北京航空航天大学学报 ›› 2001, Vol. 27 ›› Issue (4): 465-468.

• 论文 • 上一篇    下一篇

基于逻辑网络的客户服务管理

黄冬泉, 徐振亚, 李伟琴, 夏春和   

  1. 北京航空航天大学 计算机科学与工程系
  • 收稿日期:2000-09-20 发布日期:2010-11-19
  • 作者简介:黄冬泉(1964-),男,江苏苏州人,博士生,100083,北京.
  • 基金资助:

    国家863高技术计划资助项目(863-511-946-009)

Logical Network Based Customer Service Management

HUANG Dong-quan, XU Zhen-ya, LI Wei-qin, XIA Chun-he   

  1. Beijing University of Aeronautics and Astronautics, Dept. of Computer Science and Engineering
  • Received:2000-09-20 Published:2010-11-19

摘要: 分析了客户服务管理(CSM)的概念和功能,提出了一种抽象网络的层次性表示方法:逻辑网络,并对其结构、属性、计算以及CSM管理模型进行了研究.给出了CSM系统的原型实现:底层采用公共对象请求代理体系结构(CORBA)作为支撑环境,利用分布对象技术实现客户服务管理管理信息库CSM-MIB的表示、管理、更新和访问;上层通过定义、创建和维护等方法,使客户可对物理网络进行重组,实现具有分层结构的"逻辑网络",从而实现客户服务的约定、指派、性能监视和报告等管理功能.

Abstract: The concepts and functionalities of customer service management have been analysed. A novel hierarchical representation method of abstract network, logical network, is provided. The structure, attributes and computation of logical network as well as a CSM management model have been studied. An implementation prototype of CSM system is provided. At the underlying layer, CORBA, common object request broker architecture, is used as a supporting environment and for achieving representation, management, update and access of CSM-MIB. At the higher layer, customers are allowed to reassemble the physical network and generate a hierarchical "logical network" through methods of definition, creating and maintenance. Thereby the functionalities of CSM such as agreement, assignment, performance monitoring and reporting can be implemented.

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