基于中间件技术的证券行业客户服务平台设计与实施硕士学位毕业论文

浙江大学硕士学位论文 摘要 i 硕士学位论文 基于中间件技术的证券公司客户服务平台设计与实现 浙江大学硕士学位论文 摘要

ii 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 浙江大学硕士学位论文 Abstract

iii Abstract Based on the implementation of the needs of service theory, this article has in detail discussed the direction of constructing customer service platform for securities and proposed the use of middleware technology to achieve the high efficiency and low cost combination of customer service platform aiming at the current level of negotiable securities profession informationization. Under this mentality instruction, this article elaborated in detail the design and the realization of customer service platform system that satisfying the conception and the request above. The design principle of system was formulated, the architecture level of system was divided, the logical organization, flow and interface of the software architecture of the overall system was determined and the function realization of each system was elaborated in detail. The customer service platform constructed in this article takes the use of middleware technology to build a core business platform, and it using the concept of enterprise business intelligence and data warehouse to realize deeper excavation and processing to interior information of the company. In addition, the system can be achieved between the various information systems to work together. Specifically, the professional service tools which provided for the managers were discussed in this article and the unique customer service project was formulated. The more importantly thing is that by constructing enterprise data warehouse, the depth data mining and intelligence analysis was realized. The securities company completes the personalized service by this platform. This can improve the grade of service essentially, keep the loyalty of the customer and finally achieve the goal of improving core competitive ability of the enterprise. Keywords： Securities, customer service, middleware 浙江大学硕士学位论文 目录

I 目录 摘要 ............................................................................................................................. ii Abstract ....................................................................................................................... iii 第1章 绪论 ................................................................................................................ 3 1.1 课题背景 ............................................................................................................. 3 1.2 课题的目的及意义 ............................................................................................. 4 1.3 课题的研究内容和方法 ..................................................................................... 5 第2章 设计和实现中应用的技术 ............................................................................ 8 2.1 LiveBOS技术 ...................................................................................................... 8 2.1.1 LiveBOS技术架构 ....................................................................................... 8 2.1.2 LiveBOS业务中间件 ................................................................................. 10 2.1.3 LiveBOS对象引擎 ...................................................................................... 11 2.2 ETL技术 ............................................................................................................ 12 2.2.1 ETL的概念 ................................................................................................. 12 2.2.2 ETL产品体系结构 ..................................................................................... 13 第3章 客户服务系统需求分析 .............................................................................. 16 3.1 需求分析方法 ................................................................................................... 16 3.2 需求分析过程 ................................................................................................... 17 第4章 客户服务系统的设计 .................................................................................. 22 4.1 系统概要设计 ................................................................................................... 22 4.1.1 总体架构 .................................................................................................... 22 4.1.2 技术架构 .................................................................................................... 22 4.1.3 功能模块划分 ............................................................................................ 24 4.1.4 数据库设计 ................................................................................................ 25 4.2 系统详细设计 ................................................................................................... 26 4.2.1 LiveBOS对象设计 ..................................................................................... 26 4.2.2 数据中心详细设计 .................................................................................... 29 4.2.3 系统指标设计 ............................................................................................ 31 第5章 客户服务系统的实现 .................................................................................. 33 5.1 客户服务平台的实现 ....................................................................................... 33 5.1.1 业务元素的实现 ........................................................................................ 33 5.1.2 业务流程的实现 ........................................................................................ 35 5.1.3 菜单界面的实现 ........................................................................................ 37 5.2 数据中心的实现 ............................................................................................... 39 5.2.1 建立数据库 ................................................................................................ 39 5.2.2 数据获取 .................................................................................................... 40 第6章 总结与展望 .................................................................................................. 45