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本文以A商业银行客服CRM软件项目测试管理体系为研究对象,在整理和
查阅大量相关文献的基础上,了解目前研宄的最新进展情况以及研究中可能存在
的不足和缺陷,进而确定本文的研宄目标、研宄思路、研宄内容和研宄方法,并
从理论和具体项目实践两方面进行分析。本文的主要内容如下:
(1)相关理论基础和基于CMMI模型的软件测试管理体系内容和优越性。在
这一部分里,首先明确界定了本文的相关核心概念,如CMMI模型、客服CRM软
件项目、软件测试管理、软件测试管理体系等。在此基础上,运用相关理论,如
全寿命周期管理理论、项目管理理论和质量管理理论等,对处于不同生命周期阶
段的软件产品的测试内容体系和方法进行系统阐述,指出软件测试期间不同阶段
需要处理的内容与相关交付物,同时为确保测试过程有序完成提供了相关方法
最后介绍基于CMMI模型的软件项目测试管理体系及其优越性
(2)A商业银行客服CRM软件项目测试管理体系现状分析。在这一部分里,
首先介绍A商业银行现有的客服CRM软件项目中测试管理体系及其运用的现状,
然后进一步分析了其中存在的问题(主要是测试进度延期;产品需求变化频繁;
测试执行过程滞后以及产品质量不稳定,用户满意度低等),再后重点分析存在
问题的原因(主要是测试质量控制重事后检查,轻质量预控;测试各工作协同性
不强;进度、成本管理与质量管理相互制约以及软件测试水平不高等)
(3 )基于CMMI模型的A商业银行客服CRM软件项目测试管理体系改造与
实施。首先,根据A商业银行客服CRM软件项目测试管理体系中各种问题出现
的原因,从管理架构、需求分析、设计阶段、系统测试管理等内容入手,完成全
I 面研究与探讨,同时与CMMI模型过程域综合比较,明确软件测试管理过程应当
改善的内容;其次,基于CMMI模型对A商业银行客服CRM软件项目测试管理
体系进行改造,建立了满足该企业实际需求的软件测试管理体系,主要是针对软
件需求分析、系统设计、系统测试等环节的测试管理;再次,对改造后的管理体
系在A商业银行客服CRM软件项目中进行实施,以此来规范测试管理,保证和
控制产品的质量
本文的创新之处是:(1)基于CMMI模型构建了更加完善的软件测试管理体
系;(2)简化了标准的测试流程,提出了更加优化高效的测试管理流程,更加符
合工程实际
关键词:CMMI模型;客服CRM软件项目;测试管理体系;A商业银行
II Abstract
In order to continuously improve the level of service to customers, commercial
banks must upgrade and optimize customer service software, and even develop a new
and better one to meet the constantly changed needs. Software testing is an important
means to ensure the quality in its life-cycle. The key role software testing management
has played is testing activities supervision, risk control, and to ensure software quality
by testing, ultimately achieve the best balance between software quality, progress and
cost. If the bank’s management department wants to find the products’ potential defects
soon in the software development process, and to develop high quality software
products, they need to organize and manage scientifically and effectively to realize a
better testing work, and establish a more ideally management system based on the
testing results. Ifs generally believed that, besides the technique of software testing, a
software testing process management maturity and perfection can maximize the
effectiveness and appropriateness of software testing,and ensure the quality of software
products. Based on the above, this paper will take a commercial bank CRM software
project management as an example, to explore the use of CMMI test model
transformation and optimization of the project management system.
This paper takes commercial bank A’s CRM software test project management
system as the research object on the basis of analyzing and referring a large number of
relevant literature, understanding the latest developments of research and possible
shortcomings and defects, and then determines the research objectives, research ideas,
research contents and methods, and analyzes them from two aspects of theory and
practice. The main content of this paper is:
(1 ) The construction of related theory foundation and software testing
management system based on CMMI model. In this section, we first define the relevant
concepts, such as CMMI model, customer service CRM software project, software
testing management, software testing management system, etc. On this basis, relevant
theories, such as life-cycle management theory, software project management theory
and software quality management theory, are used to explain testing content system and
method at different stages of the life cycle systematically, to clarify the contents and
III deliveries needed to be processed at different stages of the life cycle of software
products, and meanwhile, to provide methods for process of testing in good order and
well arranged.
(2) The analysis of CRM software project management system of commercial
bank A. In this part, the current test management system and situation of commercial
bank A9s customer service CRM software project are studied. First introduces the
application status of current customer service CRM software project management
system of commercial bank A, and then further analyzes the problems (mainly: test
schedule delay, product demands changed frequently, test execution delay, unstable
product quality, and low customer satisfaction, etc.) and at last focuses on the reasons
(mainly: paying more attention in inspection rather than previous quality control
during test quality control, low cooperation in the testing work, schedule, cost and
quality management restriction, low software testing level)
(3 ) The transformation and implementation of CRM software project
management system based on CMMI model in commercial bank A. First of all, aiming
at the existing problems of CRM software test project management system of
commercial bank A, detailed analyses and researches from the management structure,
demand analysis, design stage, system test management, and compares CMMI model
configuration during the process, then finds the software testing management process
that needs to be improved. Secondly, builds a software testing management system
adapt to the current situation of the bank, base on the transformation of what CMMI
model has made in commercial bank A9s CRM software test project management
system, including testing management phases of software requirement analysis phases,
software system design phases, software system test phase. Thirdly, implements the
reconstruction management system of commercial bank A9s customer service CRM
software project, so as to standardize the test management, guarantee and control
product quality.
The innovation of this paper is: (1) building a more excellent software test
management system based on CMMI; (2) simplifying the standard testing process,
putting forward a more efficient and optimized test management process;, which is more
practical in application.
Key words: CMMI model; CRM software project; test management system;
commercial bank A
IV 目录
m m i
Abstract Ill
第1章绪论 1
1.1选题背景和研宄意义1.1.1选题背景1.1.2研宄意义1.2国内外文献综述1.2.1国外的相关研究1.2.2国内的相关研究
5至
1.2.3对文献的评论及本文的切入点1.3研宂思路和研宄内容1.3.1研宄思路1.3.2研宄内容1.4研宂方法和创新之处1.4.1研宄方法
9 艺
1.4.2创新之处第2章相关理论基础2.1核心概念界定2.1.1 CMMI 模型2.1.2 CRM软件项目2.1.3软件项目测试管理和软件项目测试管理体系2.2相关理论概述2.2.1全寿命周期管理理论2.2.2软件项目管理理论2.2.3软件质量管理理论2.3软件项目测试管理的流程、内容和方法2.3.1软件项目测试管理的流程2.3.2软件项目测试管理的内容V 2.3.3软件项目测试管理的方法2.4基于CMMI模型的软件项目测试管理体系及其优越性2.4.1传统的软件测试模型2.4.2基于CMMI模型的软件项目测试管理体系
21
2.4.3 CMMI模型对软件项目测试管理的支持和扩充
23
第3章A商业银行客服CRM软件项目测试管理体系现状与问题分析
25
3.1 A行客服CRM软件项目简介
25
3.1.1 A行客月艮CRM
25
3.1.2 A行客服CRM软件项目
26
3.2 A行客服CRM软件项目测试管理体系概述及运用现状
26
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