Research On Manufacturing Enterprise's Customer Resource Management & Its Key Technologies

Customers have now become the central aspect in today's environment of fierce competition, and customer resource continues to be one of the strongest intangible knowledge resources of enterprises. How to manage the customer resource and deal with its relationship with other resources in an enterprise is a significantly important problem. In this thesis, with the research on the development of ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) implemented in manufacturing enterprises, we initialized the concept "Customer Resource Management". To differentiate with CRM, the abbreviation CRMII is used to describe this concept. We define CRMII as a generalized description to the activities that enterprises take around customers, including cognition on customer resource, manufacture and service around customer resource requirements, extension and protection to customer resource etc. Detailed analyses were given on the key technologies to implement CRMII. The main content of the thesis is as follows: Importation of ontology analysis into CRMII steps up the cognition of customer resource. An in-depth research was given on the description, the representation, the structure and the vocabulary of ontology-based customer resource, which provided enterprises with more systematic methodologies to the access and operation of customer resource. Two classical algorithms were employed to analyze the method of the attribute of the customer resource ontology. A pre-decision algorithm of planning was proposed, to realize a dynamic decision on the change of customer requirement and enterprise's capability prior to planning. This algorithm gives a right approach to overcome the inefficiency of on-site control in ERP production planning. The connotation of planning and its realization was researched. The quantifying of customer resource requirements and enterprises resource requirements were researched. The CRMII-Oriented enterprise BPR (Business Process Reengineering) should be fast, consistent and reconfigurable. The mean based on information system reconfigurable and knowledge resource was in-depth researched to implement BPR with afore-mentioned properties. An introduction was given to the protection of customer resource based on cooperative service system. The structure and composing of the system were given a detailed investigation. Two ways to solve the problem of the extension of customer resource were also presented, which were amount extension and quality improvement. The CRMS (Customer Resource Management System) frame was described by layer's structure. A component-based development mode was proposed under the guide of Domain Engineering, to realize the reconfigurable development of CRMII systems.