The Design And Implementation Of The Customer's Complaint Handling System For Yunnan Kunming China Mobile

Yunnan China Mobile Company put investment to build up the Customer's Complaint Handling System (CCHS). The Purpose is to handle the customer's complaints faster and to enhance its management level, by means of the computerized systems. The major goal of CCHS deployment is to simplify the steps of the handling of the customer's complaints, reduce the customer's waiting time, and to built a system that is easy to use and with good performance of expansion.Through the customer's complaint we can know the network's operating status, and give the guide to optimize the network. Customers usually put the problems they meet to the 10086. There are two steps to build the CCHS, for the first is to make the automatic process of the users' data possible. For the second is to combine the automatic date processing and customer complaints handling experience together to built the expert system. It is noted that, the whole project design cycle including system requirement analyses and system modeling, Rational Unified Process or RUP is used as development tool to analyze and configure software development process; The Unified Modeling Language or UML is used as standard language for specifying, visualizing, constructing, and documenting the artifacts of software systems; J2EE is used as a programming and development platform. This paper will present analyses and design for System Information Searching Module, Complaints Analysis Module, Template Management Module, and Interface Management Module and so on. And will give the introduce of the problem that met during the development process, as the display of the customer's phone call bills that is more than one ,the number of attributes of the customer's bills that is more than 40 and so on. Based on the detailed analyses for the project background and MIS current status for enterprises internationally, this paper presents the major issue must be solved and presents the whole system descriptions. Further more, it gives the detailed requirement analyses and system architecture. To illustrate, some topical samples are used to show how system modules are designed and implemented. At the end of the paper, it describes the detailed design for the most difficult and important module, Data acquisition Module and the process of the system Module, to show the analyses and design method. There are two Web Frameworks: Struts and WebWork. We use WebWork to control the flow, use spring to manage the services, and use hibernate to management the data model, so the mechanics of the system is more clearly. High Availability cluster and SAN storage is used for mainframe matrix. Parallel and partitioned database will greatly increase the whole performance for this secured system.