浙江大学硕士学位论文摘要基于中间件技术的证券公司客户服务平台设计与实现i浙江大学硕士学位论文摘要摘要本文基于服务理论实施的需要，详细探讨了构建证券公司客户服务平台的方向，并针对当前证券行业信息化发展水平，提出了使用中间件技术实现高效率、低成本的综合型客户服务平台。在这一思路指导下，本文详细阐述了满足上述构想和要求的客户服务平台系统的设计与实现过程。制定了系统的设计原则，划分了系统的体系结构层次，确定了整个系统的软件体系架构以及系统内部的逻辑结构、流程及界面，并详细论述了系统的各个功能实现方法。本文所构建的客户服务平台，利用中间件技术构建核心业务平台，结合企业商业智能、数据仓库的理念，对公司内部现有信息进行更深层次的挖掘和处理，并能够实现各信息系统之间的协同工作。具体而言，本文对各种为经纪人提供的专业服务工具进行了相应的探讨，制定了各具特色的客户服务项目。更为重要的是，通过构建企业数据仓库，实现了客户数据的深度挖掘和智能分析。证券公司通过这一平台完成个性化服务，从本质上提高服务质量，保持客户的忠诚度，最终达到提高企业核心竞争能力的目的。关键词：证券行业，客户服务，中间件ii浙江大学硕士学位论文AbstractAbstractBasedontheimplementationoftheneedsofservicetheory,thisarticlehasindetaildiscussedthedirectionofconstructingcustomerserviceplatformforsecuritiesandproposedtheuseofmiddlewaretechnologytoachievethehighefficiencyandlowcostcombinationofcustomerserviceplatformaimingatthecurrentlevelofnegotiablesecuritiesprofessioninformationization.Underthismentalityinstruction,thisarticleelaboratedindetailthedesignandtherealizationofcustomerserviceplatformsystemthatsatisfyingtheconceptionandtherequestabove.Thedesignprincipleofsystemwasformulated,thearchitecturelevelofsystemwasdivided,thelogicalorganization,flowandinterfaceofthesoftwarearchitectureoftheoverallsystemwasdeterminedandthefunctionrealizationofeachsystemwaselaboratedindetail.Thecustomerserviceplatformconstructedinthisarticletakestheuseofmiddlewaretechnologytobuildacorebusinessplatform,anditusingtheconceptofenterprisebusinessintelligenceanddatawarehousetorealizedeeperexcavationandprocessingtointeriorinformationofthecompany.Inaddition,thesystemcanbeachievedbetweenthevariousinformationsystemstoworktogether.Specifically,theprofessionalservicetoolswhichprovidedforthemanagerswerediscussedinthisarticleandtheuniquecustomerserviceprojectwasformulated.Themoreimportantlythingisthatbyconstructingenterprisedatawarehouse,thedepthdataminingandintelligenceanalysiswasrealized.Thesecuritiescompanycompletesthepersonalizedservicebythisplatform.Thiscanimprovethegradeofserviceessentially,keeptheloyaltyofthecustomerandfinallyachievethegoalofimprovingcorecompetitiveabilityoftheenterprise.Keywords：Securities,customerservice,middlewareiii浙江大学硕士学位论文目录目录摘要...............................................................................................................................iAbstract.........................................................................................................................ii第1章绪论.................................................................................................................31.1课题背景...............................................................................................................31.2课题的目的及意义..............................................................................................41.3课题的研究内容和方法..............................................................
