专业英语成绩评定表.doc

北京邮电大学软件学院工程硕士研究生
专业英语成绩评定表

学号： 10Z0735

学生姓名： 卞兴军

导师姓名： 雷友珣

报告题目： design and implementation of gehua call center’s performance management system

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With the development of economic globalization, Business competition becomes more severe increasingly. At the beginning, Corporation only concerned with the results of management, In order to improve the viability and competiveness, gradually , they take care of evolution of process management. In this background , A large number of company's management begin to attend Performance management system (Performance Management System), In their daily work performance, performance management system,which records the employees work capacity and workload data, and the basis for the assessment of its employees. Customer service performance system is a branch of the performance of the system, which is used in the call center performance management .It mainly to solve heavy workload and high cost in call center. And improve the efficiency of call center’s management comprehensively.
The call center of Beijing Gehua TV Network Co., Ltd. was established in 2001, at the beginning the Center use the management model like documents, forms, paper. With the development of the company's business, the size of the customer service center is expanding; the former management style is not suited to the business development needs. The call center decided to use a set of customer service performance management system, it is mainly to solve the drawbacks of the old management model, it use the latest computer technology for the performance of customer service, code of conduct, the daily performance of the workload to manage. The entire system, including staff time and attendance module, traffic module, quality of service, the query module, as well as basic data management module.
At present, the systems are deployed in the customer service center, using C/S architecture. Performance system software is installed by those computers where monitor, agent’s representatives and quality personnel used. Service program is deployed in pc service; Relevant personnel do daily management by the using of performance systems.
From requirements analysis, architecture design to programming, This thesis is built around customer service performance , it use entirely client and service structure.
Performance ，academic language, in order to achieve their goals which set by organizations and the individuals, specifications and requirements of businesses and organizations. it can be understand as behavior, performance in the specific work. in order to achieve maximum capacity out the effect of the minimum expenditure requirements the behavior of the participants. The key of performance is performance management.
In order to achieve enterprise goals set by managers and employers The so-called performance management is at all levels to participate in the performance plan formulation, performance counseling communication, performance appraisal, application performance results, performance targets to enhance the continued cycle. The purpose of the performance management is to continue to enhance the performance of individuals, departments and organizations, which emphasize the consistency of organizational goals and personal goals, and focus on organizations and individuals, grow together. Performance management, businesses and organizations at all levels of participants, and people management.
Performance management is a systematic process, including the four areas of the assessment program development, performance-related work to prepare and organize the implementation of the assessment feedback.
The development of evaluation plan refers to enterprises and organizations from their own goal, the actual situation to develop the object of assessment, assessment time, and assessment of the specific content.
The preparation work refers to the preparatory phase of the performance appraisal; the main work is the selection of personnel involved in the assessment, as well as the understanding of the assessment of staff performance evaluation and related IT systems knowledge to prepare.
The organization and implementation of the implementation of part of the performance appraisal and assessment personnel in accordance with the assessment methods, and implementation of the assessment work to be examiners.
The assessment feedback is the final step of the evaluation aspects of the assessment of the statistical evaluation of the results, the assessment project, the final assessment data feedback.
The modern enterprise management, performance management is increasingly a large number of enterprises using, in general, the implementation of performance management:
1, the implementation of performance management, employee control performance assessment methods, fined their own lack of skills to achieve greater purposes, by way of participating in the training and self.
2, the implementation of performance management systems, can make clear business goals of the corporate officers, management by objectives, corporate managers more clearly their own purposes, down to every task, layer by layer to implement the specific implementation, business managers will clear the current management insufficient, and thus be improved.
3, performance management is a continuous cyclical process, through the development of the assessment objectives, the implementation of the assessment and feedback of evaluation results, after the end of the entire process, improving the last developed performance goals and thus to identify problems, optimize management purposes.
4, the performance to some extent reflects the assessment of range of knowledge, business skills, work attitude, initiative, etc., in the process of business management, corporate management will generally reference the performance results as a staff appraisal, reward, promotion credentials.
1.2 The subject of source
With the large-scale extension of the high-definition cable TV business, the number of the Gehua call center from dozens of people to 600 people, staff size increased several times. The original call center management to rely on word documents, EXCEL table, attendance information, personnel performance, workload, and other information stored in document form file, data retrieval difficult, statistical information is not accurate, the high cost of human resources management, management methods are backward. With the expansion of staff size, the original management model can not adapt the call center business development needs of specific performance:
1, The former performance management has many disadvantages, such as heavy workload, high costs, confusion management, it is very difficult to retrieve, update, and find information.
2, It is easy to lose those documents, forms for Performance Management information, not flexible statistical shortcomings. Documents and forms stored information due to poor management, human factors caused the loss of data, resulting in inaccurate statistics, the data can not be long-term preservation.
3, It is difficult to achieve the purpose of data mining, data mining from large amounts of data to find out the law, with the documents and forms management, data can not be directly used for statistical functions, and thus can not become a data mining basic data.
Customer service performance software system is developed which based on the above, it replaces the original manual management, IT applications to the customer's daily management. This issue is derived from the Beijing the Gehua TV Network Co., Ltd. call center performance management system, and so the background is discussed.
At normal, the Information department responsible for all IT programming , it has all kinds of technical personnel, it had been developed BOSS system and invoice system.
Above all, the company decided to develop customer service performance system which is responsible by the Ministry of Information, as one of leaders, I was involved in the entire project. Taking into account , call center software to conduct performance management, and use of personnel to monitor, quality control personnel, management personnel, they are used to using the C / S structure on the Windows platform and the C / S structure has the following advantages:
1, it load distribution in the service and client, and thus can take advantage of the hardware resources of the server and client.
2, In contrast to the B / S structure, the system is simple, and thus respond in a timely.
3, In C / S structure, the client is responsible for the basic business logic, and the service is responsible for data processing, thus can reduce network overload
The project development is a C / S architecture, the client is deployed on Windows XP, the server is deployment on the Windows 2000 platform.
1.3 assumed task
Throughout the course of the project, I was involved in needs analysis, design, coding, software testing, system implementation and training , the more are:
During Requirements analysis stage, communication with the call center, and ultimately the performance of the system to develop a software requirements specification.
During Design stage, I completed the performance of software interface design, database design, interface design and call center systems, preparation of design documents.
During programming stage, using C + + Builder development, to complete the development work of the; use PLSQL language database backend processing functions.
During the testing stage, based on needs analysis and specifications, write test scenarios and test cases, the use of black box and white box testing methods to complete the set of software functions, and performance testing.
In the implementation period, I was responsible for database installation, tablespace creation, the basic data of the load and so on. In client part, I am responsible for the installation of client software, and network debugging. During the Stage of training ,I teach the staff how to use performance software.
1.4 The structure of paper
This thesis focus on customer service performance of the system The specific structure:
Chapter 1 describes the relevant background knowledge of customer service performance system;
Chapter II demand customer service performance systems analysis;
Chapter III describes design of customer service performance system;
Chapter IV customer service performance system;
Chapter V describes testing of performance system software;
Chapter VI describes implementation and training of personnel;
Chapter VII reviews the entire paper
1.5 Summary
This chapter is the introduction of the paper, it can divided into four parts, including background knowledge, subject of sources, assumed task, and structure of paper .Among them, the background section describes the definition of performance management ; part of the subject source describes implementation of performance management; the last but one part depicts the whole work which I taken in software development; the last section discusses the structure of paper.
In this paper, the performance of software management system about the Gehua call center performance management, its previous management rely on manual management, like documents, forms, it belonging to the file management. Customer service performance system is built on the basis of the former management, it draws the original management ideas and uses modern technology and management thinking into the performance of software.
Overall, the performance system based on business needs analysis, including: functional requirements, the role of needs analysis, performance requirements, hardware and software requirements, the demand for system stability, friendly demand six areas.
2.1 functional requirements
The call center is responsible for the various phone call which called by six million cable television subscribers, the service including data TV, analog TV, cable broadcast. The operator's daily work is to answer the phone user dials, the service warm, sincere, patient, accurate answers to various questions raised by the user and phone can guide the user to solve some common fault to solve the problem for the needs of other departments with the generate work orders through the customer service business system for subsequent processing by the relevant departments. Have dealt with the user calls up call by the operator of the specified team, return visit to the results of the satisfaction of the end of the current work orders, are not satisfied with the return visit, you will need a second to send a single processing until the user satisfaction. According to the team planning, every eight to 10 operator is divided into one group, each a squad leader is responsible for the management of the entire group, according to the different divisions of labor, Mandarin Service team, returning team, quality inspection team.
The routine examination of the call center into the attendant personal assessment and the team's overall assessment. Personal assessment of the contents of the attendance, traffic, quality of service, efficiency, code of conduct; team assessment team per capita phone pick up rate, the traffic switch rate, team assessment, team monthly assessment.
Customer service performance is based on the routine examination of the call center software technology call center for the individual and team assessment function. Accordingly, the performance software system can be divided into five basic functions:
1, the operator's daily time and attendance information, assessment of the norms of behavior;
2, the assessment level of service and the amount of telephone;
3, the level of service of the dialogue Service team, telephone answering number, rest of assessment;
4, according to the report data ,the call center can be adjusted on performance management;
5, the results of the performance appraisal can be as the basis for staff payroll;
According to the basic performance of the system functional requirements, the software is divided into six basic modules, such as time and attendance module, individual assessment module, team assessment module, query module of examination, the underlying data management module, rights management module.
According to the work of all staff, the staff is divided into agent representative monitor, monitor, quality control, management and technical personnel in the daily work of the call center. In accordance with the requirements of the customer service center, the personnel use the customer service performance software systems, they are different in different functional modules, According to different modules the customer service staff is divided into six roles for example ,agent representa