专业英语成绩评定表.docx

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