SOA雲端運算服務應用於NB PCB產業CRM探討之研究

An Exploratory Study on Appling SOA Cloud Computing Services on the CRM Systems of NB PCB Industry

陳諭玟(Yu-Wen Chen)

指導教授 ： 黃天佑

中原大學/商學院/資訊管理研究所/碩士(2013年)

https://doi.org/10.6840/cycu201300200

摘要

印刷電路板產業為屬電子產業，經過三十多年的發展，已建立完整的上中下游生產體系，從上游的原物料供應，週邊設備供應和製程代工，產業結構緊密紮實並已形成產業群聚(Cluster)的現象，NB PCB產業受到PC景氣疑慮影響使得整體營收成長動能減弱與下游客戶拉貨力道減弱，企業營運越來越艱辛。如何運用資訊科技突破經營瓶頸和獲取競爭優勢的策略性工具，為企業營運決策者必需思考的重要課題。
顧客關係管理主要目的，在於管理公司與現有客戶或潛在客戶之間的關係，以增進客戶關係來提升客戶滿意度。可掌握先機與需求進而提升銷售效率、改善顧客合作互動關係、提升產品設計與服務品質、有效提升企業的競爭優勢。本研究以近年軟體業界提出的概念雲端運算服務結合服務導向架構，藉由文獻探討發現雲端運算服務架構及協同服務導向架構，可保持企業彈性，降低系統建置成本與節省維護成本。並建置雛型系統以實際環境驗證顧客關係管理系統在服務導向架構結合雲端運算服務應用於印刷電路板產業的成效。
最後本研究希望能藉此探討的過程建構一個以服務導向架構以設計理念，以雲端運算服務為實體呈現的資訊技術基礎平台，並驗證雲端運算服務及服務導向架構能讓資訊系統具隨選隨需的靈活性，而在不同產業、不同系統別的資訊系統都能應用於此特性提升支援企業營運能力的成果。

關鍵字

服務導向架構(SOA) ； 雲端運算(Cloud computing) ； 企業流程管理(BPM) ； 顧客關係管理(CRM) ； 筆記型電腦(NB) ； 印刷電路板(PCB)

並列摘要

The business of printed circuit board(PCB) is an electronic industry. After thirty years, it has built a completed ecosystem. From the material and equipment suppliers and manufacturing services, the compact supply chains have shaped the cluster phenomenon. The prosperity of the PCB of NB was deeply influenced by the recession of PC market for the past few years. The business operation is harder than ever. It is an important issue for the enterprises to think about how to use the information technology to break through the difficult situation and obtain the strategy tools for the competition superiority.

The purpose of customer relationship management(CRM) is to manage the relationship of the current and potential customers and improve the customer's satisfaction. Furthermore, getting the opportunities and requirements in advance will promote sales performance, improve the interactive collaboration relationship with customers, provide the better products and service quality, and enhance enterprises competitive capability. This research combines the concept of cloud computing and service oriented architecture(SOA). By the technical literature we discover these architectures how to keep the operating flexibility, reduce the cost for the systems implementation and maintenance. we will also propose the prototype by the actual environment to verify the effect - a CRM system based on SOA and cloud computing in PCB industry.

At the end, in the research process we hope we can construct a cloud computing instance with SOA design concept to present an information basis platform and verify the elasticity of information on demand. In the other industries and different information systems could also apply these characteristics to strengthen operating capability.

並列關鍵字

Cloud computing ； Enterprise's Procedure Management (BPM) ； Service Oriented Architecture (SOA) ； Customer Relationship Management (CRM) ； Printed Circuit Board (PCB) ； NoteBook (NB)

參考文獻

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