供應(yīng)鏈及物流管理

全文48頁 約8200字
摘 要

當(dāng)今經(jīng)濟(jì)全球化及高新技術(shù)的快速發(fā)展，全球一體化經(jīng)濟(jì)成為必然的趨勢，環(huán)境的變化對(duì)企業(yè)原有的經(jīng)營管理方式提出了嚴(yán)峻的挑戰(zhàn)。企業(yè)為了保持競爭力，必須以協(xié)同的方式，把內(nèi)部和外部物流、商流、信息流和資金流有效地整合起來，在協(xié)調(diào)個(gè)體績效的基礎(chǔ)上使系統(tǒng)整體績效達(dá)到最優(yōu)。這就是現(xiàn)代供應(yīng)鏈及物流管理的思想，它的提出為實(shí)現(xiàn)企業(yè)上下游一體化提供了一個(gè)良好的溝通模式，并且迅速地在學(xué)術(shù)界、管理界、企業(yè)界引起了高度重視。
現(xiàn)代供應(yīng)鏈及物流管理主要包括供應(yīng)商、制造商、分銷商、客戶和最終消費(fèi)者之間的商流、物流、信息流及資金流的計(jì)劃、協(xié)調(diào)和控制。其主要通過幾個(gè)系統(tǒng)來實(shí)現(xiàn)：采購和供應(yīng)商管理系統(tǒng)、倉庫管理系統(tǒng)、訂單與分銷管理系統(tǒng)、運(yùn)輸與配送管理系統(tǒng)和客戶關(guān)系管理系統(tǒng)。而贏得顧客是企業(yè)在現(xiàn)代競爭中取勝的關(guān)鍵，因此，客戶關(guān)系管理——CRM是其中的重要組成部分。CRM描述的是現(xiàn)代企業(yè)在經(jīng)營管理過程中要正視企業(yè)客戶的需要，一切活動(dòng)要緊緊圍繞客戶的實(shí)際需求而合理安排。CRM 的計(jì)算機(jī)應(yīng)用就是在充分利用現(xiàn)代信息技術(shù)的基礎(chǔ)之上，針對(duì)“銷售、營銷、客戶服務(wù)、客戶交互和客戶分析”等面向客戶的業(yè)務(wù)領(lǐng)域而設(shè)計(jì)出的各種軟件功能模塊的組合，最大限度地支持CRM的經(jīng)營理念，也是支持供應(yīng)鏈管理的理念在企業(yè)范圍內(nèi)的具體實(shí)踐。
為了適應(yīng)社會(huì)對(duì)人才的需求，許多高校都開設(shè)了供應(yīng)鏈及物流方面的課程，傳統(tǒng)的教學(xué)方式以理論學(xué)習(xí)加案例分析為主。由于缺乏同步的教學(xué)實(shí)踐平臺(tái)，在教學(xué)過程中明顯呈現(xiàn)重理論輕實(shí)踐的現(xiàn)象，學(xué)習(xí)者對(duì)以信息化為基礎(chǔ)的供應(yīng)鏈管理思想的應(yīng)用模式理解不深。為了解決這方面的問題，體現(xiàn)網(wǎng)絡(luò)環(huán)境下協(xié)作學(xué)習(xí)的特色，設(shè)計(jì)開發(fā)基于WEB方式的供應(yīng)鏈物流管理教學(xué)實(shí)踐平臺(tái)，將原理、實(shí)踐、應(yīng)用、教學(xué)揉為一體，構(gòu)建合理的信息化管理模式，是針對(duì)該課程特點(diǎn)教學(xué)改革的創(chuàng)新實(shí)踐。

關(guān)鍵詞：供應(yīng)鏈及物流管理；客戶；客戶關(guān)系管理；信息化；教學(xué)改革；

Abstract

Nowadays the fast shape of the economic globalization and high new techniques, the global integral whole turns economies to become inevitable trend, environmental change of fixed cost as business the original operating management method proposed rigorous challenge. The business by way of keeps a competition ability, have to flow the inner part and the exterior physical distribution, company's streaming, information and capital to flow by being in conjunction with availably whole put together, make the whole performance of system hit fine in moderating the foundation of the entity performance. These is the modern supply chain and the thought of the physical distribution management, it of in order to carry out a business to swim integral whole to turn to provide a good communication model up and down, submission and sparked high respect in the academic circles, the supervision field, business circles quickly.
The modern supply chain and physical distribution management mainly include supplier, manufacturer, retail company, client and the company of the consumer's ultimate streaming, physical distribution, information to flow and the capital flow of scheme, cooperativeness and regulate. It mainly passes a few systems to carry out: The procure and supplier manage the system, store management system, order and retail to manage the system, transport and dispatching to manage system and client to relate to the supervision system. But win shopper is the key that the business wins victory in the modern rivalry, therefore, the client's relation manages-the CRM is an important constitution fraction among them. What CRM describes is the requirement that the modern business wants to face a business a client in the operating management process, the whole activities are important to surround the client's actual demand but reasonable arrangement tightly. CRM calculating machine application be making use of technical foundation of modern information well on, aim at ”the sales, marketing, customer service, client hand over to analyze with client with each other" etc. face to the client's traffic realm and design the assemble of various software function mold piece of, favoring a CRM principle of management with maximum limit, also BE favor the supply chain supervisory principle concrete fulfillment within the range of business.
For adapting community's demand to talented person, many higher -s adjusted to all openinged the course of the supply chain and physical distribution, traditional teaching method with the theories study add the case example analysis for lord. In order to lacking synchronous teaching to practice terrace, present the phenomemon that the heavy theories practices lightly obviously in the teaching process, the learner doesn't deeply comprehend to the applied mode of the supply chain supervision thought that changes into foundation by information. For resolving the problem of this side, body the network environment descends the special features of the cooperation study now, the design tapping practices terrace according to the supply chain physical distribution management teaching of the WEB method, crumpling the principle, fulfillment, application, teaching as integral whole, setting up a fair and information-based management style, is the creative fulfillment that aims at that reform in education of the course characteristics.

Key words: The supply chain and physical distribution management; Client; The client's relation manages; Information; Reform in education;

目錄
引言 1
1. 緒論 2
1.1項(xiàng)目開發(fā)的背景 2
1.2項(xiàng)目研究的意義 3
1.3客戶關(guān)系管理（Customer Relationship Management）概述 3
1.4 CRM的效益與作用 4
1.5客戶關(guān)系管理系統(tǒng)的發(fā)展現(xiàn)狀 4
1.6開發(fā)工具介紹 4
1.6.1編程工具----JBuilder2006 4
1.6.2網(wǎng)頁設(shè)計(jì)工具----Dreamweaver 8 6
1.6.3數(shù)據(jù)庫服務(wù)器 - SQL SERVER 2000 6
2.可行性分析和軟件開發(fā)計(jì)劃 7
2.1系統(tǒng)開發(fā)的意義 8
2.2系統(tǒng)可行性分析 8
2.3 軟件開發(fā)計(jì)劃 9
2.3.1主要功能 9
2.3.2性能限制 9
2.3.3開發(fā)過程 9
3. CRM實(shí)驗(yàn)平臺(tái)的需求分析 9
3.1 客戶關(guān)系管理實(shí)驗(yàn)平臺(tái)的總體需求 9
3.1.1提高部門之間協(xié)同工作的能力 9
3.1.2整合分散的客戶信息 10
3.1.3對(duì)客戶信譽(yù)度有全面的了解 10
3.1.4提高客戶服務(wù)速度和質(zhì)量 10
3.1.5展開對(duì)合作伙伴的管理 10
3.1.6建立商業(yè)智能 10
3.1.7為實(shí)施電子商務(wù)策略打下基礎(chǔ) 10
3.1.8為教學(xué)提供良好的教學(xué)實(shí)驗(yàn)平臺(tái) 10
3.2系統(tǒng)具體的需求分析 11
3.2.1客戶信息管理 11
3.2.2銷售管理 11
3.2.3服務(wù)管理 12
3.3 性能需求 12
3.4 產(chǎn)品的功能需求 14
3.5 系統(tǒng)用戶及運(yùn)行環(huán)境 13
3.6 系統(tǒng)的外部接口 13
3.7客戶關(guān)系管理系統(tǒng)的業(yè)務(wù)流程圖（簡稱TFD） 13
3.8客戶關(guān)系管理系統(tǒng)平臺(tái)的數(shù)據(jù)流程圖數(shù)據(jù)流圖（簡稱DFD） 14
3.9 數(shù)據(jù)字典 20
4 系統(tǒng)概要設(shè)計(jì) 22
4.1 軟件的體系結(jié)構(gòu) 22
4.2 系統(tǒng)的需求概述 23
4.3 系統(tǒng)的總體設(shè)計(jì) 23
4.3.1系統(tǒng)的處理流程 23
4.3.2系統(tǒng)的總體結(jié)構(gòu)設(shè)計(jì)和模塊外設(shè)計(jì) 24
4.3.3系統(tǒng)的部分功能分配 26
4.3.3.1操作員模塊 26
4.3.3.2 管理員模塊 26
4.4 系統(tǒng)接口 26
4.4.1外部接口 27
4.4.2內(nèi)部接口 27
4.5 數(shù)據(jù)庫設(shè)計(jì) 27
4.5.1概念結(jié)構(gòu)設(shè)計(jì) 27
4.5.2邏輯結(jié)構(gòu)設(shè)計(jì) 28
4.5.3物理結(jié)構(gòu)設(shè)計(jì) 29
4.6系統(tǒng)安全設(shè)計(jì) 33
4.7 其它設(shè)計(jì) 33
4.7.1運(yùn)行設(shè)計(jì) 34
4.7.2出錯(cuò)處理設(shè)計(jì) 34
4.7.3安全保密和維護(hù)設(shè)計(jì) 34
5 系統(tǒng)的詳細(xì)設(shè)計(jì) 34
5.1系統(tǒng)功能模塊圖 34
5.1.1客戶信息處理 35
5.1.2服務(wù)任務(wù)管理 35
5.1.3 修改密碼功能模塊設(shè)計(jì) 36
5.1.4出錯(cuò)提交功能模塊設(shè)計(jì) 36
5.1.5基礎(chǔ)信息設(shè)置模塊設(shè)計(jì) 36
5.1.6分析評(píng)估管理模塊設(shè)計(jì) 37
5.1.7出錯(cuò)處理模塊設(shè)計(jì) 37
6 程序設(shè)計(jì)中用到核心技術(shù)和編程方法 37
6.1 J2EE 38
6.2 JSP、javascript 38
6.3 Ajax 38
6.4 Struts 38
6.5 DAO設(shè)計(jì)模式 39
6.6 JDBC 39
7 測試 39
7.1 目的 39
7.2 范圍 39
7.3 測試用例 39
8 結(jié)論 40
8.1論文主要工作和成果 40
8.2創(chuàng)新性 40
8.3系統(tǒng)展望 41
謝 辭 42
參考文獻(xiàn) 43