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  • 學位論文

SOA雲端運算服務應用於記憶體印刷電路板產業CRM探討之研究

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

指導教授 : 黃天佑
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摘要


近年來,3C資訊商品大量的被研發與生產製造,台灣目前有相關多的印刷電路板相關製造商、供應商及承包商等,由於印刷電路板整體上中下游廠商的供應鏈關係非常龐大,本研究將針對這些廠商與客戶做導入使用服務導向架構於雲端運算服務應用在顧客關係管理探討。 本研究以文獻探討歸納在SOA雲端運算服務及CRM使用的分析並提供執行建議,由產業分析的觀點探討SOA雲端運算服務影響記憶體印刷電路板產業採用CRM管理的因素,針對研究問題探討在執行SOA雲端運算服務上使用CRM系統中的客訴管理系統能否提供客戶處理品質異常服務,以提升與客戶間關係,為企業創造營運業務上利潤,以追求企業永續經營,並且同時探討客訴管理系統平台在SOA雲端運算服務上可否隨需求所需擴充應用。 以SOA與雲端運算服務應用MDA平台架構,並設計適用於記憶體印刷電路板CRM客訴管理系統中完成雛型架構,以使用UML統一塑模語言針對系統開發程流模式進行做可行性驗證,研究步驟確認基本需求,以及從產業分析法所歸納的結果,最後探討研究目的證實在不同產業提供同一平台的系統可隨所需快速發展導入系統平台。 SOA及雲端運算服務特質應用在CRM產生的效益,應用軟體服務規劃以SOA雲端服務為核心導向,來提供軟體元件整合、服務及流程,並且提供IT應用及資源分配等彈性模式以符合企業需求。

並列摘要


In recent years, there is a larger number R&D and manufacturing of 3C products. There are many related printed circuit board (PCB) manufacturers, suppliers and contractors in Taiwan. Because the whole PCB manufacturers downstream supply chain relationships is very large. This study will focus on these vendors and customers to implement and using the service-oriented architecture applications in cloud computing service customer relationship management(CRM). This study will summarize the implementation of SOA using cloud computing services and CRM analysis and implementation of the recommendations provided. Perspectives from the industry analysis of SOA cloud computing services affect memory printed circuit board industry using CRM management factors. There is focus on research issues for cloud computing services in the implementation of SOA using CRM system, Could provide when clients had exception quality they can use customer complaint management system to deal problem. To enhance relationships with customers and create profit on operations in pursuit of business continuity and simultaneously investigate customer complaints management system platform for cloud computing services in the SOA can expand as on-demand application. The SOA cloud computing services apply MDA architecture in platform and designed for PCB DIMM CRM customer complaint management system to complete the prototype structure to use UML for system development process flow patterns do verify the feasibility. Research steps to confirm the basic needs. As well as from the industrial analysis results are summarized, and finally discuss research purposes in various industries to provide the same proven platform for rapid development with the required system can implement system platform. SOA cloud computing service attributes application benefits generated in the CRM. There are software service planning integrated in SOA cloud computing services. The system processes to serve as the core of cloud services-oriented IT applications and resources under distribution into line with the business needs of the elastic mode.

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