最新专业英语成绩评定表.docx
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最新专业英语成绩评定表.docx
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最新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:
designandimplementation ofgehuacallcenter’sperformancemanagement system
评分:
导师签字:
年月日
Withthedevelopmentofeconomicglobalization,Businesscompetitionbecomesmoresevereincreasingly.Atthebeginning,Corporationonlyconcernedwiththeresultsofmanagement,Inordertoimprovetheviabilityandcompetiveness,gradually,theytakecareofevolutionofprocessmanagement.Inthisbackground,Alargenumberofcompany'smanagementbegintoattendPerformancemanagementsystem(PerformanceManagementSystem),Intheirdailyworkperformance,performancemanagementsystem,whichrecordstheemployeesworkcapacityandworkloaddata,andthebasisfortheassessmentofitsemployees.Customerserviceperformancesystemisabranchoftheperformanceofthesystem,whichisusedinthecallcenterperformancemanagement.Itmainlytosolveheavyworkloadandhighcostincallcenter.Andimprovetheefficiencyofcallcenter’smanagementcomprehensively.
ThecallcenterofBeijingGehuaTVNetworkCo.,Ltd.wasestablishedin2001,atthebeginningtheCenterusethemanagementmodellikedocuments,forms,paper.Withthedevelopmentofthecompany'sbusiness,thesizeofthecustomerservicecenterisexpanding;theformermanagementstyleisnotsuitedtothebusinessdevelopmentneeds.Thecallcenterdecidedtouseasetofcustomerserviceperformancemanagementsystem,itismainlytosolvethedrawbacksoftheoldmanagementmodel,itusethelatestcomputertechnologyfortheperformanceofcustomerservice,codeofconduct,thedailyperformanceoftheworkloadtomanage.Theentiresystem,includingstafftimeandattendancemodule,trafficmodule,qualityofservice,thequerymodule,aswellasbasicdatamanagementmodule.
Atpresent,thesystemsaredeployedinthecustomerservicecenter,usingC/Sarchitecture.Performancesystemsoftwareisinstalledbythosecomputerswheremonitor,agent’srepresentativesandqualitypersonnelused.Serviceprogramisdeployedinpcservice;Relevantpersonneldodailymanagementbytheusingofperformancesystems.
Fromrequirementsanalysis,architecturedesigntoprogramming,Thisthesisisbuiltaroundcustomerserviceperformance,ituseentirelyclientandservicestructure.
Performance,academiclanguage,inordertoachievetheirgoalswhichsetbyorganizationsandtheindividuals,specificationsandrequirementsofbusinessesandorganizations.itcanbeunderstandasbehavior,performanceinthespecificwork.inordertoachievemaximumcapacityouttheeffectoftheminimumexpenditurerequirementsthebehavioroftheparticipants.Thekeyofperformanceisperformancemanagement.
InordertoachieveenterprisegoalssetbymanagersandemployersTheso-calledperformancemanagementisatalllevelstoparticipateintheperformanceplanformulation,performancecounselingcommunication,performanceappraisal,applicationperformanceresults,performancetargetstoenhancethecontinuedcycle.Thepurposeoftheperformancemanagementistocontinuetoenhancetheperformanceofindividuals,departmentsandorganizations,whichemphasizetheconsistencyoforganizationalgoalsandpersonalgoals,andfocusonorganizationsandindividuals,growtogether.Performancemanagement,businessesandorganizationsatalllevelsofparticipants,andpeoplemanagement.
Performancemanagementisasystematicprocess,includingthefourareasoftheassessmentprogramdevelopment,performance-relatedworktoprepareandorganizetheimplementationoftheassessmentfeedback.
Thedevelopmentofevaluationplanreferstoenterprisesandorganizationsfromtheirowngoal,theactualsituationtodeveloptheobjectofassessment,assessmenttime,andassessmentofthespecificcontent.
Thepreparationworkreferstothepreparatoryphaseoftheperformanceappraisal;themainworkistheselectionofpersonnelinvolvedintheassessment,aswellastheunderstandingoftheassessmentofstaffperformanceevaluationandrelatedITsystemsknowledgetoprepare.
Theorganizationandimplementationoftheimplementationofpartoftheperformanceappraisalandassessmentpersonnelinaccordancewiththeassessmentmethods,andimplementationoftheassessmentworktobeexaminers.
Theassessmentfeedbackisthefinalstepoftheevaluationaspectsoftheassessmentofthestatisticalevaluationoftheresults,theassessmentproject,thefinalassessmentdatafeedback.
Themodernenterprisemanagement,performancemanagementisincreasinglyalargenumberofenterprisesusing,ingeneral,theimplementationofperformancemanagement:
1,theimplementationofperformancemanagement,employeecontrolperformanceassessmentmethods,finedtheirownlackofskillstoachievegreaterpurposes,bywayofparticipatinginthetrainingandself.
2,theimplementationofperformancemanagementsystems,canmakeclearbusinessgoalsofthecorporateofficers,managementbyobjectives,corporatemanagersmoreclearlytheirownpurposes,downtoeverytask,layerbylayertoimplementthespecificimplementation,businessmanagerswillclearthecurrentmanagementinsufficient,andthusbeimproved.
3,performancemanagementisacontinuouscyclicalprocess,throughthedevelopmentoftheassessmentobjectives,theimplementationoftheassessmentandfeedbackofevaluationresults,aftertheendoftheentireprocess,improvingthelastdevelopedperformancegoalsandthustoidentifyproblems,optimizemanagementpurposes.
4,theperformancetosomeextentreflectstheassessmentofrangeofknowledge,businessskills,workattitude,initiative,etc.,intheprocessofbusinessmanagement,corporatemanagementwillgenerallyreferencetheperformanceresultsasastaffappraisal,reward,promotioncredentials.
1.2Thesubjectofsource
Withthelarge-scaleextensionofthehigh-definitioncableTVbusiness,thenumberoftheGehuacallcenterfromdozensofpeopleto600people,staffsizeincreasedseveraltimes.Theoriginalcallcentermanagementtorelyonworddocuments,EXCELtable,attendanceinformation,personnelperformance,workload,andotherinformationstoredindocumentformfile,dataretrievaldifficult,statisticalinformationisnotaccurate,thehighcostofhumanresourcesmanagement,managementmethodsarebackward.Withtheexpansionofstaffsize,theoriginalmanagementmodelcannotadaptthecallcenterbusinessdevelopmentneedsofspecificperformance:
1,Theformerperformancemanagementhasmanydisadvantages,suchasheavyworkload,highcosts,confusionmanagement,itisverydifficulttoretrieve,update,andfindinformation.
2,Itiseasytolosethosedocuments,formsforPerformanceManagementinformation,notflexiblestatisticalshortcomings.Documentsandformsstoredinformationduetopoormanagement,humanfactorscausedthelossofdata,resultingininaccuratestatistics,thedatacannotbelong-termpreservation.
3,Itisdifficulttoachievethepurposeofdatamining,dataminingfromlargeamountsofdatatofindoutthelaw,withthedocumentsandformsmanagement,datacannotbedirectlyusedforstatisticalfunctions,andthuscannotbecomeadataminingbasicdata.
Customerserviceperformancesoftwaresystemisdevelopedwhichbasedontheabove,itreplacestheoriginalmanualmanagement,ITapplicationstothecustomer'sdailymanagement.ThisissueisderivedfromtheBeijingtheGehuaTVNetworkCo.,Ltd.callcenterperformancemanagementsystem,andsothebackgroundisdiscussed.
Atnormal,theInformationdepartmentresponsibleforallITprogramming,ithasallkindsoftechnicalpersonnel,ithadbeendevelopedBOSSsystemandinvoicesystem.
Aboveall,thecompanydecidedtodevelopcustomerserviceperformancesystemwhichisresponsiblebytheMinistryofInformation,asoneofleaders,Iwasinvolvedintheentireproject.Takingintoaccount,callcentersoftwaretoconductperformancemanagement,anduseofpersonneltomonitor,qualitycontrolpersonnel,managementpersonnel,theyareusedtousingtheC/SstructureontheWindowsplatformandtheC/Sstructurehasthefollowingadvantages:
1,itloaddistributionintheserviceandclient,andthuscantakeadvantageofthehardwareresourcesoftheserverandclient.
2,IncontrasttotheB/Sstructure,thesystemissimple,andthusrespondinatimely.
3,InC/Sstructure,theclientisresponsibleforthebasicbusinesslogic,andtheserviceisresponsiblefordataprocessing,thuscanreducenetworkoverload
TheprojectdevelopmentisaC/Sarchitecture,theclientisdeployedonWindowsXP,theserverisdeploymentontheWindows2000platform.
1.3assumedtask
Throughoutthecourseoftheproject,Iwasinvolvedinneedsanalysis,design,coding,softwaretesting,systemimplementationandtraining,themoreare:
DuringRequirementsanalysisstage,communicationwiththecallcenter,andultimatelytheperformanceofthesystemtodevelopasoftwarerequirementsspecification.
DuringDesignstage,Icompletedtheperformanceofsoftwareinterfacedesign,databasedesign,interfacedesignandcallcentersystems,preparationofdesigndocuments.
Duringprogrammingstage,usingC++Builderdevelopment,tocompletethedevelopmentworkofthe;usePLSQLlanguagedatabasebackendprocessingfunctions.
Duringthetestingstage,basedonneedsanalysisandspecifications,writetestscenariosandtestcases,theuseofblackboxandwhiteboxtestingmethodstocompletethesetofsoftwarefunctions,andperformancetesting.
Intheimplementationperiod,Iwasresponsiblefordatabaseinstallation,tablespacecreation,thebasicdataoftheloadand
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