the preparatory phase of the
performance appraisal; the main work is the selection of personnel
involved in the assessment, as well as the understanding of the assessment
of staff performance evaluation and related IT systems knowledge to
prepare.
The organization and implementation of the implementation of part of
the performance appraisal and assessment personnel in accordance with
the assessment methods, and implementation of the assessment work to be
examiners.
The assessment feedback is the final step of the evaluation aspects of
the assessment of the statistical evaluation of the results, the assessment
project, the final assessment data feedback.
The modern enterprise management, performance management is
increasingly a large number of enterprises using, in general, the
implementation of performance management:
1, the implementation of performance management, employee control
performance assessment methods, fined their own lack of skills to achieve
greater purposes, by way of participating in the training and self.
4
2, the implementation of performance management systems, can
make clear business goals of the corporate officers, management by
objectives, corporate managers more clearly their own purposes, down to
every task, layer by layer to implement the specific implementation,
business managers will clear the current management insufficient, and thus
be improved.
3, performance management is a continuous cyclical process, through
the development of the assessment objectives, the implementation of the
assessment and feedback of evaluation results, after the end of the entire
process, improving the last developed performance goals and thus to
identify problems, optimize management purposes.
4, the performance to some extent reflects the assessment of range of
knowledge, business skills, work attitude, initiative, etc., in the process of
business management, corporate management will generally reference the
performance results as a staff appraisal, reward, promotion credentials.
1.2 The subject of source
With the large-scale extension of the high-definition cable TV
business, the number of the Gehua call center from dozens of people to
600 people, staff size increased several times. The original call center
management to rely on word documents, EXCEL table, attendance
information, personnel performance, workload, and other information
stored in document form file, data retrieval difficult, statistical information
5
is not accurate, the high cost of human resources management,
management methods are backward. With the expansion of staff size, the
original management model can not adapt the call center business
development needs of specific performance:
1, The former performance management has many disadvantages,
such as heavy workload, high costs, confusion management, it is very
difficult to retrieve, update, and find information.
2, It is easy to lose those documents, forms for Performance
Management information, not flexible statistical shortcomings. Documents
and forms stored information due to poor management, human factors
caused the loss of data, resulting in inaccurate statistics, the data can not be
long-term preservation.
3, It is difficult to achieve the purpose of data mining, data mining
from large amounts of data to find out the law, with the documents and
forms management, data can not be directly used for statistical functions,
and thus can not become a data mining basic data.
Customer service performance software system is developed which
based on the above, it replaces the original manual management, IT
applications to the customer's daily management. This issue is derived
from the Beijing the Gehua TV Network Co., Ltd. call center performance
management system, and so the background is discussed.
At normal, the Information department responsible for all IT
6
programming , it has all kinds of technical personnel, it had been
developed BOSS system andinvoice system.
Above all, the company decided to develop customer service
performance system whichis responsible by the Ministry of Information,
as one of leaders, I was involved in the entire project. Taking into account
call center software to conduct performance management, and use of
personnel to monitor, quality control personnel, management personnel,
they are used to using the C / S structure on the Windows platform and the
C / S structure has the following advantages:
1, it load distribution in the service and client, and thus can take
advantage of the hardware resources of the server and client.
2, In contrast to the B / S structure, the system is simple, and thus
respond in a timely.
3, In C / S structure, the client is responsible for the basic business
logic, andthe serviceis responsible for data processing, thus can
reduce network overload
The project development is a C / S architecture, the client is deployed
on Windows XP, the server is deployment on the Windows 2000 platform.
1.3 assumed task
Throughout the course of the project, I was involved in needs
analysis,design, coding, software testing, system implementation and
training , the more are:
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During Requirements analysis stage, communication with the call
center, and ultimately the performance of the system to develop a software
requirements specification.
During Design stage, I completed the performance of software
interface design, database design, interface design and call center systems,
preparation of design documents.
During programming stage, using C + + Builder development, to
complete the development work of the; use PLSQL language database
backend processing functions.
During the testing stage, based on needs analysis and specifications,
write test scenarios and test cases, the use of black box and white box
testing methods to complete the set of softwa
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