Design And Implementation Of Customer Service Management Information System At Jinan CATV

CATV Customer Service Management Information System (MIS) is an important component of CATV Customer Service System. To meet the demands of customer service and the requirements of trade standardization, it is urgent to improve the level of CATV customer service. In order to fully utilize the Customer Service Management Information System, so as to promptly aggregate and distribute the information of Customer Service, deploy human and material resources, and coordinate the work of the entire customer service, which will ultimately promote the customer service, it is an urgent requirement to develop new customer service management information system.The author, based on his experience with system development, has conducted some research on workflow technology, role-based access control, as well as requirements and development of the management information system.The part of workflow technology is based on the workflow management system reference model of the Workflow Management Coalition (WFMC). By analysing the technology of workflow and combining the requirements of CATV customers service, the author applys the framework of workflow to the design and development of workflow management system. The paper dispossess the workflow concerned in this system.The part of role-based access control discusses the RBAC theory module, and analyses the implementation of access control in the management information system.The part of requirements and development of MIB focuses on the system function requirements, analysing and choosing a suitable framework and method to build a practical system, and it discusses the key points, the difficulties as well as the solutions.The development process is not merely technical discussion and implementation; it also involves discussion of improving levels of customer service as well as service flow, which is of some significance to future customer service work.