摘 要网络通信公司客服管理系统采用 Java 语言、B/S 模式和 ORACLE 数据库管理系统进行开发。系统的主要功能分为后台系统管理和前台系统管理。管理员通过后台系统管理可以进行报表统计管理、信息配置管理、系统设置管理等操作；普通员工通过前台系统管理可以进行安装管理、报修管理、续费管理、投拆管理、工单查询管理等操作。文章对网络通信公司客服管理系统的课题背景、开发工具、需求分析、系统 UML 建模、数据库设计以及系统实现进行了详细阐述。关键词：客服管理；B/S 模式；ORACLE；JavaAbstractThe Customer Service Management System for Network Communications Company is developed by Java language, B/S mode and ORACLE database management. The main function of the system is divided into the background system management and the foreground system management. The administrator is responsible for report management, configuration management, system settings by using the background management system. Ordinary staff is responsible for install management, report management, renewal management, complaints management, order query management by using the foreground system management. This paper describes the system’s background, development tools, requirement analysis, UML modeling, database design and system’s implementation in detail.Keywords: Customer service management; B/S model; ORACLE; Java目 录1 绪论................................................................................................................11.1 选题背景.....................................................................................................11.2 主要内容及研究意义.................................................................................11.3 开发技术介绍.............................................................................................11.3.1 JAVA 语言................................................................................................11.3.2 SQL 语言.............................
